Businesses must deliver great customer service in order to prosper in the current economic climate. They must be quick to comprehend and respond to customer shopping behaviors in order to do this. Businesses require a complete, unified perspective of their consumers in order to appropriately analyze and respond to customer behavior. Why does that matter? With the use of a Single View of the Customer (SVC), a company is able to examine and visualize all the pertinent data pertaining to its customers, including transactions, purchases, demographics, marketing, and discounts, among other things.

Call Center

Customer happiness significantly affects a company’s bottom line. According to one study, 78% of customers have abandoned a purchase due to subpar customer support. The call center of a business plays a crucial role in preserving customer happiness. Customers who contact the call center usually do so because there is an issue, such as a missing order or a product that is broken or inaccurate. It is essential that the call center representative can find a solution as soon as possible.

Performance of Sales

Naturally, it is essential to comprehend a variety of vital measures in order to maximize revenue, including but not limited to:

  • What products are being bought in bulk (basket analysis)?
  • What products are successful or unsuccessful?
  • Do any stores have an issue with their inventory (overstocking or understocking)?
  • Which products are your main customer demographic groupings buying?

Development of a Single View of the Customer

An SVC implementation needs to be powered by a single data fabric in order to be successful. Directly connecting the application to all required data sources in an attempt to establish an SVC will take a lot of effort and be very difficult to achieve. The relevant data can be easily connected by a data fabric, creating a platform for operational analytics and a single view of the consumer. The following specifications should be met by the data fabric powering the single view of the customer:

  • It must combine in a single data storage all the pertinent information from the existing data sources. This makes it possible to do complicated analyses across all of the related data.
  • It must be flexible enough to accommodate new data. Additional data sources are frequently found to be useful as the organization develops and flourishes, learning to use its new SVC. They must be simple to incorporate into the system.
  • The rapid initial implementation is necessary. The best course of action is to use a no-code solution. Rarely do businesses have the funds to support costly, multi-month IT initiatives.
  • It shouldn’t interfere with current systems. The data fabric should offer an enhanced data layer that can handle the intricate analytical queries needed by the single view of the customer without interfering with how the current data stores or apps operate on a daily basis.

Conclusion

The bottom line of a business can be significantly and favorably impacted by a well-built SVC. Increased customer satisfaction is possible. Analyses are capable of evolving from reactive to anticipatory consumer behavior. The deployment of a Single View of the Customer is now conceivable thanks to new technologies that enable the quick creation of the data fabric that will likely be needed to support the application in this effort.

Frequently asked questions:

What is the value of a single customer view?

You can better understand your customers and get to know them thanks to a single customer view. The SCV lets organizations offer customers ever-greater amounts of useful, pertinent, and delightful experiences while also empowering marketers to sell more effectively and efficiently.

What is a single customer view solution?

The process of presenting a single, correct record for each client is known as a single customer view (SCV), sometimes known as a unified customer view. Cross-functional teams and organizations may leverage aggregated data to produce more valuable business results and deliver top-notch customer experiences thanks to SCVs.

What is meant by a single view?

When you have a single client view, you have one place where all the information you have gathered about each person you do business with can be found. In a Customer Data Platform (CDP) or Customer Relationship Management (CRM) system, this view often appears as a profile page.