Tulip clienteling for retail

Clienteling

Dec 9

Written By Stephen Reed

Redesign Clienteling processes and technology to catapult retail sales and drive campaign effectiveness.

All cases

My Role

I was accountable for: the design of the Clienteling tool, use cases, and integration; the development of new cross-functional business processes; and comprehensive testing to ensure a successful delivery.

Objectives

Deliver an easy-to-use Clienteling tool to build client relationships.
Develop cross-functional corporate processes to deploy brand and CRM campaigns at scale through Retail ambassadors.
Integrate with major customer, order history, and product applications to provide real-time information.

Challenges

Redesigning business processes and cleansing product and customer data to achieve the desired user experience.
Managing scope to meet aggressive timelines while delivering the required enhancements to achieve results.
Integrating with new back-end systems still in development.

Scope

Account details, bio and client preferences, important dates, contact information and consent, spend KPIs, purchase history (visual and list view), notes
Client tags and filters, system-generated and manual tasks, outreach templates, product catalog with inventory availability, campaign media library, corporate-created Shop the Looks