Challenge
International Eyewear retailer had three major problems in becoming customer centric:
- How can we increase our Omnichannel CRM capabilities?
- Where shall we start and what roadmap actions shall we follow for CRM Transformation?
- What capabilities do we need to build for seamless customer loyalty?
Approach
Velox Partners has completed the following activities in a long term customer centric transformation engagement:
- Unification of customer datamart structure
- Segmentation of customer value/behavior
- CRM Software requirement analysis and implementation
- Loyalty program structure design with benefit types and earn/burn mechanism and 3rd Party partnership scheme
Impact
- Deeper Customer Insights: Comprehensive view of customer data for better understanding.
- Personalized Engagement: Tailored communication strategies for higher engagement.
- Efficient Sales Processes: Optimized workflows for improved sales management.
- Targeted Marketing: Precise campaigns based on customer segmentation.
- Improved Customer Service: Enhanced service through better data utilization.