A case study from Microsoft that tells how L’Oréal strengthened the Brand Loyalty with aid from the Customer Relationship Management Solution.
L’Oréal, the world’s largest skin care and cosmetics company, wanted to broaden the scope of marketing for its luxury products division. It decided to implement a company-wide customer relationship management (CRM) system, starting with a pilot project in South Korea. Working with Siebel—and advised on architecture by Microsoft® Services—L’Oréal standardised on Siebel CRM and Analytics software running on Windows Server® 2003 and a Microsoft SQL Server™ 2005 database. The CRM solution has helped boost customer loyalty and reduce churn. As a result of more accurate targeting, the volume of direct mail has been cut by as much as 57 per cent for a single promotion, with a 62 per cent response rate. L’Oréal now has a consistent view of customers across all marketing channels….click here to read ahead