With CRM technologies evolving, one of the important selling points has been the ability of CRM systems to provide a 360 degree view of the customer. Having an integrated view of the customer has helped organizations to keep all departments (Sales, Service, Finance etc.) on the same page and thus in turn provide a consistent service to the customer. Essentially, what has been captured in the 360 degrees view is the transactional behavior of the customer.
A lot of information is available on the social network that can be utilized to improve customer view within the organization. Below are few thoughts on how an organization could look beyond the conventional 360 degrees and capture the behavioral pattern.
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