Case Study

Case Study: 1-800-FLOWERS.COM Turns Customer Knowledge Into A Corporate Asset

July 13th, 2007
Dave Frankland, Vice President, Research Director
Dave Frankland Vice President, Research Director
With contributors:
Elana Anderson , Jennifer Joseph

Summary

1-800-FLOWERS.COM uses insight derived by its customer knowledge group in many ways across its business. But that wasn't always the case. In the past five years, the group has grown from a couple of statisticians taking requests to a team that the president and leadership teams rely upon to help drive business strategy. How did they do it? First, by building a team staffed with a blend of data-savvy statisticians and business-savvy consultants. Then, by teaching and evangelizing the benefits of leveraging customer knowledge across the company.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.