What is the 360 Degree model of customer care and what does it mean for your enterprise?
You may have heard of the “Customer 360° View” in relation to CRM (Customer Relationship Management). As you might expect, it refers to the complete series of datum that your business is able to collate in regards to a specific customer over a period of time.
This process is designed to improve the experience that both you and the customer have whenever you interact, including reducing the amount of rekeying of data at both ends and creating a context for any support requests you receive from them.
The 360° view is divided into three main parts past, present and future.
Past is a digestible view of all the historical data you have collated about that customer. This might include their purchase history, any previous interactions you have had with them (whether it be a support request or a clickthrough on a marketing newsletter) and products that they have either viewed or purchased in your shop.
Present is about offering all of the data that you have about that customer in a way that can be used by your organisation right now. You should be able to use this information to find out why they are interacting with you right now in the present.
Future involves using your collated data to predict the future of the relationship. Have they been contacting support frequently? You might use statistics from past cancellations to deduce that they will soon cancel in frustration and choose to intervene to prevent this from happening. Perhaps historical data shows that they keep looking at one product in your Online Shop – why not email them a 5% off coupon for this specific item to push them over the threshold of browsing and into buying?
This is just a brief introduction to adopting the Customer 360° View in your enterprise. If you would like a CRM system that can meet your requirements and more then contact WinWeb Support for a free trial.