Nowadays, customers communicate with companies through channels and more complicated means, various and intertwined than before. It is even possible that they prioritize some channels for certain types of queries, and others for specific orders and purchases. In this scenario of multichannel, where the presence omnicanal It is so important, meto the information that We can meet our clients, your preferences and interests change all the time. We call this “dynamic information” and we must generate an intelligent data management plan that allows us to have control.
Interactions by phone ors visits physical he is no longer the unique nor the more common. However, the networks they are already common elements in communication with customers.
You may be interested in continuing reading What to expect in 2021: Internet of Behavior (Job?)
In this context, we know that the data we obtain of Our customers sin increasingly complex and it becomes difficult to decide whatThey are relevant and reliable, in addition to maintaining a constant update. But there is something that is fundamental: achieve a integral vision of the client will allow us mark one great difference in business management.
Cto get oneunique vision Y integral customer U.S helps us to orient ourselves towards the objectives and to achieve:
- Improve the quality of marketing campaigns. due to a better understanding of their different interactions with the company through the different contact points. This way, can increase sales, improve customer service and support strategies to improve customer experience.
- Ensuring that the most critical information tscam consistency and is availablewhen necessary to improve customer loyalty and ensure compliance.
- Discover customer relationships, products and organizationss with whom we have a relationship.
Keep reading How to achieve customer intelligence? The role of the CDO
MDM – Client 360
Through a solutionMDM– Customer 360 siled data and other fragmented sources can be integrated for a holistic view of the customer.
What's more, with an MDM: Client 360 we can also help in its management in different ways:
- centralizesSpooky the incorporation of clients,validating the information and enriching it.
- ConsolidatesSpooky critical customer datato create a single vision that allows us to obtain key information to outperform our competition.
- Presentation graphically the connections between clients, locations, products, contact channels and other related entities. This way, we can fully understand the relationships that may be hidden behind customer interactions.
- ImprovementSpooky interaction with customersin real time.
When you find a solution with these 4 functionalities, marketing teams, customer service and sales acquire the ability to make use of strategic customer programs that are based on a comprehensive view of the customer that helps to better understand the customer.
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“Yl 84% of companies working to improve customer experience report increased revenue and surveys“ Source: Data dimension |
Specific cases, real advantages
Organizations that already make use of this type of solution obtain advantages like these:
- Improved loyalty. When all kinds of operations are connected, both commercial and marketing, services, etc., the customer is recognized in every interaction through any channel.
- Improve interaction. By having a single view of the customer, we can track how any customer interacts with the website, with theMarketing departmentor any other department or channel and in this way the efficiency of the campaigns can be analyzed to get better leads through predictive analysis.
- Improved ratios. Customer data can be strategically managed to better understand how customers interact with the business, which channels are your favorites and which offers are the most popular.
- Improved experience. A client interacts with our organization in different ways depending on the situation. Understanding these different roles and acting accordingly can be crucial.
In a context of crisis like the one we are going through, Improving each interaction we have with our clients and potentials is essential since it directly impacts the economic results of the business.
How does your company handle the customer experience?
Would you like to know more about how data impacts your relationship with your customers??
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