Case Studies

International CRM

Starbucks

The international business division has and existing CRM tool that they use for their N. America that they would like to integrate across the rest of their regions. The CRM tool is utilized by their global partners for understanding consumer and sales performance around the globe. I lead a team to investigate how various regions would be impacted by the CRM implementation.

Benchmarking

K2 Software, Inc.

K2 Software is a global SaaS company within the BPA (business process automation) industry. K2 automates business solutions for fortune 500 companies with over 2.3 million users worldwide. For this study, we wanted to gather baseline insight into the existing product and the MVP of the new App Designer using the ISO standardizations of efficiency, effectiveness, and satisfaction. Our goal was to regularly measure product performance to help us understand ‘how are we doing currently?’ and, ‘are we headed in the right direction?’.

User Journey Mapping

K2 Software, Inc.

Resources and customer insights for tracking user behavior across the entire user journey did not exist. Internal departments at K2 were siloed in our efforts to understand our customers/users. This made it difficult to fully understand the entire customer journey and the ability to segment that journey by persona. I facilitated a cross-functional collaboration effort with product, sales, marketing, and customer support, in an effort to draw out resources/tools/programs to track user behavior as well as build an end-to-end customer journey map.

Market Research

Hyde Park Group (Nestlé)

Hyde Park Group is a small food innovation agency that does research and development for high profile clients. This study was to revamp a childhood favorite; Carnation Instant Breakfast. The product needed new ways consumers could repurpose the powder and RDT (ready-to-drink) to regain market share. In the age of instagram and millennial foodies, a team over at Nestlé wanted to keep this product top of mind with their consumers by launching new recipes for their website that uses their product in fun, healthy, and inventive ways.