Customer Journey

Customer Journey

Transformation objective:
A leading optical retail company wanted to adjust its business to the new regulation. This new situation involves a change of scale of the business as the frequency of purchasing is decreasing.
Key actions:
We were in charge of identifying the potential changes in the customer behaviors and how to adjust the CRM program accordingly. It means we analyzed the current customer base to extract 4 main customer journeys that would be the starting point of the adjustment process.

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