Project Initiation and CRM Evaluation
In my capacity at hmv, I played a pivotal role in the strategic shift of our Customer Relationship Management (CRM) system from Emarsys to Bloomreach. This transition was part of a broader initiative to enhance our marketing capabilities and improve customer engagement across our digital and physical outlets. My involvement began with a thorough scoping of our company's needs and wants, identifying key functionalities that were crucial for the new CRM system to support our growing marketing and customer interaction strategies.
Vendor Selection and Pitching Process
Central to our CRM overhaul was the rigorous vendor selection process, where I was heavily involved in evaluating and engaging with multiple top-tier CRM providers. This included Salesforce, Bloomreach, Klaviyo, Adobe, and Kentico. My role encompassed detailed discussions and negotiations with these vendors, enabling us to understand their offerings comprehensively. I facilitated the pitching process, coordinating demos, and deep-dive sessions to assess each vendor’s capability to meet our strategic needs.
Negotiation and Decision Making
Negotiating pricings and contracts was another critical area where I contributed significantly. My efforts ensured that hmv secured the best possible deal, aligning with our budgetary constraints and strategic goals. After extensive evaluations and negotiations, Bloomreach was chosen as the ideal partner due to its robust capabilities in managing and orchestrating personalized customer experiences efficiently.
Outcome and Impact
The partnership with Bloomreach marked a significant enhancement in our CRM capabilities. As noted in the press release from Bloomreach, hmv has been a Discovery customer since 2019, but the need to tailor our marketing and customer communications more precisely was becoming increasingly important. By integrating Bloomreach Engagement, we were able to connect all our customer data with product data in a single, powerful platform, enabling us to orchestrate highly personalized experiences.
This project not only significantly improved hmv’s operational efficiency and customer engagement but also contributed to my professional growth in project management and strategic decision-making. It provided me with invaluable experience in leading a major technological transition, enhancing my skills in vendor management, negotiation, and strategic planning. As I seek new challenges, I am eager to bring this expertise to your organization, helping to drive similar transformations that align with business goals and enhance customer satisfaction.
