HMV: hmvip - putting the customer centre stage

The UK-based music and entertainment retailer, HMV, launched an eCRM system to collect and respond to customer feedback among its 2.2m loyalty card holders.

HMV: hmvip – putting the customer centre stage

CreatorMail

The team

Sheryl Gannaway – Account DirectorMark Brennan – MDNicole Ward – Customer Experience ManagerNeil Taylor – Retail Operations DirectorDan Martin – Technical ManagerTom Sheahan – Lead DesignerPeter Hall – Project ManagerJason Toy – Head of Retail Central Operations

How did the campaign make a difference?

This was a massive strategic change for hmv: creating an automated, dynamic, interactive, cutting-edge 1-2-1 retail eCRM and business management control initiative. It delivered £120,000 in efficiency each year, and...

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