Case Study: Francesca's achieves a unified 360° customer view and accurate lifetime value to optimize acquisition with Acquia CDP

Francesca's - Customer Case Study

Francesca’s, a national women’s boutique retailer founded in 1999 with 700+ stores and an online shop, needed a more granular view of its customers to fulfill its mission to “surprise and delight” shoppers. Millions of fragmented records from in-store and digital touchpoints — multiple emails, phone numbers and accounts for the same people — made it impossible to create a unified 360° customer profile or personalize communications effectively.

By implementing a more robust POS and partnering with Acquia Customer Data Platform to unify disparate data, Francesca’s built single customer profiles, accurately calculated individual lifetime value, and identified its top 10% of customers to create lookalike models. Those insights enabled smarter acquisition decisions (including which product categories to lead with), tailored offers based on price sensitivity, and better ROI from marketing and acquisition spend.

Francesca's