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Implementation of Centralized CRM System for Enhanced Customer Insights and Process Automation

lizard.global

Retail

eCommerce

Business Challenges

Inability to efficiently track and analyze customer purchasing behavior and preferences across physical and digital channels, leading to fragmented customer insights, inefficient resource allocation, and suboptimal customer service experiences.

About the Client

Luxury jewelry and watch retailer operating physical stores in Rotterdam and Capelle, Netherlands, with an online shop

Project Goals

Implement a centralized CRM system for unified customer data management
Automate key business processes to improve operational efficiency
Enhance customer journey personalization capabilities
Provide actionable insights for both retail staff and management
Improve customer retention through data-driven service optimization

System Requirements

Unified customer data repository with multi-channel integration
Real-time customer behavior tracking and segmentation
Interactive dashboards for staff and management
Automated marketing and service workflows
Customer journey mapping and optimization tools
Performance monitoring and employee assistance alerts

Technology Stack

Salesforce CRM

Data Science Platforms

Digital Marketing Tools

System Integrations

Existing e-commerce platform integration
Point-of-sale system synchronization
Digital marketing channels integration
Customer support systems integration

Operational Requirements

High data security and privacy compliance (GDPR)
Scalable architecture for future growth
Real-time data processing capabilities
Role-based access control system
Cross-device compatibility (mobile/web/desktop)

Expected Business Outcomes

Anticipated improvements include 30-40% reduction in customer service response times, 25% increase in customer retention rates, 20% boost in employee productivity, and measurable enhancement in customer satisfaction scores through personalized service delivery.