As technology continues to advance, businesses gain access to countless new channels to reach customers. The challenge lies in how to integrate multichannel data and deliver the best possible customer experience.
Multiple touchpoints lead to fragmented data
One evening, Ms. Lan was browsing Facebook and came across an advertisement for a product she was interested in. She clicked to view it, saved the information, and a few days later searched for more reviews on Shopee. Still unsure, she then messaged through Zalo to ask further questions. A week later, she decided to call a sales representative. What left her disappointed, and even frustrated, was that the salesperson had no idea she had already shown interest and had to start the entire conversation from scratch.
Customer journeys like Ms. Lan's are not uncommon. As technology evolves, businesses have more channels to connect with customers: from direct meetings and TV sales to the diverse online environment with social media (Facebook, Instagram…), OTT applications like Zalo, or e-commerce platforms such as Shopee, Tiki, TikTok Shop… Customers can now encounter your brand anywhere—from a social media post or care message to a live-selling session.
Customers now have countless channels to shop from.
Opportunities are abundant, but they also mean customers move through numerous touchpoints. Without a solution to manage them, businesses often face situations where customer data is scattered across multiple isolated systems; sales, marketing, and customer service teams operate without synchronized information; and the tracking of the buying journey becomes fragmented—prolonging the decision-making process.
The market already offers many solutions: CDP (Customer Data Platform) for collecting customer behavior, CRM (Customer Relationship Management) for managing sales processes, and CXM (Customer Experience Management) for overseeing customer experiences. However, when deployed separately, each platform functions like an “island"—data is not shared, processes are fragmented, and businesses must spend additional time and costs manually connecting systems. This is the root cause of disjointed customer experiences like Ms. Lan's.
A survey by Gartner revealed that 62% of consumers are unwilling to sacrifice privacy for more personalized messages. Therefore, if customer data is not unified, requiring customers to repeatedly provide information will easily drive them away.
Unified data, higher conversion rates
Understanding the urgent need for a unified platform, TNTech has researched and developed C-Product—an integrated solution that combines CDP, CRM, and CXM in a single system. C-Product enables businesses to collect and unify data from all touchpoints, both online and offline, to build accurate customer profiles and segmentation. This allows businesses to track the entire journey—from brand awareness, interaction, and purchase to after-sales care. Businesses can also automate and optimize marketing, sales, and customer service processes to ensure every experience is seamless. Moreover, with complete data, the platform can deliver intelligent analytics and actionable insights, helping businesses make faster and more accurate decisions. C-Product also supports opportunity management, sales journey tracking, and KPI monitoring across units and products.
When a business adopts C-Product, all of Ms. Lan's data from various channels is integrated and updated in real time. The sales staff can see her entire interaction history—from ads to Zalo chats. Campaigns sent to her are personalized based on her interests and needs. Sales representatives, equipped with this information, can focus solely on closing the deal.
According to McKinsey, personalized marketing increases revenue by 5-15%, reduces acquisition costs by up to 50%, and boosts marketing ROI by 10-30%. With C-Product, every channel becomes a link in a synchronized data system. The result: businesses not only shorten the customer's decision-making journey but also significantly increase conversion rates, creating a sustainable competitive advantage in the digital era.
Data from Gartner shows that businesses with unified customer data management systems can shorten deal-closing time by 30% and increase revenue from existing customers by 25%.
The market changes daily. Customers make decisions quickly, and businesses must act even faster. With the comprehensive C-Product solution, sales teams can respond instantly to any customer request, ensuring a seamless omnichannel experience.
C-Product is not just a data management tool—it is a competitive advantage that helps businesses stay one step ahead, close deals faster, deliver better care, and retain customers longer.