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NESCAFÉ Dolce Gusto (NDG) is part of the Nestlé Group. The brand sells coffee machines and coffee pods worldwide, both online and in retail stores. By launching the CRM project on Eloqua in 2010, NDG wanted to address the following challenges:
- Bring global marketing organizations together on one CRM platform to drive consistency and economies of scale.
- Transform CRM strategy and create personalized customer journeys along the customer lifecycle.
- Leverage cross-sell and up-sell opportunities to support eCommerce.
Strengthen customer loyalty and revenue growth through more effective campaigns.
ec4u has been supporting NDG as a global CRM partner since 2010 by developing the following solutions on Eloqua:
- Development of a complete customer lifecycle framework based on customer journey and segmentation templates.
- Consolidation of all markets in all regions into one data model on one platform to ensure global standardization.
- Standardized localization toolkits of the master programs for the markets (starter kit).
- Development of in-depth solutions to extend the database across channels (surveys, contests, Facebook, etc.).
- Development of consolidated dashboards and reports.