A single customer view brings together all of the data and information that you have relating to a customer into a single place and makes it easily accessible to those people who need it to enhance the overall customer experience.
There are many benefits to having a single customer view. For customers, they can expect to have a relationship that accurately reflects their needs and desires.
For staff members, they are able to understand their customers in detail and engage with them in a highly personalised fashion .. giving the right information to the right people at the right time via the right communication channel.
For the business, it ensures that you stay close to your customers and have a vital tool for business planning and engagement.
Developing and maintaining an accurate, up to date and easily accessible single customer view involves a number of discrete stages. You need to identify who your customers are, who they engage with and how, what data do you need from your customers and what do you capture today, and how can you develop your business processes, people skills and technology infrastructure to deliver the required Single Customer View.
