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Customer experience

Global client study

  • Data-led strategy
  • Data science & AI
  • Retail & e-commerce
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
  1. 01.

    Accustom the different markets to the CRM strategy

  2. 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

  3. 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

Key expert

Bertrand-Destailleur

Bertrand Destailleur

Associate Customer Experience

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