Digital Solutions for Luxury Watches Retail
Co-developed with Krista W., LaChere N. & Jennifer G.
At the growth stage of our luxury watch retailer, gaining and retaining consumers is a critical aspect of their development. As a consultant, we helped the retailer strategically decide how can they develop a best-in-class CRM system to future proof the business and marketing strategy for future programs.
We started with a deep understanding of the retailer's universe conducting informational interviews with key stakeholders and shadowing store specialists during important sales. This led to the development of our future client journey map that helped us identify critical technology requirements and our recommendations for features, partners, and an evaluation framework.
Brief
This project proposes a structured framework to:
Identify CRM needs for luxury watch retailers by auditing all the processes involved in the end-to-end consumer experience and back-end retail experience
Investigate appropriate CRM technologies and effectiveness based on a designed scorecard
Implement CRM system across all business touch points.
All imagery, numerical data & brand names have been changed/excluded as per the NDA to retain the confidentiality of the client
