At the start of each CRM implementation, which should occur at the latest by the time you conduct the first Fit/Gap workshops with business users, a 360-degree client view will be one of the most popular subjects.

Once started, you will soon discover that most, if not all, business units and representative stakeholders will become passionately involved in these discussions. These discussions, and consequently, the design of your 360-degree client view, will provide you with a great opportunity to create a solid foundation for your CRM solution. The 360-degree client view will not only be the tool that your company uses to record and assist the customer across all your channels with the best possible customer experience, but it will be the strategic approach for your business to streamline processes and reduce operational costs.

A 360-degree client view often initiates a big debate between all the key players and business stakeholders. The discussions taking place...