--- title: How a 360° customer view really works description: Learn how to build a 360° customer view by intelligently integrating CRM systems, real-time data, and analytics for deeper customer insights. image: https://blog.digitall.com/hubfs/owl_final.jpg --- [![Logo\_Logo white](https://blog.digitall.com/hubfs/Logos/Logo_Logo%20white.svg) ![Logo\_Logo colored](https://blog.digitall.com/hs-fs/hubfs/Logos/Logo_Logo%20colored.png?width=400&height=54&name=Logo_Logo%20colored.png)](https://blog.digitall.com/) - [to the DIGITALL homepage](https://digitall.com/) - [English](https://blog.digitall.com/how-a-360-customer-view-really-works) - [Deutsch](https://blog.digitall.com/de/how-a-360-customer-view-really-works) - [English](https://blog.digitall.com/how-a-360-customer-view-really-works) - [Deutsch](https://blog.digitall.com/de/how-a-360-customer-view-really-works) - [to the DIGITALL homepage](https://digitall.com/) - Example Link - Example Link - Example Link # How a 360° customer view really works By [Sabine Kirchem](https://blog.digitall.com/author/sabine-kirchem) on 07.08.2025 [CRM](https://blog.digitall.com/tag/crm) [Digitalisation](https://blog.digitall.com/tag/digitalisation) [CustomerManagement](https://blog.digitall.com/tag/customermanagement) [dCRM](https://blog.digitall.com/tag/dcrm) ![Featured Image](https://blog.digitall.com/hubfs/owl_final.jpg) 1 min read  “We need a 360° view of the customer” is a phrase commonly found in strategic documents. But what does that actually mean? And how can this concept be transformed into a functioning system? The chapter **“How to Get a 360° Customer View”** clearly outlines what is essential: integrated systems, interconnected processes, and a clear use case that delivers real added value.  What I took away from the chapter: - A 360° view is not a reporting dashboard. It is the intelligent integration of CRM, analytics, and real-time data. - The chapter provides a clear explanation of how Salesforce and Google Analytics 360 interact, including feedback channels in campaigns. - Offline and online touchpoints need to be connected both technically and logically, as customer experiences occur across various channels. - A concrete use case, illustrating the journey from a configurator to an in-store visit, demonstrates how personalization, relevance, and automation work in synergy. - The real challenge lies not in the technology itself but in adopting a mindset that focuses on customer journeys, rather than solely on departments or tools. My conclusion: this chapter provides a tangible answer to a frequently vague requirement. It illustrates how a 360° view can become both technically feasible and strategically effective if orchestrated correctly. 🔗 [To the book on Springer](https://link.springer.com/book/10.1007/978-3-658-45798-3) ***This blog post* *is based on the chapter “How to Get a 360° Customer View” by Steffen Deufel from the book “CRM Goes Digital – Design and Use of Digital Customer Interface in Marketing, Sales and Service”, published in 2024 by Springer Gabler Publishing House. *** Share: [![Share on Facebook](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Facebook.png)](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.digitall.com%2Fhow-a-360-customer-view-really-works) [![Share on Twitter](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Twitter.png)](https://twitter.com/intent/tweet?url=https%3A%2F%2Fblog.digitall.com%2Fhow-a-360-customer-view-really-works&text=How+a+360%26deg%3B+customer+view+really+works) [![Share on LinkedIn »](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Linkedin.png)](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fblog.digitall.com%2Fhow-a-360-customer-view-really-works&title=How+a+360%26deg%3B+customer+view+really+works&summary==Learn+how+to+build+a+360%C2%B0+customer+view+by+intelligently+integrating+CRM+systems%2C+real-time+data%2C+and+analytics+for+deeper+customer+insights.) [![Share on Xing »](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Xing.png)](https://www.xing.com/social/share/spi?url=https%3A%2F%2Fblog.digitall.com%2Fhow-a-360-customer-view-really-works) [![Send via E-Mail»](https://blog.digitall.com/hubfs/Blog%20Files/Icon_Email.png)](mailto:?subject=How%20a%20360°%20customer%20view%20really%20works&body=https%3A%2F%2Fblog.digitall.com%2Fhow-a-360-customer-view-really-works) #### by [Sabine Kirchem](https://blog.digitall.com/author/sabine-kirchem) Sabine Kirchem is a Marketing, Brand, and Communications expert as well as a book author. She is enthused by innovation topics, current trends and technologies in the areas of digitalization, marketing and communications. [Back to Blog Starting Page](https://blog.digitall.com/) RSS-Feed:  [Subscribe to our Blog](https://global.digitall.com/blog-subscription?hsLang=en)     ### Posts by Tag - [Digitalization (55)](https://blog.digitall.com/tag/digitalization) - [Megatrends (27)](https://blog.digitall.com/tag/megatrends) - [CRM (22)](https://blog.digitall.com/tag/crm) - [CustomerManagement (22)](https://blog.digitall.com/tag/customermanagement) - [dCRM (22)](https://blog.digitall.com/tag/dcrm) - [Market Research (20)](https://blog.digitall.com/tag/market-research) - [Digitalisation (19)](https://blog.digitall.com/tag/digitalisation) - [Leadership & Inspiration (17)](https://blog.digitall.com/tag/leadership-inspiration) - [Values & Culture (14)](https://blog.digitall.com/tag/values-culture) - [Cyber Security (10)](https://blog.digitall.com/tag/cyber-security) See All ###### 2 min read #### [Why Customer Experience Is Becoming the Ultimate Competitive Edge](https://blog.digitall.com/why-customer-experience-is-becoming-the-ultimate-competitive-edge?hsLang=en) by Sabine Kirchem Products can be replaced, prices can be compared, but experiences last. In the chapter **“Customer...** ###### 2 min read #### [Why smart technologies are transforming relationships](https://blog.digitall.com/why-smart-technologies-are-transforming-relationships?hsLang=en) by Sabine Kirchem Customer Relationship Management (CRM) is no longer just a technical discipline but revolves around... ###### 1 min read #### [Why feedback is the biggest untapped resource in customer management](https://blog.digitall.com/why-feedback-is-the-biggest-untapped-resource-in-customer-management?hsLang=en) by Sabine Kirchem There's loads of data out there – but are we truly utilizing it? 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