CRM solutions are intended to track a 360 view of customers. What does this mean? Judging by the marketing literature supplied by CRM vendors, a 360-degree view would offer a complete view of the customer corridor throughout the sales cycle: from the customer’s initial touch and transaction history through the marketing program and on to the purchase decision – with some predictive analytics thrown-in for good measure.
Scott Smith
About Scott
- Expert at system design and implementation of customer experience management (CEM) systems, Scott Smith, former Director of Product Management for Satmetrix, writes on CEM data gathering, reporting, analytics, and more with the goal of maximizing business integration of CEM systems.
