While digital media has given businesses numerous channels to engage with their customers, only 16% of companies currently use that data to form a single customer view (SCV).
Creating a SCV gives businesses the ability to track customers and their communications and purchase behaviour across channels.
A survey by Experian found that while 72% of businesses recognise the benefits of using data to offer customers a joined-up multichannel experience, 84% aren’t able to use the data effectively.
More than two-thirds (70%) believe that a SCV would lead to cost savings, with 20% claiming it would help to reduce their bad debt.
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by David Moth
25 May 2012 11:25am
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