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CRM Case Studies                                                                                                                                                                

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CRM Case Studies                                                                                                                                                                

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1. Provide an overview of the company and its industry, and explain why they decided to implement a CRM system.

2. Describe the challenges the company faced during the implementation process, and how they overcame them.

3. Discuss the results of the CRM implementation, including any measurable improvements in revenue, customer loyalty, or other key performance indicators.

4. Reflect on how CRM works in your company. What can you learn from them? Suggest ways your company could replicate their success.

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Apple, Amazon, and... your business? Join the ranks of the planet's biggest brands, and find out how CRM is the secret to their success
How did a handful of ambitious thinkers take simple ideas and grow them into instantly recognisable brands, and... into companies worth hundreds of billions of pounds?

Well, they did it by retaining a firm focus on the customer. And they did that through the use of CRM (Customer Relationship Management).

CRM refers to both:

1. A type of software (such as Maximizer or Salesforce ) that helps businesses manage leads, deals, and clients, and craft targeted marketing campaigns.

2. The specific strategies via which a business engages and retains its existing customers.

Big Brand CRM Case Studies

With CRM, the Tescos and Amazons of this world were not only able to win new customers, clients, and users - they got lifetime value out of them. With targeted marketing campaigns, these brands hit the right people with the right offers, at exactly the right time.

So, what kind of lessons can you take from the best in the business? Is CRM the key with which you can unlock your own company's potential, and fuel commercial growth on a scale that rivals the big guns? Let's take a look at our top 11 CRM case studies from the world's leading brands.

Or, if you're just ready to get started with a CRM system yourself, check out our recommended partners below.

1. Tesco CRM

Tesco is a truly global business. It's one of the world's top 10 retailers , with supermarkets across Asia, Europe, and North America. With more than 3,400 stores in the UK alone, you'll probably know it as your first port of call for a spontaneous pint of milk, or for an indulgent £3 meal deal during your lunch hour. So, what's the secret to Tesco's success? Well, it boils down to one main factor: The Tesco Clubcard.

Tesco CRM: Case Study

The Tesco Clubcard is Tesco's way of rewarding its most loyal customers. For every pound you spend online or in-store, you'll get a point. These points, when accumulated, can be traded in for Tesco Clubcard 'vouchers' (for instance, 150 points gets you a £1.50 voucher).

A voucher can then be traded in for rewards, such as an afternoon at Cineworld with the kids (a timeless experience), or an evening at Pizza Express (enjoy it while you can). Clubcard holders can also collect points at Tesco fuel stations, and by filling out feedback surveys online.

What's in it for Tesco? Returning customers that are invested in the brand, and whose opinion Tesco can leverage to continue improving its growing basket of offerings.

This one needs no introduction. Founded by visionary Steve Jobs in 1976, this instantly recognisable brand is the apple of many a tech-lover's eye. Apple has given us the iPad, iPhone, iMac, and Apple TV. But anyone who's ever used one of its slick, stylish products knows that Apple's appeal goes far beyond its niftiest handheld devices...

... because it's how it treats its customers that's the key to Apple's success.

Apple CRM: Case Study

Let's take Apple ID as an example. If you've ever used iTunes (Apple's online music streaming service), you'll have an Apple ID - and if you've ever used an Apple device, you'll have had to register it using an Apple ID, too.

These unique IDs synchronise across devices, remember music and film selections, and provide personalised recommendations based on what's you've been watching or listening to. For the user, it offers convenience. And for Apple, it's a constantly updating data set, telling the company exactly what its customers like and allowing for effortless, targeted marketing.

It's.... CRM, done well.

Uber arrived in 2009 to spearhead the ride-sharing revolution, and has quickly become a household name. But, with a huge host of new competitors driving costs down (not to mention a few other issues ), Uber's monopoly over its 95 million worldwide monthly users could be under threat. Can Uber hold on? And what can help us understand how successful Uber has been thus far in retaining its enormous customer base?

Uber CRM: Case Study

And, of course, it runs its own loyalty program. Uber Rewards lets you earn points every time you ride or eat with Uber, and redeem them across its increasing range of services. It's a textbook example of how Uber is incentivising customers to keep relying on its brand, as it continues to branch out .

In the hotly contested, heavily consumer-oriented aviation space, you've got to get your CRM strategy right. And, clearly, British Airways (BA) does - flying 145,000 people to more than 200 destinations every day . So, why do its customers keep coming back? The answer can be summed up in two words... Executive. Club.

British Airways CRM: Case Study

The British Airways Executive Club is an example of CRM loyalty schemes done right. Free to join and with no ongoing charges, the club allows customers to earn 'Avios' points through purchasing flights, hotel stays, holidays, or car rental through BA or its partners. Avios points can then be redeemed for discounts on travel or accommodation with (you guessed it!) BA.

Customers can save their meal and seat preferences, making for a smoother, more seamless re-booking experience. And, as they continue to fly with BA, they'll be able to progress through the levels of Executive Club membership - from blue to bronze, silver to gold, then (maybe one day) the elusive 'Premier' tier.

Nokia has been around the block a few times. We've all owned one of its basic, 'brick' design mobiles at some point, and while these phones may seem a bit antiquated now, they're still virtually indestructible - and perfect for a quick game of Snake while waiting for the bus. Despite iPhones and Galaxys hogging the plaudits more recently, Nokia's brand is still ticking away. It's currently valued in the region of a whopping 10 billion USD - and Nokia stock is poised to make an unexpected comeback in 2021. So, what's its secret? CRM, of course!

Nokia CRM: Case Study

Nokia implemented Salesforce (that name again) to help manage the size and diversity of its client base. Salesforce allows Nokia to customise its product range and marketing to suit geo-specific locations.

Nokia's collaboration with CRM brought order to chaos, empowering marketing departments across countries and languages to organise customer data. Through the selecting and segmenting of data into specific target groups, Nokia's team saw more effective lead generation - which probably helps explain why its brand is still thriving.

Every day, McDonald's serves almost four million customers in the UK alone - about the population of New Zealand. Worldwide, that figure's more like 69 million - roughly the size of Great Britain's own populace. So, with such a vast empire and super-sized customer database, how does this fast food giant ensure their customers keep lovin' it? With an industry-leading CRM strategy, that's how.

McDonald's CRM: Case Study

And, with Astute Solutions, McDonald's can also:

Provide both its franchisees and corporate managers with live access to customer information

Integrate data from its dynamic network of restaurants into an effective CRM tool

Increase the accuracy of its reporting, and inform more intelligent decision-making

As Christopher Garrity, McDonald's' own Senior Director of Customer Satisfaction, espouses:

"CRM [is a] critically important function for any large company. It's clear that Astute understands the important role it plays, and meets the ever-changing needs of our prime customers through continued innovation."

Prime customers... was the pun intended? We don't know.

What we can tell you, though, is that one too many Big Macs may leave you feeling bloated and unmanageable... but your SME's customer database doesn't have to be. Browse our guide to the best CRM systems for restaurants to learn more, or click below to start comparing CRM software quotes for your business.

Hungry to use CRM to grow your business? Compare quotes with us.

While Coca-Cola's iconic recipe has remained a secret since 1886, this global beverage giant has been less coy about the other secret of its success - a dedication to the customer. It came as no surprise when Coca-Cola's German branch adopted Salesforce - but what role did CRM software play in engineering the soft drink goliath's continued growth?

Coca-Cola CRM: Case Study
"We needed to get much faster, to work on collaboration, connectivity, and scalability - and all that in a mobile context. Salesforce has been a fantastic partner, and a great help for us."
That's Coca-Cola Germany's CEO, Ulrik Nehammer. He's happy, because his customer service team is happy. And they're happy because CRM software allows them instant access to customer history - which, in turn, allows them to hit their targets, and deal more efficiently with complaints.

Also known as Europe's seventh most valuable company, Unilever's products are available in almost 200 countries around the world. With brands like Lipton, Magnum, and Hellmann's under its considerable belt, Unilever has its fingers in a lot of pies. But does it have its finger on the pulse when it comes to managing its customer relationships?

Unilever CRM: Case Study
"[CRM] enables faster response time to queries and needs raised by consumers. It provides for effective maintenance of our customer database, and allows for easy access to customer information for analysis and strategy development."
Efren Samonte, Commercial Director - Unilever Philippines

And let's face it, the proof of Unilever CRM's effectiveness is, quite literally, in the pudding. Because if you've ever scoffed down a Magnum on a hot summer's day, then you've witnessed first-hand the effectiveness of Unilever's ability to keep customers coming back. Can you emulate them?

Nope - your best bet is to complete our quick, free quote finding form , to browse CRM options for your SME. We'll just ask a couple of quick questions, including how many people you need the software for, and what features you'll need. It takes half a minute at most, and when you're done, you'll receive quotes tailored to your business' specific needs.

Leading European clothing brand Zara specialises in fast fashion at low(ish) prices, and the profits are also moving quickly - it made almost 19 billion USD last year. But is it the price point that keeps Zara's customers coming back, or its relentless, CRM strategy-powered focus on the customer? We think the latter.

Zara CRM: Case Study

Zara was one of the first to pioneer the use of personal digital assistants (PDAs) to capture customer data in real time - not just on transactions, but on their customer's preferences and habits. CRM software comes in when it's time to use this data to sell, sell, sell, re-engaging existing buyers with fresh discounts and campaigns.

Unless you've been living in a cave for the last hundred years, you'll instantly recognise BMW's iconic logo. Producing well over two million vehicles per year, and with its status as a film icon firmly cemented, BMW's success shows no signs of slowing down. And though the cars may have changed a bit since the company was founded in 1916, its customer focus has remained just the same.

BMW CRM: Case Study

And again, a successful CRM strategy underpins it all. To execute it, BMW teamed up with Legacy Lifestyle to create a luxury loyalty scheme called - wait for it - 'The Owner's Circle'.

The Owner's Circle lets BMW owners track their car's financing and maintenance. Owners of new or old BMWs can also register their vehicles online. From here, they can check the status of a new car order, view the maintenance history of a used car, or get reminders about upcoming service milestones. There's also an owner-to-owner chat box thrown in, for ultimate convenience.

All this serves to strengthen the post-purchase relationship between BMW and its customers, ensuring an enduring connection long after they've rolled their car out of the garage.

And, because any points earned through the Owner's Circle can be used on a variety of luxury items, it strengthens BMW's status as a luxury brand - and ensures it'll be continuing to attract a lucrative clientele for many more years to come.

We could spend all day throwing statistics demonstrating Amazon's popularity around, but let's face it - we're all familiar with Amazon. As the world's leading online retailer, Amazon continues to go from strength to strength, led by its enigmatic founder and CEO Jeff Bezos. But how have Bezos and the gang been so good at winning, retaining, and consolidating users of their wildly popular online platform?

Amazon CRM: Case Study

By using CRM, that's how. And if you've ever used Amazon (and the data says you probably have), you'll know how hard its tailored offers, recommendations, and promotions - all based on your past purchases - can be to resist.

Plus, by asking its customers to register for an account, Amazon makes it extremely easy for customers to re-order. Cash-rich, time-poor consumers can pay with a click, and have their goods gracing their doorstep within 24 hours.

Want to know more? Check out our full Amazon CRM case study to read more about how this ecommerce behemoth is crushing the competition.

Next steps

We've said it before, and we'll say it again - customers are the most important part of your business. Without them, you wouldn't have one!

With that in mind, then, ensuring you have at least some kind of CRM strategy is crucial. How will you draw in new leads, juggle unfolding deals, and manage prospects and client relationships? How will you keep your customers engaged, ensuring they continue to use your services while identifying with your brand and values?

If these big brand CRM case studies have shown us anything, it's that CRM software is just as important as the strategic side - all of the big companies are using it to manage customer data, and extract key insights which can help improve customer experience. Here are some CRM systems that we can highly recommend for all types of businesses:

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Not sure which CRM software is right for your business? To find out, simply fill in our 30-second form . We'll ask a couple of questions about your software needs, and you'll receive tailored CRM quotes from leading UK providers. And who knows... give it a few years, and your business could be on this list!

Written by:

Rob writes mainly about the payments industry, but also brings to the table industry-specific knowledge of CRM software, business loans, fulfilment, and invoice finance. When not exasperating his editor with bad puns, he can be found relaxing in a sunny (socially-distanced) corner, with a beer and a battered copy of Dostoevsky.

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How Big Brands Do CRM: Case Studies | Expert Market 2022

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These case studies allow prospective buyers to understand how CRM is being used effectively and creatively by some of the world's biggest brands. CRM is an investment and it can sometimes be difficult to see how it will benefit your company without real life examples. Take a look at how ...

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1. car dealership- with a car dealership we have a lot of customers coming in every day and buying cars, so you have to be able to keep track of every one that comes in and everyone that buys a car to make tracking conversations and where you might have left off.

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1. car dealership- with a car dealership we have a lot of customers coming in every day and buying cars, so you have to be able to keep track of every one that comes in and everyone that buys a car to make tracking conversations and where you might have left off.

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2. some challenges with this was having alot of existing customers and a lot of new customers coming in so you are having double the work amount to have to add to the CRM system while also still trying to get used to how it works

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2. some challenges with this was having alot of existing customers and a lot of new customers coming in so you are having double the work amount to have to add to the CRM system while also still trying to get used to how it works

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Starbucks was founded in 1971 in Seattle selling coffee beans and coffee equipment. Founded by students in University of San Francisco. In 1986 they began selling coffee as a beverage

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1. Knowing its customers

2. Anticipating customer needs

3. Stores focussing on customer experience

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3. CRM has greatly helped with keeping track of current customer details and any new customers that may come in, it has also helped improve customer relations which has helped increase customer satisfaction and lead to us having more returning customers

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3. CRM has greatly helped with keeping track of current customer details and any new customers that may come in, it has also helped improve customer relations which has helped increase customer satisfaction and lead to us having more returning customers

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Over the years they faced challenges such as declining sales in Australia in the 2000s leading to store closures, fluctuating stock prices, negative response to hike in prices. They resolved a lot of their issues by adapting products, raising wages.

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APPLE DOESNT OFFER LOYALTY SCHEEMES OR TRADITIONAL MARKETING

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APPLE DOESNT OFFER LOYALTY SCHEEMES OR TRADITIONAL MARKETING

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In terms of CRM they have an excellent loyalty program that promotes their brand and products with a reward system offering discounts, free products and incentive to integrate their app with customer spending

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4. we use CRM to help keep track of customers who may come in and have a look at something new who might be intersted in changing and who we might be able to contact next to try and get them to change to something newer or even help real in a new customer

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4. we use CRM to help keep track of customers who may come in and have a look at something new who might be intersted in changing and who we might be able to contact next to try and get them to change to something newer or even help real in a new customer

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Key Performance Indicators for Starbucks would be brand loyalty, high revenue as they are a global conglomerate, and customer satisfaction as they have built a strong customer base worldwide despite charging premium pricing for coffee

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CRM works on a smaller scale in Bookworm, we have a customer loyalty system and customer satisfaction with repeat customers. We could learn more about branding from Starbucks in terms of a logo for our coffee items and products and baked goods with a separate loyalty scheme for cafe items such as a loyalty stamp card

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Apple's CRM strategy is Apple ID.

This allows customers to create a unique profile which will sync across all the Apple devices you own.

This allows Apple to remember your past purchases, provide personalised recommendations and even share content and cloud storage with family.

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1. Knowing their customers.

2. Anticipating their customers needs.

3. Focusing on their customers experience in store.

4. Branding that speaks to a generation.

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Toyota Pride themselves on customer satisfactory so making sure they could retain customers was a high objective for them,

Implementing a CRM system that shows the history you have with customer helps keep a bond through generations

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1. Rejected the 'hard sell' approach.

2. Kept the customer at the forefront for decades.

3. Overlook market research, loyalty schemes and traditional forms of customer retention.

4. Sell products on hype alone.

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1. You need to know your customers.

2. speak to them in their own language.

3. avoid using jargon.

4. use phrasing that resonates with them.

5. look to the future to monitor consumer trends.

6. design products so they will still be relevant in the years to come.

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Tesla is one of the leading names in the EV market. It is one of the longest standing and reputable brands in the EV world. Tesla uses direct to customer sales rather than a dealership model making it stand out from other manufacturers.

Using a custom CRM system instead of salesforce has opened allowed Tesla to use CRM in many unique ways;

-Use of digital touchpoints (Online orders, vehicle phone application, vehicle database)

-Enhanced engagement and loyalty from consumers.

-Directly manage customer relationships without the use of dealers.

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Challenges Tesla faced:

Migrating data from Salesforce while preserving integrity.

Building a custom CRM (Tesla OS), which was costly and complex.

Ensuring staff adapted to the new system.

How they solved it:

Used in-house teams closely aligned with business needs.

Rolled out features gradually with regular updates.

Leveraged full control over their customer journey through vertical integration.

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Tesla’s CRM improved customer satisfaction through proactive service and app integration, boosted loyalty via referrals, and increased efficiency using real-time vehicle data. While revenue figures weren’t shared, the system significantly enhanced the customer experience and retention.

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Lessons from Tesla:

Connect all customer touchpoints.

Use data for proactive service.

Offer app-based bookings.

Launch a referral program.

Suggestions:

Sync your CRM with the DMS.

Personalize offers by vehicle type.

Automate marketing for promotions and service.