Customer information has a significant role in the marketing, sales and customer service processes. What your sales or marketing teams must need is the proper understanding of your customers – what they think about your products or services, what they do, and what are their desires and needs. But how can you get to know more about your customers?
You can know more about their perspective with a 360-degree customer view. You think you are aware customer’s needs and wants because you interact with them often. But sometimes the knowledge you gain from customer data may not be enough to serve your purpose. With more perspectives on customer’s needs, you can elevate customer experiences and improve customer satisfaction.
In this post we will look into what is a 360-degree customer view is, the benefits of having it and technology that is best to get a complete view of customers.
What is a 360-degree customer view?
A 360-degree customer view is a complete view of customer’s data. The data can include the basic information of customers such as the contact details, data about their purchasing history and the data from the interactions they had across all your business touch points during their purchasing journey. From the wealth of data, you can gain more information about your customers using Microsoft Customer Data Platform (Dynamics 365 Customer Insights).
To take advantage of this customer data platform, get in touch with Microsoft Partners who can guide you well on this.
Let us look into some of the benefits of having a comprehensive view of your customers for your business.
Predictive analytics: Complete customer view includes the information about what have done previously by your customers. With this data, you can predict what action they will take next. A 360-degree customer view helps you gain insights into future needs of your customers.
The predictive analytics allows you to increase customer lifetime value (CLV), reduce customer churn, and act on cross-sell and up-sell opportunities. Further, you can gain insights into how customers are likely to react with any of your product or service offerings in the future. All these will benefit you by helping you prepare a plan or strategy that encourages positive reactions from customers.
Moreover, by fully understanding customer’s purchasing history and interactions with your brand, you can better forecast their needs and create personalized shopping experiences during the engagement with you.
Improved personalization: Today’s customers expect personalized experiences when they purchase products across online and offline stores. The good part is that with a 360-degree customer view, you get insights to deliver personalized experiences. Access to customer’s previous purchase history and browsing habits helps you provide suitable product recommendations and experiences to customers. It makes it easier for you to meaningfully engage with customers and build strong relationships. It further improves trust and attracts new customers.
Enhanced customer experiences: Delivering better customer experience is crucial for business success. The biggest advantage with 360-degree customer view is that it helps you improve experience across all online and offline channels.
Organizations often use data from the recent interactions to keep the customer experience moving forward, not take into account data from the previous transactions and interactions. This will end up in incomplete customer information.
Incomplete customer information is one of the main reasons customer service agents fail to solve customer issues efficiently. Complete customer view helps you get rid of these situations, as the collection of customer data is accessible from a single platform. Your sales, marketing and service people can access and share this data to improve customer experiences.
Improve sales, marketing, and service: As the complete customer view covers wide information, it can be used by departments including sales, marketing and customer service. Users across departments can access data that is relevant to their process. They can not only access, but also share information with one another. This helps you make the customer journey seamless. With access to unified data, sales and marketing teams can align and create effective campaigns to target customers. This helps to improve revenue and retain customers.
Which technology is best to achieve a 360-degree customer view?
Microsoft CDP (Customer Data Platform) is the answer when it comes to technology that gives you a comprehensive view of customers. Customer Data Platform is a technology that pulls customer data from various sources and unify it.
A customer data platform unifies transactional data, behavioral data and demographic data from all your online offline channels and other sources, and creates a 360-degree view of each customer. Marketing, sales, and customer service departments can access the data from CDP for a range of functions such as marketing campaigns, to recommend next best action, resolve customer cases efficiently, reduce customer churns, customer journey optimization, and product recommendations.
To know more about Microsoft CDP, avail the support from Microsoft Gold Partners. If your business is in the Middle East or Asian Countries (Pakistan and India), seek expert consultation from Dynamics 365 Partners in UAE, Saudi Arabia, Kuwait, Qatar, Oman, Bahrain, Jordan, Pakistan, and India. Microsoft Certified Dynamics 365 Partners can help you get the most out of Microsoft Customer Data Platform.