Customer Success | 5 MIN READ

Customer Visibility – Why It Matters, Benefits, the Role of CS

What is customer visibility? Does it help in enhancing customer satisfaction? Is it a new uncut gem in the customer success niche? Explore here.

Simran Mohanty
Aug 3, 2021

Customer Visibility - Why it Matters, Benefits, the Role of CS

Customer Visibility - Why It Matters, Benefits, the Role of CS

Ensuring that your customers feel valued is critical to your business. And to do so, you need to develop healthy, long-term relationships with them, which can only be achieved by true customer visibility.

Having visibility to your customer’s information, history, conversation, and shopping patterns, etc., increases your chances of giving them a value-packed relationship. In this blog, we’ll explore everything about customer visibility and how SmartKarrot can help you improve it. Let’s get started.

Table of Contents

  • What is Customer Visibility?
  • What Happens When There’s a Lack of Visibility?
  • Building Customer Visibility Using Data 
    • What are your Health Goals?
    • What are your Usage Goals?
  • Benefits of Customer Visibility. 
  • How SmartKarrot Can Help you Improve your Customer Visibility 
    • Unify Data
    • Understand Customers
    • Transform Customer Visibility to Interactions

What is Customer Visibility?

As the term suggests, customer visibility refers to being fully visible and alert of every customer interaction. These interactions can range from support calls, sales posts, emails, or even accounting interactions. This also includes keeping records of their live chats, phone calls, and social media posts about your company. Ideally, all of these are together in a central database for easy navigation.

What Happens When There’s a Lack of Visibility?

Usually, companies do track all the information about their customers. But, often, it’s siloed in different systems, making it cumbersome to sort through and access the right insights when needed. Having a centralized or single source of truth allows a company to access customer data at any time. 

Also, it creates a holistic view that augments communication, increases your productivity, and leads to a seamless alignment in and across departments.

Building Customer Visibility Using Data 

Every piece of data needs to follow a certain baseline that lets you track your customer’s information. Before we set out to do that, there are two pivotal questions that need immediate attention: 

Those are: 

1. What are your Health Goals?

First and foremost, come up with a well-understood way to measure your customer health score. Defining this will help you track how satisfied your customers are with your brand. Outlining your health goals from the beginning ensures that you and your customer are on the same page. 

2. What are your Usage Goals?

Secondly, you must see how you can measure the number of active users daily, their time spent on your pages, their login credentials, and track their customer journey. The thing about usage goals is that it lets you know where your customers are within your product. By monitoring this, you’ll unlock insight into your customers and product. 

Benefits of Customer Visibility

  1. It provides real-time access: You’ll have real-time access to all of your customer data anytime, anywhere. 
  2. It leads to enhanced productivity: Your employees can connect with customers or prospects when needed since all their information is right in front of them. 
  3. It helps with risk management: Since you can track your customers’ actions, you’ll stand a better chance to handle imminent issues in advance, thereby mitigating risks before they happen. 
  4. It paves the way to strategize more effectively: Customer visibility can enhance operations and the ability to strategize more effectively since you have everything you need in one place. 
  5. It enhances customer satisfaction: With visibility, you give yourself a chance to stay proactive and always know what’s actually going on. Also, since you’ll have access to data and analytics, you’ll learn how to fix errors and enhance customer satisfaction.

How SmartKarrot Can Help you Improve your Customer Visibility

  1. Unify Data: At SmartKarrot, we make customer data and insight easily accessible to you. With its 360 View of Customer feature, you’ll know all the ins and outs of your customers’ activities. Additionally, you can integrate and uncover trends to easily consolidate and combine customer information from multiple sources and records. 
  2. Understand Customers: With SmartKarrot’s smart Customer Health Score feature, you’ll understand their health status and see whether or not this mirrors what you’re aware of in your business. This will also alert you as and when you see an at-risk customer
  3. Transform Customer Visibility to Interactions: Whether it’s workflows, automation, tasks, success plays, campaigns, or expansion opportunities, you can now stay at the top of your game and ensure consistency across your entire customer base. 

Parting Thoughts 

We discussed customer visibility, what happens when there’s a lack of it, its benefits, and how SmartKarrot can help improve it. Hopefully, these tips and tricks will help you bring out your A-game and ensure that your customers stay satisfied with your business. 

At the end of the day, it’s the happiness and love of your customers that truly matter. The more you keep track of your customer’s activity, the easier it becomes to know what your customer likes or, more importantly, dislikes about your company.

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Originally Published August 3rd, 2021, Updated August 19th, 2021

Simran Mohanty

Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.

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