GB995 Guidebook on 360 Degree View of a Customer R16.0.1
- Maturity level: Level 4 - Forum Approved
Created By: Customer Experience Management Project
A 360 degree view of a customer first of all refers to the ability to assemble information, which describes the customer from various angles. This comprehensive view allows advanced analysis in order to gain additional insights. It allows drawing conclusions for finding the right actions for business optimization. The direction taken with these actions can be very diverse: For example, network investments can be well targeted, user experience can be improved, or personalized marketing campaigns can lead to successful up-sell. In any case the 360 degree view of a customer, as introduced in this guidebook, will place the individual customer into the center of considerations and actions.