The "customer history" refers to a chronological record of all interactions and transactions a customer has had with a company over time. This information typically includes contact details, purchase history, support requests, complaints, returns, feedback, and any other relevant activities the customer has engaged in with the company. Customer history is a valuable tool for businesses to better understand their customers' behavior and needs and provide personalized services or offers.
Typical functions of software in the "customer history" area include:
Centralized database: The software provides a centralized database where all customer interactions and transactions are stored and organized.
Chronological recording: The software records all activities of a customer in chronological order to ensure a complete history of their interactions with the company.
Data linkage: The software links data from various sources such as sales, marketing, customer service, and support to create a comprehensive customer history.
Customer profiles: The software creates individual customer profiles that summarize key information and activities of a customer.
Search and filter functions: Users can search for specific customers or filter customers based on various criteria to quickly find relevant information.
Analysis and reporting: The software provides tools for analyzing customer history and generating reports on customer behavior to gain insights into trends, preferences, and needs.
Automation of actions: Based on customer history, the software can trigger automated actions such as sending personalized marketing emails or assigning support tickets to specific agents.
Privacy and security: The software ensures the security and privacy of customer information in accordance with applicable privacy laws and policies.