Case Study: a global retailer achieves a 360-degree customer view with Point B

Gaining a 360 Degree View of the Customer for a Global Retailer

The global retailer, a major consumer lifestyle brand, sought a better understanding of its customers across its retail stores, restaurants, and ecommerce sites. To drive business decisions with richer data, it engaged Point B to lead its CRM strategy, selection, and multi-channel implementation.

Point B defined the client's integrated customer strategy, identified and selected a CRM solution, and managed its implementation and the associated change. This provided the global retailer with new capabilities that increased customer retention and growth through a more personalized experience. The solution also improved integrated data collection and analytics, created greater trust in customer data for decision-making, and provided strong support for launching new initiatives like a loyalty program.