[CUSTOMER]

The world’s 2nd largest manufacturer of home appliances

[BUSINESS NEED]

Mapping the consumer experience to identify behaviors that occur at targeted points, develop insights in order to positively influence the process and drive consumer behaviors.

[CUSTOMER CHALLENGES]

The need for better, more informed knowledge to enrich customer communications and marketing efforts was the company’s primary goal.

• To achieve this goals, siloed data sources had to be integrated into a managed, governed environment.
• Online and offline data sources had to be joined together to provide a complete historic view of the customer journey, capturing all touchpoints in a longitudinal data structure.
• The data had to be made accessible throughout the organization, providing insights focused on maximizing marketing budgets at the mass and relationship levels to increase response rates and lower costs.