The more you know about a customer the more “intimate” you can be. Customer 360 means you have a full picture of the relationship you have with the customer. This includes information from finance, customer support, marketing, sales, systems etc. though additional items are incorporated in creating this customer 360.

The idea is that the entire organization views the customer the same way vs. each department looking at the customer from its own perspective and its interacting accordingly.

For example sales thinks a customer is the best as they buy more and more but finance thinks they are the worst as they don’t pay on time.

The customer 360 is a key tool in minimizing churn and maximizing retention as new customer acquisition can be expensive.

The Customer 360 is a key tool to focus the organization so the entire organization has the same picture.