Scope of Work: 360-Degree Customer View Dashboard

1. Discovery & Requirements Gathering

• Meet with stakeholders to define goals of the dashboard (sales enablement, customer support, marketing insights, etc.).
• Identify what a “360-degree view” means for the client (full customer journey, transaction history, engagement, service requests, etc.).
• Collect requirements on:
  • Data sources (CRM, ERP, marketing automation, e-commerce, support tickets, web analytics).
  • Key stakeholders (sales, support, marketing, leadership).
  • Metrics and KPIs needed.

2. Data Audit & Integration Planning

• Audit existing systems to map customer data flow.
• Identify gaps, silos, and duplicate data across tools.
• Plan integrations between:
  • CRM (HubSpot, Salesforce, Zoho, etc.)
  • Marketing platforms (HubSpot, Mailchimp, Klaviyo, etc.)
  • Customer support tools (Zendesk, Intercom, Freshdesk, etc.)
  • E-commerce platforms (Shopify, WooCommerce, Magento, etc.)
  • Web analytics (Google Analytics, HubSpot Analytics, Hotjar, etc.)
• Determine whether to use APIs, middleware (Zapier, Workato, Mulesoft), or native integrations.

3. Data Consolidation & Cleaning

• Standardize customer data (naming conventions, unique identifiers, contact deduplication).
• Merge fragmented profiles into a single customer record (golden record).
• Ensure compliance with data privacy regulations (GDPR, POPIA, CCPA).
• Establish rules for ongoing data hygiene (validation, enrichment, deduplication).

4. Dashboard Design & Features

• Design wireframes/mockups of the dashboard interface.
• Core features include:
  • Customer Profile Overview: Demographics, contact info, account details.
  • Engagement History: Emails opened, website visits, event attendance, ad interactions.
  • Sales Activity: Deals won/lost, pipeline stage, lifetime value.
  • Purchase/Transaction History: Products purchased, frequency, average order value.
  • Support Interactions: Tickets raised, resolutions, CSAT/NPS scores.
  • Marketing Insights: Campaign interactions, channel performance.
  • Churn/Risk Prediction: AI/ML scoring for retention.
  • Cross-sell/Upsell Opportunities: Intelligent recommendations.
• Ensure role-based access (sales sees different insights than support or marketing).

5. Implementation

• Connect all chosen data sources to the central CRM or BI tool (HubSpot, Power BI, Tableau, Looker, Salesforce dashboards).
• Configure automation for real-time or scheduled syncs.
• Apply filters, drill-downs, and custom fields.
• Set up data visualizations (charts, tables, funnels, timelines).
• Enable mobile and desktop access for teams.

6. Testing & QA

• Verify all data integrations are working correctly.
• Test accuracy of merged profiles (no duplicate or missing data).
• Validate dashboard metrics against raw source data.
• Test role-based access and security controls.

7. Training & Enablement

• Conduct training sessions for end-users (sales, support, marketing teams).
• Provide documentation and guides for dashboard use.
• Share best practices for leveraging customer insights.

8. Reporting & Continuous Improvement

• Deliver a baseline report of customer insights before dashboard implementation.
• Provide usage analytics (which teams use dashboard most, adoption rates).
• Monitor KPIs: customer lifetime value, churn rate, engagement rate, cross-sell/upsell revenue.
• Gather feedback for iterative improvements.

9. Ongoing Monitoring & Support

• Schedule periodic data audits to maintain accuracy.
• Update dashboard as business goals or data sources evolve.
• Add advanced features (predictive analytics, AI-driven recommendations, chatbot insights).

Value We Deliver

• Unified, 360-degree view of every customer across all touchpoints.
• Empowered sales teams with better lead and opportunity insights.
• Improved marketing personalization and ROI tracking.
• Enhanced customer service with full history and context.
• Stronger decision-making powered by accurate, real-time data.