get a complete overview of your customers
Customer 360 gives you a total overview of your customers and their commitment. Each individual employee can access the overview from their primary application, making it easy to access and always at hand when needed.
Great customer experiences are the key to loyal customers. And you can only create great customer experiences when you have insight into your customers’ needs. That is why Customer 360 is a strategic tool for your business.
get the benefits from customer insight across your applications and data sources
The idea behind Customer 360 is to get full control of all your data from marketing, sales, service, and accounting. All data and knowledge can be gathered in one place and exhibited so that all employees see the full customer engagement.
By having complete insight into and understanding of the individual customer’s behavior, needs, and history, you create a strong foundation for the work done throughout the entire organization.
Marketing is handed a solid framework for working with segmentation, making them able to target the individual customer with highly targeted campaigns. They can plan their work according to historical data and thereby create engaging content for the costumer.
The sales team gets an overview of which marketing initiatives the customer has responded to and which products the customer has previously shown interest in, as well as the customer’s history in relation to service challenges.
The service department has all data at hand. Everyone in the department can see data from marketing, sales, finance, notes from a customer manager, etc. Altogether, it makes it possible to meet the customer with reliable insights, creating a great customer experience as a result.
customer 360 is based on standard modules
You can get far with a standard solution based on the Customer Insights application for Microsoft Dynamics 365. One of the primary advantages of this is that you’ll never have an outdated solution in need of updates.
Moreover, you get a solution that suits a large number of companies based on some general recommendations, as well as the needs Microsoft has identified through their customers over a longer period of time. Going with a standard solution may well be the right thing to do, but the downside is a lack of flexibility. Because if you start adjusting a standard solution, it may create challenges in relation to ongoing updates.
If you already have data in several systems and would like to gather them in a large overview that the individual employee can access from his primary platform, it might be a good idea to build the solution around a data platform in Azure. The advantages of a solution like this are that you can preserve the systems you have today, and in that way, also build upon something that you know already works.