Essay Customer Data Transformation A

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Single/360 degree view of customer for our organization.
The customer data is complex and it is stored on several different systems in our organization. By using SAP CRM system we are able to retrieve this data from different systems to create a single holistic view of the customer. This data when used together proves to be extremely valuable. It provides optimal information, at the right time via right medium to maximize customer value. It provides everyone in the organization with a consistent view of customer and enables the sales representative to get most out of the customers.
Who needs a trusted single view of customer data and why?
Sales:
Optimize Selling
Better territory management
Better prospecting , cross selling and client retention
Better opportunity management.

Marketing: Know Customers
Better customer segmentation, understanding and analysis.
Better and more interactive marketing

Service/Support
High Class UX
Cross channel consistency
Improved customer experience

Finance: Compliance
Improved billing and invoicing
Better performance management
Better compliance and risk management.

Following are the few benefits of creating the 360 degree view of customer in our organization.
Increased visibility - The 360 degree view provides insights into customer accounts and improves day to day management and cross team collaboration. It provides greater management insight into health of the sales pipeline. The sales teams are now aware of what leads the customer has, what campaigns are available to them. They have information about the opportunities and sales orders that are open with the customers.
Cross selling opportunities: The 360 degree view provides information about the web-sites that the customer visited and type of products that they were looking for. Knowing the customers and their interests helps the sales team to increase sales to new and existing customers through cross-selling of other products.
Enhanced customer service: The sales teams have visibility to the customer interactions such as in-bound and out-bound phone calls, email exchanges, on-site visits and demos by engineers etc. They can view and manage tasks and appointments with the customers. They can see open issues tied to the products and services with the customers so they can prioritize and resolve them. This information improves customer communications and it enhances customer retention
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