What Is A 360-Degree Customer View?
A 360-degree customer view is all customer data across all channels collected in one digital profile. This approach is a good strategy for companies who want to build strong customer relationships. It includes gathering information about clients on every level, from basic contact details all the way through past purchases and interactions–and even checking out what they’ve posted online.
However, you can imagine that generating a 360-degree customer view for each of your clients is not an easy task. You need the right tools to manage client relationships closely and collect data you can implement in your sales process. However, the fact that just 14% of companies develop a 360-degree customer view can actually serve as your competitive advantage!
In this article, we will explore the main characteristics of this approach, its benefits, and methods to successfully apply it in your company.
Key Aspects of a Good 360-Degree Customer View
The main idea of the 360-degree customer view method is to have all information about the client in one place. This way, you can avoid misunderstandings, provide relevant content, and show that you care about your clients.
In order to achieve this goal, every company should focus on these three aspects:
Data: Collecting data from every client interaction is crucial. You can use surveys, customer service notes, social media monitoring, and even sales data. The important thing is to have it all in one place so you can easily access it.
Tools: Once you have all the data, you need to find ways to make sense of it. Look for CRM software that can help you organize and analyze your data, so you can identify patterns and better understand your clients. Our very own WP-CRM is easily integratable with WordPress so you can be on top of your client communications directly from your dashboard!
Processes: Finally, you need to put all the pieces together and establish processes to make sure everyone in your company is on the same page. Define roles and responsibilities, set up a system to track progress, and establish clear guidelines to follow.
What Are The Benefits of 360-Degree Customer View?
There are many benefits that come with having a 360-degree customer view. Here are some of the most important ones:
Improved Decision-Making
When you have all the information about your clients in one place, you can make better decisions. You can avoid guessing and base your decisions on data.
Better Customer Service
With a 360-degree view of your customers, you can provide them with better service. This way, solve problems more quickly and efficiently, and you can also proactively address potential issues.
More Strategic Sales and Marketing
The power of the 360-degree customer view is that it allows businesses to extend their reach and build more strategic campaigns with existing data. For example, retailers may see that certain customers frequently purchase gym clothes. Now they can create targeted marketing materials for this interest group so it’s easier to get them to buy relevant items to their common interest.
Increased Sales
More targeted sales and marketing efforts naturally lead to more sales. By matching your customers’ and prospects’ habits and preferences with your campaigns, you can upsell and cross-sell products relevant to them.
Improved Retention
Finally, with a 360-degree view of your customers, you can make sure they are happy and loyal for longer. You can proactively address their needs and concerns, which guarantees customer satisfaction and positive reviews.
4 Steps To Get A 360-Degree Customer View
If you’re convinced that a 360-degree customer view is a good approach for your business, here are some practical tips on how to implement it:
1. Define your goals: The first step is to define what you want to achieve with this approach. What are your specific goals? Do you want to improve customer service? Increase sales? Improve retention? Once you know what you want to achieve, you can start working on a plan.
2. Collect data: The next step is to collect data from all your customer touchpoints. This includes surveys, customer service notes, social media monitoring, and sales data. Look for software that can help you automate data collection and make it easier to manage.
3. Analyze the data: Once you have all the data, it’s time to start analyzing it. Look for patterns and trends that will help you better understand your customers. Use the right tools to make data analysis easier.
4. Create processes: Finally, you need to establish processes to make sure everyone in your company is on the same page. Define roles and responsibilities, set up a system to track progress, and create clear guidelines and workflows to follow.
By following these steps, you can implement a 360-degree customer view in your business and start enjoying all the benefits that come with it.
Final Thoughts
A 360-degree view of your customers is a powerful thing. It gives you insights that you can use to improve decisions about everything from product development to marketing strategy and customer service. Not only that, but it also allows you to see the big picture and make sure your business is heading in the right direction. If you’re looking for ways to improve your decision-making, customer service, or sales and marketing strategy, then implementing a 360-degree view of your customers may be just what you need. To get started, check out WP-CRM, an easy-to-use WordPress CRM plugin that will help you collect data and create processes for getting a 360-degree view of your customers.
