Tesco, a UK supermarket chain, restructured its processes around customer needs before implementing CRM. To overcome a poor image among customers in the early 1990's the company launched a major investment programme to upmarket the brand. This involved building modern superstores which allowed for short queues, wide aisles, large parking lots and a wide selection of quality products. Unprofitable outlets were closed. Tesco then placed its focus on the customer’s perception of value for money a...

BPIR Categories

1.2.5 Predict customer purchasing behaviour
9.3.4 Create & deploy teams

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