Share this on:
Customer 360 is the process of generating a single, consolidated view of every customer by collecting all their interactions, transactions, preferences, and behaviors across your company. Instead of fragmented information residing in marketing, sales, or support, your teams will have the complete picture. Simply put, customer 360 is the concept of pulling together all the information available about an individual customer into one, reliable profile. This holistic view allows teams to understand who the customer is, and what they need, without guesswork. Your teams can create personalized experiences and make fact-based decisions.
Is Customer 360 the same as CRM?
Not really.
It is simple. CRMs or catalogs hold disparate customer data, but Customer 360 connects the dots! It brings together CRM records, analytics, support logs and behavioral data at every touchpoint. Customer 360 delivers a singular customer story that everyone can rely upon across the business.
What is a Customer 360 platform?
A Customer 360 platform is generally part of a customer data platform (CDP) or master data management (MDM) solution that accomplishes the following tasks:
Data Aggregation
This is the collection of information from any relevant sources, CRM systems, marketing, support logs or web interactions.
Identity Resolution
Duplicate entries are removed, and relevant records are consolidated into a clean single profile.
Unified Customer Profile
The customer information is packaged into a comprehensive real-time view.
Activation
Teams can personalize campaigns, analyze data or execute service workflows using a trusted customer profile.
Why do Businesses Need Customer 360?
Because data is distributed throughout systems leading to inconsistent experiences, ineffective personalization, and inefficient effort. Customer 360:
- Breaks down data silos and makes information transferable across departments.
- Creates more relevant and consistent customer outreach.
- Creates a foundation for better analytics, predictive insights, and automation.
Who benefits from Customer 360?
Customer 360 is valuable to multiple roles:
- Marketers get better targeting and personalization.
- Salespeople have more complete customer context.
- Support staff are better at resolving issues quickly.
- Analytics and the AI teams are working with clean, unified profiles.
