Save or Share this Report

For Customer Insights Professionals

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

July 13, 2007

Primary author headshot


  • By Dave Frankland
  • with Elana Anderson,
  • Jennifer Joseph

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).