Introduction of a personalized and seamless customer experience through an omnichannel approach based on CRM for B2B coffee machine maker
Key Customer Question(s)
How do we reach a seamless customer experience online as well as offline through the use of an omnichannel and CRM approach?
Our Approach
- The objective to create personalized and seamless consumer experience is detailed through an omnichannel and CRM approach and the interconnection of the same
- Design of customer journeys and cross-channel aligned personalized marketing as well as campaign management to foster omnichannel ambitions
- CRM acted as core enabler –measuring, aggregating and leveraging data –to create a holistic 360° view on the customer enabling inter-connected experience and foster continuous revenue growth
Resolution / Outcome
20%
increase in direct-to-consumer B2C revenue through strategic re-positioning and operational excellence
Offering: Omnichannel Strategy & Transformation
Industry: Consumer Products
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