Single Customer View: What it is and why you need it

Data & Reporting | Service & Support

by   INSIGHTLY TEAM

What is a Single Customer View or SCV?

Single customer view (SCV), also called a unified customer view, is the process of presenting a single, accurate record for each customer. SCVs allow cross-functional teams and organizations to use aggregated data to drive higher value business outcomes and provide high-quality customer experiences.

Single customer views are imperative for organizations looking to maintain a competitive edge and provide superior customer experiences. In many organizations today, customer data is stored across several different platforms, accessible by individual teams and access is limited or non-existent for many others. This decentralization and inaccessibility leads to missed opportunities, poor customer satisfaction, and lower value business outcomes. 

A 360-degree unified customer view often includes the following data:  

  • CRM and customer data
  • Behavioral data
  • Marketing channel interactions
  • Sales representatives’ interactions
  • Support tickets
  • Project status

Next, we’ll discuss what types of data you’ll want in your single customer view, and the six core benefits you’ll experience once you put yours in place.

What types of data should be in your SCV?

The single customer view is crucial for business success. Data can no longer be stored piecemeal in one platform or another and isolated from the rest of the organization. Instead, data must be shared and instantly accessible across your organization. Single customer views allow you to make critical business decisions with a full picture. The types of data that make the biggest impact are listed below.

Behavioral Data 

Single customer views aggregate a customer’s behavioral data, including website interactions, form submissions, and time on site data (among many other metrics) to allow marketers to make split-second decisions on their audiences’ preferences and buyer’s journey. This data is typically isolated to marketing. With a SCV, sales reps benefit when they know what content piece or pages a prospective customer viewed that prompted them to talk to sales. 

Sales Representatives’ Interactions

SCVs include the most important driver of revenue in a business: sales representatives’ interactions. Pre-sales follow-up and high-quality interactions with customers (driven by background information and superior customer intelligence) are some of the major reasons customers choose one brand over another.   

While most organizations believe they win or lose on price, it’s often service that is the bigger factor, according to recent research from DoubleCheck. In one of DoubleCheck’s recent new win/loss program client onboarding sessions with a midsize enterprise software vendor, the CMO stated, “We felt like the pre-sales support we received wasn’t great, so we didn’t think the solution was worth the extra price.” 

Flaws in pre-sales support can be a major reason C-suite execs or Product Managers often pass on one particular solution in favor of another. SCVs expose this interaction data to your entire organization to create a complete picture of how all teams share in the sales process. For instance, marketing and customer service can get better insight into the sales process when they see phone call frequency/notes, email chains, or in-person interactions (events or quick meetings) that the sales team conducts. Perhaps a customer success rep can better serve a client with a support question if he or she knows that the client is in talks with a sales rep about upselling to the next level of service on your platform.

Customer Service Representatives Interactions

The support tickets that customers submit give insight into how they are using your product or service.  Your technical support team can field hundreds of support tickets per day. Having customer service interaction data at the ready for all teams helps improve understanding across the organization when all teams can see the most common concerns coming in. 

For instance, if a sales team member is on an upsell call with a customer, it’s helpful for that person to know that the client has three open support tickets. Engineering may be interested in seeing what’s causing concern within the user base in real time. Marketing, the team most likely to be monitoring social channels, can benefit from knowing if there are issues with a feature that may come up in social posts.

Marketing Channel Interactions

The number of MarTech applications has risen astronomically in recent years. Chances are, your marketing team has a sizable MarTech stack with tons of valuable information on various platforms. 

Single customer views allow your organization to consolidate fragmented marketing channel interactions into actionable data. It is essential for marketers to clearly understand what is happening across social platforms, SEO tools, ad platforms, SMS tools, marketing automation platforms, and more.

With single customer views, marketers in your organization will no longer be required to waste time and effort logging into multiple platforms to monitor campaign data and conversions. SCVs simplify the work for data analysts by providing a holistic, easy-to-customize view of a customer’s journey across channels, providing a window into the customer’s behavior – tracking their journey from search, to clicks, and ultimately helping you better understand how, when, and why they purchase your product. Better yet, this data is shared across teams like sales and customer success for better communication.

6 Single Customer View Benefits

1. No more data duplication

SCVs eliminate the widespread issue of data duplication across your organization. When data is duplicated, there is a strong likelihood of errors.

2. A better understanding of every single customer

SCVs combine all of the random decentralized fragments of data collected across your organization and then build a true roadmap that clearly presents a holistic view of how your customers interact with your brand, make purchases, and interact with your customer service teams. SCVs allow you to:

  • Instantly view each customer interaction and get up to speed on ticket statuses to avoid going into a conversation unprepared or ill-informed. 
  • Avoid the frustration of working in standalone service applications.
  • Access multiple data points in a single platform – communicate faster, deliver better experiences, and resolve customer issues faster.

3. Improved personalization opportunities

A 360-degree view allows customer service agents and marketers the ability to custom-tailor solutions and interactions as they track each and every touchpoint your customer has with your brand. 

  • Understanding your customer’s behaviors allows your organization to build 1:1 relationships and rich, personalized experiences.
  • Improved personalization increases brand credibility and enhanced authenticity.
  • Better customer experience and more opportunities for customer engagement result from a deeper understanding of customer intent.

4. More efficient marketing campaigns

SCVs allow your team to improve targeting and reach customers at their decision point rather than dragging out marketing campaigns due to poor understanding of each segment’s customer journey. 

  • Single customer views ensure better audience segmentation and improve campaign performance.
  • Enriched data allows you to improve your ad spend and laser-target your marketing messages to ensure they reach the right audience at the right time.

5. Faster customer service inquiry resolutions

A 360-view of each customer enables you to empower your teams to quickly solve customer challenges.

  • Mission-critical customer data is available to all your teams, in real time, empowering them to have more relevant conversations that drive customer satisfaction and success.
  • Your team can close tickets and share information across your organization faster than ever.
  • Understanding churn rates and churn risk tells you where and when to intervene, re-engaging customers throughout the renewal cycle.

6. A better user experience

Rich user experiences increase the likelihood of future purchases and ensure customer delight across all segments. Delivering world-class experiences will set you apart, drive growth, and improve your brand’s positioning as a leader in your industry. 

Get a 360 degree Unified Customer View in a Unified CRM

Your SCV can be a reality; choosing the right CRM is a first step. Insightly’s Account Plan feature is a great way to set the vision for your SCV. If you’re ready to choose your first CRM switch from your current platform, it’s time to check out Insightly, a unified CRM that combines sales, marketing, project management, and service into one platform to unify your teams. Plus, with Insightly AppConnect, you can build low-code or no-code integrations to connect Insightly with all of the other tools you use throughout your organization. 

Know your customers. Build stronger relationships and unify your fractured data with Insightly’s unified CRM. Schedule a free needs assessment and a demo today.

 

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