John Liebler

Medina, Ohio, United States Contact Info
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At Retail Success Consulting, I specialize in delivering customized solutions for both…

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  • Retail Success Consulting, LLC

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  • Transforming Customer Engagement through Advanced CRM Solutions

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    A leading jewelry retailer needed to enhance customer interactions across its 1,500+ stores. With over 15,000 employees, the necessity for an advanced CRM solution to improve customer engagement and boost revenue was apparent.

    Objectives

    Develop a state-of-the-art CRM solution with Clienteling and a 360-degree customer view to enhance customer interactions, drive incremental revenue, and improve operational efficiency for a personalized customer…

    A leading jewelry retailer needed to enhance customer interactions across its 1,500+ stores. With over 15,000 employees, the necessity for an advanced CRM solution to improve customer engagement and boost revenue was apparent.

    Objectives

    Develop a state-of-the-art CRM solution with Clienteling and a 360-degree customer view to enhance customer interactions, drive incremental revenue, and improve operational efficiency for a personalized customer experience.

    Strategy

    Technology Integration: Adopted SaaS and cloud-based storage for scalability and accessibility. Integrated iOS mobile deployment for real-time customer data access and used agile development for rapid improvements.

    Strategic Vision: Outlined the CRM solution’s goals and benefits and developed a business case highlighting potential revenue growth and improved customer experience to secure stakeholder support.

    Securing Resources: Presented the business case to obtain capital investment—defined technical and operational requirements to align with strategic objectives.

    Collaboration: Worked with Salesforce for CRM technology, Accenture for implementation, and Rosetta (SapientRazorfish) for digital marketing integration.

    Implementation

    Seamlessly integrated SaaS and cloud-based systems with existing infrastructure. Deployed iOS mobile solutions for real-time insights. Used agile development for continuous improvement based on user feedback.

    Results

    The CRM solution transformed customer interactions and drove over $40 million in additional revenue. It offered a comprehensive customer view, personalized interactions, increased customer happiness, and equipped over 15,000 team members with advanced tools across 1,500+ stores.

    Conclusion
    This case demonstrates how strategic foresight, technological advancement, and teamwork can lead to significant business results. It highlights the importance of a clear strategy, modern technology integration, and stakeholder support for transformative outcomes.

Honors & Awards

  • "Pay it Forward" Recipient

    St. Jude

  • Manager of the Year

    Signet

  • Training Manager of the Year

    Signet

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