I’ve led a lot of CRM projects, from strategy and proposition development right through to managing systems implementation programmes, with a variety of technology platforms. Single view of the customer, data warehouse & analytics, personalised marketing and salesforce automation. Here are a relevant selection of clients, case studies, references and articles about this work.
“I supported the development of future proposition ideas for the IKEA Family loyalty programme.” As the world’s largest and most well known furniture & household accessories retailer, IKEA requires little introduction. With 80 million members, the IKEA Family loyalty programme is one of the largest programmes globally, yet there are always opportunities to improve. I was[…]
“I consulted with Morrisons on a variety of digital initiatives, including leading the design & delivery of a major CRM programme.” Morrisons is the 4th largest supermarket in the UK with a turnover in excess of £15bn pa and around 500 stores. Following acquisition of Safeway in 2004 and the ensuing integration and changes in[…]
I created and led the Morrisons CRM programme, including the design and procurement of the Miles & More loyalty and price match proposition. In this article, London Evening Standard breaks news of the new Miles & More proposition.
Iain has remarkable energy and tenacity. He created an excellent foundation for me in Morrisons, building the CRM capability. His knowledge and expertise in these matters is very strong, he served Morrisons well. I was very worried when he said that he had been consulting for us rather too long (over 2 years) and would[…]
I created and led the Morrisons CRM programme which built a world class capability for managing customer data. In this article, Marketing Week discusses the scope of the CRM capability.
“What started as a consulting brief focused on growth quickly turned into a turnaround-focused restructuring assignment.” With over €12 billion turnover through over 120 multi-channel retail brands, Otto is one of the very largest online retail operators globally. Otto acquired a number of retail catalogue brands in the UK in 1999, including Freemans and Grattans,[…]
I supported the restructure of Otto’s UK business leading a variety of cost reduction projects across the organisation. In this article, Sky News announces the restructuring of the contact centre operation.
“Following a 10 year career in a variety of senior management roles, I’ve continued to consult with Asda on occasional projects.” Asda is the second largest supermarket retailer in the UK with annual sales of around £20 billion and almost 200,000 employees. The business became part of the largest retailer in the world, Wal-mart Inc, in[…]
Iain consulted with Asda during 2002 and I am delighted to recommend him to other businesses based on the outstanding results of this assignment. The brief was to develop a business-wide customer data strategy, a complex issue to resolve when you have almost 10m customers transacting with Asda each week through a variety of channels[…]
I developed a customer data and CRM vision and strategy to create a single view of the customer across Asda’s multiple channels, product & service lines. This case study provides more detail.