ECRM and SCV Database.

Descriptions

We are seeking a complete single view of the customer using all of our data sources (web bookings, customer service information, third party data and social media interactions — currently held in different platforms) to improve understanding and knowledge of our customers and ensure better customer engagement across our communications, in particular eCRM. We are therefore looking for a solution that connects all of our data sources and customers together into a single customer view to enable 1-to-1 communications and 1 to many communications, learn more about the triggers that will cause a customer to disengage with each of our brands and better understand our customer relationships. The solution needs to be able to support a number of actions: interrogation of the data to get insights into customers; interpretation of the data for individual customers for individual departments to provide improved communication for these customers, e.g. customer services; and manipulation of data to ensure departments gain key insights into individual customers. All data must be displayed in 1 single place with easy access for individual departments to communicate easily with customers, display historic data and new data about individual customers and interactions across all channels.