A CRM platform can do many impressive things.
Among the CRM highlights, we repeatedly hear how it can save time, streamline operations, produce smart reports or strengthen customer relationships.
After all, in the CRM world, the more hands-on we are – the more we can bend the system to our liking. But, one particular feature keeps reappearing in CRM conversations, even more so over the past few years, in the time of big data.
This popular CRM feature is the 360-degree customer view.
The 360-degree customer view has become a noted topic of conversation in the CRM circles, and it’s for a good reason.
To understand the impact of the 360-degree customer view, we have gathered some information for you to start understanding what it is and why it’s vital for your business.
What is a 360-degree view?
The expression 360-degree customer view describes the concept of stitching a complete image of your customer.
The idea behind a 360-degree customer view is to connect the dots by combining the data from various touch points that connect the customer with the company. For instance, when a customer uses the company website to purchase products or receive customer support. By combining the different data points, a 360-degree view will include the customer’s behaviour, past purchase information and communication history.
Based on this available data, businesses can predict customers future behaviours as well.
Who wouldn’t want that?
How does a 360-degree view affect your business?
If done correctly, a 360-degree customer view will reveal its benefits over and over again. The leverage of obtaining up-to-date customer information is, in marketing terms, pure gold.
More specifically, the 360-degree customer view will ensure the following:
- Stronger customer relationships
- Increase in sales effectiveness
- Intelligent predictions of customer behaviour