Customer Snapshot: Harvey Nichols PLC

Luxury lifestyle store uses CDC MarketFirst and Pivotal CRM to capture customer information and enhance the customer experience.

Harvey Nichols is a high-end fashion retailer with five stores across the UK and three international franchises in Turkey, Hong Kong, and UAE. Following more than four years of putting a solid IT infrastructure in place, management was ready to implement a system that would bring together the company's disparate streams of data to create a comprehensive view of customers and their behavior.

Challenges

  • Improve customer service
  • Remove data silos
  • Identify trends
  • Implement a flexible solution

Results

The solution will:

  • Increase per-customer sales through better customer knowledge and understanding
  • Empower point-of-sale employees to present different promotions and events to the customer on the spot
  • Enable the marketing team to launch more targeted campaigns than ever before
  • Support online event marketing and registration through the company's FRESCA online store
  • Provide full visibility of individual marketing campaign effectiveness
  • Streamline and enhance the sales process from end to end