In customer success, it is important to comprehensively understand your customers to ensure personalized and impactful interactions. To embark on the journey towards increasing the customer-facing team's impact, let’s start defining your default customer 360 (C360) views.
Imagine having a basic C360 that serves as a centralized hub, organizing key customer data and applications your team utilizes for effective customer management. This workflow allows you to move toward a deeper understanding of your customer's needs, preferences, and pain points.
While the initial phase may signify the beginning of a 360 view, its impact is far from insignificant. Organizing vital customer data within the C360 gives you a medium level of visibility, facilitating quick access to information that drives actionable insights.
Consider the following questions as you begin setting these up:
- Do you regularly need to access data from various tools or systems?
- Are insights effectively organized within a single view, enabling you to comprehend a customer's situation and take appropriate action swiftly?
By addressing these questions, you pave the way for improved customer-facing teams' impact, transforming your organization's ability to deliver tailored experiences as well as reduce the time your team is spending preparing for customer interactions. As you progress through this workflow, you will be ready to scale your customer engagement efforts and forge stronger connections with your customers.
If you’ve answered, yes to the first question and no to the second question, here are a few things you can do:
- Identify Key Customer Data:
Determine the key customer data that is most relevant and critical for your team's customer management processes. This may include information such as account details, customer contacts, health scores, usage data, support tickets, and more. Collaborate with stakeholders to define the essential data points that should be included in a consolidated view. - Organize Data into Sections:
Organize the data logically and intuitively that aligns with your team's workflow. Group related data and applications together to enable quick navigation and easy access. Consider categorizing sections based on key areas such as account details, health and risk scores, usage analytics, support information, and other relevant dimensions for customer management. - Integrate External Tools and Systems:
If you regularly access data from other tools or systems, consider integrating them to bring relevant information into one view. This integration can provide a comprehensive and holistic understanding of the customer by consolidating data from multiple sources, eliminating the need to switch between applications.
Once you have a C360 view of your customer, you’ll be able to delve the second step of the journey, i.e., accessing and updating CRM account records from Gainsight. Together, we will unlock the secrets to seamless data management, propelling your customer success journey to new heights.
Happy exploring and empowering your customer success endeavors!
