We assisted the CRM analytical team in creating a central data repository where customer behavior could be analyzed comprehensively. This involved:

1. Integrating various data sources into one centralized system

2. Creating a proper data model for their Customer Intelligence department

Our work allowed the company to:

• Analyze customer lifetime value, average order value, order retention, and cohort analysis

• Evaluate the performance of different campaigns, both online (e.g., newsletters) and offline (e.g., physical mail)

• Segment their customer data to identify upsell opportunities and infer behavior patterns

Outcome

The integration of online and offline transaction data provided a unified view across the company, breaking down the silos. This unified view enabled more accurate and comprehensive reporting and analysis.

Collaborative Process

The project involved multiple departments, each with valuable insights and established processes. Our approach emphasized open communication and collaboration. We worked closely with stakeholders to understand their unique needs and perspectives, ensuring that the new system would enhance rather than disrupt their workflows. By demonstrating the benefits of the integrated system and addressing concerns proactively, we fostered a sense of shared ownership in the project's success.