Key expert
Customer experience
Global client study
Challenge
La Prairie created a global CRM department in the Zurich headquarters.
Their ambition: develop a central CRM strategy, aiming to increase the local customer loyalty and satisfaction.
The main objectives are
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01.
Accustom the different markets to the CRM strategy
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02.
Conduct a global consumer growth study to understand purchasing behaviours, analyse the current performance according to CRM KPIs and define the prime objectives for each market
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03.
Deliver a first global customer segmentation summarising the key objectives and targets
Deliverables
- 1 global study and 13 personalised study across the different markets
- Automated dataviz on Tableau
- A better understanding of customers at a global level
- Defined CRM KPIs aligned with local market objectives and KPIs
- A deduplicated and solid global customer base
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