In today’s business landscape of customer-first, personalized, seamless experiences, offering what would have previously been considered a perk is now expected. Whether your business is a fledgling startup or an enterprise organization, having a good understanding of your clients allows businesses to build robust, long-lasting relationships. This is where “a 360-degree client view” in CRM software comes into play.
But what is a 360-degree view of the client? How does it allow business to better engage, serve and sell to clients? Let’s talk about what it is, how it works and why it should be integrated into the best CRM software we have to offer today.
Understanding the 360-Degree Client View
A 360-degree client view is the complete and unified profile of a customer in a CRM system. It brings together any information pertinent to the customer, including personal information, interaction history, transactions, support tickets, preferences, and feedback into one central dashboard.
Being able to attain this holistic view empowers sales, marketing, and customer service teams to not only know where the customer has been on their journey, but also what their (customer) needs may be moving forward and how to provide very personalized solutions across the multiple touchpoints as the customers travel along their journey.
In sum, a 360-degree client view delivers a single source of truth about your customer data.
Why Is a 360-Degree View Important?
In a traditional siloed system, customer information is typically spread across departments. Sales has one set of data, marketing another, and support will be using a different set altogether. All of these different sources of data make for a broken experience which allows for miscommunication, delays, and bad service.
With a 360-degree client view powered by CRM software, the ability of an organization is to:
- Analyze customers values and actions in real-time
- Drive internal collaboration across departments
- Leverage upselling and cross-selling opportunities by offering personalized promotions
- Decrease the time to help customers overcome problems by providing all the context to the support team
- Manage customer loyalty proactively and consistently
This is critical in more competitive and diverse markets such as India, where customer expectations continue to undoubtedly increase and personalized service will and has added value to customer purchasing discretion.
Key Components of a 360-Degree Client View in CRM
To have CRM providing a complete 360-degree view, it must gather data from various customer engagements. Usually, it does so with:
1. Basic Contact Info
- Name, email address, phone number, company, job designation
- Location, demographic data
2. Communication History
- Emails, calls, chats, meeting notes
- Support tickets, resolution timelines
3. Sales and Purchase History
- Deals won previously, frequency of orders, average deal size
- Items or services purchased, date of expiry
4. Marketing Engagement
- Interacted with email campaigns, participated in events
- Website visit, form fills, and ad clicks
5. Customer Support Records
- Issues raised and solutions provided
- Satisfaction scores, complaints
All this information sits on one platform to help your team respond promptly, with the right thought processes, and be confident in their decisions.
How the Best CRM Software Enables a 360-Degree View
Not every CRM is created equal. The best CRM software has 360-degree client view features, including:
- Omnichannel integration: combines data from email, phone calls, SEO, social, WhatsApp, etc.
- Real-time sync: your team can all see the same client information updated and current.
- Custom dashboards: modifies the client view based on roles, such as sales or support or marketing.
- AI and analytics: it will also suggest actions based on customer behavior trends and past customer interaction.
- Data enrichment tools: they can automatically fill in supplementary data from public or proprietary data sets.
When leveraging a CRM solution with these capabilities, organizations have deep insight into each customer that is based on evidence to take action on, not just shallow level data.
CRM Software in India: Why 360-Degree View Matters Even More
As Indian businesses focus more on digital transformation, the need for all-in-one CRM software in India continues to increase. But these Indian businesses have their unique challenges:
- Different customer profiles across regions and languages
- Contacting customers through multiple communication channels (SMS, WhatsApp, voice, email)
- Multiple follow-ups with long sales cycles
- High expectations of personalized relationship-oriented service
In this light, a 360-degree view is not just a feature, it’s a must-have capability. Whether you’re a D2C brand, B2B tech business, real estate company, or service business, you need to understand your customer extremely well for the long term.
CRM systems such as Doinsights, Zoho CRM, Freshsales, and Salesforce India allow teams to create meaningful 360-degree client views that can accommodate all of the previous items unique to Indian businesses. They help manage a significant number of leads, work in multiple languages, and engage via engagement strategies that are culturally relevant.
Benefits of a 360-Degree Client View in Practice
Let’s take a closer look at some real-world advantages organizations see after adopting this method of operation:
1. Improved Sales Conversions
Sales teams can prioritize leads based on awareness, and engagement, by assessing buying signals based on past history, leading to shorter sales cycles.
2. Better Customer Support
Support teams do not need to ask customers to “repeat their issue” every time, they have the context full “context.”
3. Better Marketing
Marketing teams can segment audiences based on real data and send personalized outreach that convert at better rates.
4. Improved Customer Retention
Enhancing customers’ sense of being known and valued increases their loyalty and decreases churn.
5. Better Decisions
Management has access to customer behaviors around trends, common pain points and behaviors that impact revenue which allows for better strategy.
Final Thoughts
In a customer-first focused business context, having a 360-degree view of your client is quite an advantage as it allows you to serve better, sell faster, and grow stronger. Knowing you have the right CRM software means no more guesswork, your teams aligned, and a greater knowledge of your clients.
If you’re looking for the very best CRM software with 360-degree, real-time client insights, look no further than Doinsights. Doinsights is a trusted provider of CRM software in India. We help organizations break down their data silos, enable their teams, and create an exceptional client experience.
Are you ready to change your customer engagement strategy? Visit Doinsights today.
