InteractCM - Fact Sheet - Customer Snapshot

A Customer Snapshot or Base Customer Profile is summary information which gives a high level view or profile of a customer. This information is used by customer facing staff when interacting with the customer to assist them in the most appropriate way.

Typically, the customer snapshot will contain a summary of the current relationship that the customer has with the organisation, including a list of all products and services used by the customer.

The customer snapshot allows customer-facing staff to respond in a manner that is appropriate to the type of relationship the customer has with the organisation.



	High value customers who are given poor service
	Customer-facing staff do not know of current offers to the customer
	Loss of high value customers
	Loss of potentially high value customers
	Low cross-sell rates


	Customer-facing staff respond to customers in an appropriate manner
	Customer-facing staff are alerted when serving high value customers and VIPs
	High value customers are retained
	Potentially high value customers are retained

A number of key issues need to be addressed in order to provide an accurate customer snapshot to customer-facing staff. These include obtaining a single view of the customer's products and services, providing up-to-date information on the customer's relationship with the organisation, and having the information available at all customer touch-points.

Once the key areas have been addressed, summary information on the customer may be delivered to all customer-facing staff to assist them in providing appropriate service to every customer.

The customer snapshot is an invaluable tool in that enables the delivery of customer knowledge to the right person at the right time and place.

Please fill out the form below and we will get in contact regarding how we might assist you with this offering.

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