Technology gives businesses access to a vast amount of customer data, but it’s only helpful if your teams can easily access, interpret, and use it. Overlapping data, inconsistent or outdated information, or incomplete customer profiles make it difficult to create outstanding user experiences.
Creating a single customer view allows you to unify all the data you have for each individual customer in one profile, allowing you to target potential buyers and serve existing customers more strategically. An SCV enables marketers, sales reps, and customer service team members to tailor customer journeys to each individual’s needs.
To help you create SCVs, this post will cover:
- What is a single customer view?
- Benefits of a single customer view
- How to create a single customer view
- Potential issues for creating a single customer view
What is a single customer view?
A single customer view (SCV) is a unified summary of all the data you have about a customer or prospect. It is sometimes referred to as a 360-degree view or unified customer view (UCV). An SCV allows businesses to see the history of a user’s interactions with a brand so you can improve customer journeys and enhance the customer experience.
Benefits of a single customer view
There are a lot of reasons to create and maintain single customer views. Your sales and marketing teams will discover unique benefits of their own, but there are some that are common to every team in any industry.
Easier access to data
Since an SCV displays all your customer information in one place, you reduce the risk of data silos — where certain knowledge is accessible by one team but not others. An SCV allows every team in your organization to quickly access the data they need to serve a buyer at any stage of the customer journey.
Better multitouch attribution
Multitouch attribution allows you to assign the appropriate weight to customer interactions along a buying journey. An SCV lets you see how individual customers are influenced across each channel and determine which marketing efforts are doing well or underperforming. Then you can build more accurate customer journey maps to better inform how you design future campaigns.
Simplified personalization
An SCV gives you the power of individualized customer profiles with in-depth histories, which allows you to better personalize marketing experiences, sales conversations, and customer service issues. And since these profiles update in real-time, you always have the most relevant information to ensure every customer experience is excellent.
Improved customer service
SCVs give customer service representatives the real-time data they need to view a customer’s historical relationship with a brand. When a buyer calls with a problem, the representative knows how long they’ve been a customer, their purchase history, if they’ve called before, and what the call was about — even if the rep hasn’t spoken with them before. Having access to these details not only helps resolve issues quicker, but it also makes a customer feel remembered which improves their overall experience, brand trust, and loyalty.
How to create a single customer view
The design or format of a single customer view is unique to every business. The steps you take to build them also depend on your industry, the type of customers you serve, and your business’s current use of CRMs or CDPs. Here are some general steps that all businesses should follow to make creating an SCV as efficient as possible.
1. Take stock of your existing data and customer journey
The first step to creating a single customer view is to take stock of all your customer data and its internal owners. Have each team conduct its own audit of data sources, including data warehouses, point of sale (POS) systems, email marketing software, and customer support platforms. Identify what data is being collected, how and where it’s being stored, and who has access to it.
During this process, align your teams on shared goals. Make sure that all relevant parties across departments understand what data is being collected and where it needs to go from now on.
With all your data located and properly unified across departments, review your customer journey map. This will help you visualize how customers interact with different channels and get to different steps in their buying process. To do this you’ll want to:
- Set goals. The goals of your customer journey need to reflect your organization’s goals and align with the metrics you’re already using.
- Define personas. Know which customer personas you want to target. The more specific you can be the better.
- Determine touchpoints. Identify all the touchpoints your buyers will interact with along their journey. This is the foundation for your customer journey.
- Map the current buyer journey. Be sure to consider every possible variation a customer could take.
- Map the ideal buyer journey. This is the path you want the buyer to take. Knowing the gaps between your preferred customer journey and the actual one will help you understand where your marketing and sales efforts are misaligned.
Understanding your customer journey map helps you understand what data you are currently collecting and uncover any gaps. Any weak or uncertain areas of your customer journey are an indicator that you could use more high quality data for that touchpoint.
2. Evaluate software
Evaluate your current software or start shopping for a new one, like a customer relationship management (CRM) platform, customer data platform (CDP), or data management platform (DMP). To decide whether your current system will work or if you need a new one consider:
- Tools your team is using. Evaluate whether your current software is capable of creating an SCV. If you are looking at a new system you’ll need to know if it’s compatible with what your team is already using or causes any redundancies.
- Cross functionality. You can further simplify the customer data management process by using a software that multiple teams across different departments and functions can apply to their segment of the customer journey.
- New data sets. Finding new data will help fill gaps in your customer profiles. The better data you have access to the greater the visibility you have into the touchpoints a single customer interacts with.