By interconnecting several different communication channels into a 360-degree communication via CRM system (the so-called omnichannel CRM), it gives a comprehensive overview of all the communication with a customer in real time. In the relationship with the customer, the knowledge of their individual needs and the overview of all the communication plays a vital role (customer experience). CRM user is informed when a service department has received customer requirements or what stimuli from marketing messages were valuable for the customer and to what they have reacted or what kind of help was provided by a call support. This information is not only valuable for building better customer experiences with your product or brand but it also creates new opportunities for further cooperation with the customer for marketing and sales departments.
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