Consolidating your data to unlock CRM Excellence
The starting point for delivering best-in-class CRM is to bring all your data into one place. You need to gather all your data streams – online and offline – and consolidate them so that you have a complete view of each and every customer. This includes not only their purchases, but their browsing history, product returns, complaints, marketing permissions and preferences, customer services interactions and anything else you know about that customer.
It’s this wealth of data that will enable you to deliver highly personalised communications, automate the right messages for just the right time, spend your budget in the rights places and drive higher profit from all your activities.
Once you’ve consolidated all your data, you’ll want to have a user-friendly, effective way of accessing and using the data. Whether you call it a Single Customer View (SCV), a Customer Data Platform (CDP) or something else, this will be the central access point of all the data held across your business about your customers – allowing your teams to access both online and offline behaviour, giving you a complete picture of your customers.
Build a Single Customer View That Drives Personalised, Profitable Engagement
Your SCV will be the foundation of everything you do going forward – your segmentation, your marketing strategy, your automated campaigns, everything. So, it’s vital that you choose the right tool. That’s particularly important as you look to the future and some of the exciting new developments that are now possible – but only if you have your data properly organised.
Your data can help you identify customer fraud, deliver customer comms in real-time, or integrate with your AI tools to deliver innovative solutions. We can help you get your data organised and manage the whole integration into not only your SCV, but all your other Martech, so that everyone in your business has a live, accurate view of every single customer.
Learn why you need an independent designer for your data kitchen in this article.
Consolidated Data Put Into Practice
Ageas, one of the UK’s leading insurance providers, transformed customer experience with their cutting-edge Engagement Hub. Here’s how it works. With limited opportunities to interact with customers, Ageas has unified and utilised data across all areas of their business.
The result? A revolution in customer engagement. The Engagement Hub empowers call centre agents to have intelligent, personalised conversations and tailors online experiences in real-time.
FIND the answers that matter – then ACT
The most important question – how do you allocate your marketing budget for the best results?
Which customers will no longer be with you next year?
Which customers buy what products – and what will they buy in the future?
Which of your current campaigns have no impact?
How well are you recruiting new customers – and which will be the most valuable ones?
What are the most profitable cross-sell opportunities?
Where are the gaps in your customer journey?
How well do you really know your customers?
Unleash customer insight with a Meet Your Customers Project.
