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1. Customer 360
Your C ompany N ame

2. Content
2
01
What is it?
02
Why do it?
03
Drive ROI by getting a
holistic customer view
04
Customers Journey
05
Customer
360 Framework
06
Customer
360 Architecture
07
Customer
360 Lifecycle
08
Customer 360
Executive Dashboard
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3. What is it?
3
Get a complete view of customers by aggregating
data from the various touch points that a customer
may use to contact a company to purchase
products and receive service and support
Providing customer-facing employees and
partners with information made available
inside everyday line-of-business
applications
Blending multiple operational and transactional
data sources to create an on-demand analytical
view across customer touch points to enhance
the customer experience
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4. Why do it?
4
Provide a complete customer view to sales and services teams,
empowering them to grow upsell/cross-sell revenue opportunities
and to better serve the customer
To better understand how customers perceive your products and
services, while decreasing customer churn rate
To create a single repository that avoids single view integrations,
and enables quicker insights and improved access to metrics
Add your company specific text here
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5. Drive ROI by getting a holistic customer view
5
Acquire new leads
› By identifying the characteristics & traits of high- value
customers & finding more like them
› Add text here
Increase customer retention
› By delivering relevant content & consistent experience
› Add text here
Raise conversion rates
› By identifying friction points in a customer journey that leads
to decreased customer satisfaction
› Add text here
Add text here
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6. Customers Journey
6
Customer searches online
for a product
While on the site, customer
tends to click on display ad to
know about the offer
Once convinced he applies
for the product while filling
the form
The customer receives an
acknowledgment email from
the company
Customer sees an ad on
twitter highlighting the
benefits of the product
Customer calls the call
center and learns more
about the product
The executive sends an
email offer to the customer
basis his requirements
Search Display
Direct Mail Form Completion
EmailSocial Ad Call Centre
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7. Support Ticketing
Social Media
Email
Supply Chain and Fulfilment
Customer Feedback
Call records
CRM System
DBMS
External Sources
Exports and Wikts
Content Management
Customer 360 Framework
7
The Destination
Extra Services
› Quickly receive customer issues
› Proactively address needs
› Initiate upsell & cross-sell talks
› Add Text Here
› Add Text here
Seamless Experience
› Create lasting relationships
› Improve loyalty scores
› Boost value over competitors
› Add Text Here
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Tracking Effectiveness
› Track customer sentiment
› Predict consumer demand
› Anticipate future behaviours
› Add Text Here
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Change Dynamics
› Dynamic Customer views
› Context shifts by user’s role
› Updates instantly appear
› Add Text Here
› Add Text here
360⁰ View
of
Customer
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8. Customer 360 Architecture
8
BI on Structured Data
DWH
Campaign Management
Web Portal Customer 360 CRM Analysis
Sales & Marketing Analytics
BI on Unstructured Data
Brand Reputation
REAL TIME ANALYTICS
UNSTRUCTURED STRUCTURED
Blog Web Data Machine Mobile Social Customers Sales Marketing
Analytics on Information
Customer Clustering
Mobile App
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9. Customer 360 Lifecycle
9
› Involves aggregating or merging of different data
sources by defining certain rules and keys so that we
can further store and mine the data
Data Integration
› Once the data is integrated and stored, it is
necessary to process or shape the data so that
it can be used for further analysis
› Add text here
Data Mining
› Integrated data is pushed to a unified database
platform for further analysis
› Storing data in a standard format so that it can
be easily accessed and further processed
Data Storage
› Analyzed data is processed in real time so that
the executive has customer insights ready
when customer approaches the organization
› Add text here
Data Streaming
› Customer insights are provided by scoring
the customer behavior from the data
Data Science
› Customer insights are provided with the help of
visualization so that it will be easy to interact
insights by customer service executive as well
as the customer
› Add text here
Data Visualization
Customer
360⁰
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10. Customer 360 Executive Dashboard
10
84%
Requests Answered 2018
1.02M
Total Requests 2018
€52M
Total Revenue 2018
8%
Support Costs to Revenue
8%
17%
75%
More than 2 hours
1-2 hours
Less than 1 hour
Avg. Time to Solve an Issue
64%
80%
96%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
38K
42K
46K
%ofRequestsAnswered
Requests
Request Volume Vs. Service Level
Requests Answered Calls
2018
0
5
10
15
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cost per Support
Cost per Support Average Cost per Support
2018
30%
45%
9%
11%
5%
Customer Satisfaction
75%
Positive
Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
0%
5%
10%
15%
20%
25%
30%
0
10
20
30
40
50
60
70
80
2013 2014 2015 2016 2017 2018
%ofRequestsAnswered
Revenue
Revenue and % of Support Cost To Revenue
Revenue % of Support Costs
Target>=90%
Customer retention
94%
2.8
2.3
3.5 3.6
3.3 3.2

11. Customer 360 Icons Slide
11

12. 12
Additional Slides

13. 13
0
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40
50
60
70
80
90
100
FY '14 FY '15 FY '16 FY '17 FY '18 FY '19 FY '20
SalesInPercentage(%)
This graph/chart is linked to excel,
and changes automatically based
on data. Just left click on it and
select “Edit Data”.
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and changes automatically based
on data. Just left click on it and
select “Edit Data”.
Product
01
Product
02
Area
Chart
Product 01
Product 02

14. 14
Combo
Chart
0
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20
30
40
50
60
70
80
90
100
2015 2016 2017 2018 2019 2020
Profit(InThousands)
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excel, and changes automatically
based on data. Just left click on it
and select “Edit Data”.
Product
01
This graph/chart is linked to
excel, and changes automatically
based on data. Just left click on it
and select “Edit Data”.
Product
03
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excel, and changes automatically
based on data. Just left click on it
and select “Edit Data”.
Product
02

15. Our
Mission
15
Mission Goal
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Vision
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16. Meet Our Team
16
Name Here
Designation
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Name Here
Designation
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Designation
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17. 03
01
02
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Venn
17

18. About Us
18
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Target Audiences
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Preferred by Many
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Value Clients

19. Financial
19
45% This slide is 100% editable. Adapt
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85%

20. Puzzle
20
01
04
03
02
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21. Thank You
21
emailaddress123@gmail.com
Email Address
0123456789
Contact Number
# street number, city, state
Address