Case Study

Beyond the Label

Transforming CX for the Modern Shoppers with

Zence CRM

This case study examines how a globally iconic denim brand with presence in over 110 countries partnered with Zence CRM to transform its customer engagement strategy. The implementation delivered extraordinary results across all key performance indicators.

~3x

Active Loyalty Members

~1.5x

% of Sales via Loyalty

~2x

Repeat Purchase Revenue

~2x

Campaign Response Rate

~3.5x

Customer Win-Back Rate

The Challenge: Disconnected Customer Experiences

Despite its legendary status and global footprint spanning 110+ countries, this premium denim retailer faced substantial obstacles to delivering personalized customer experiences:

Critical Pain Points
  • Limited Customer Data Collection: Primary capture was restricted to mobile numbers at POS
  • Inadequate Data Utilization: Limited analytical capabilities prevented personalization
  • Absence of Feedback Mechanisms: No structured customer sentiment collection systems
  • Sparse Customer Profiles: Profiles contained only 1-2 data fields
  • Single-Channel Engagement: Communication restricted primarily to SMS

The brand recognized the urgent need to elevate its CRM capabilities to maintain market leadership in an increasingly competitive landscape.

The Solution: Zence CRM Transformation

After comprehensive evaluation of multiple point solutions, the brand selected Zence CRM for its
enterprise-grade capabilities aligned with their strategic vision.

360° Customer View

Know your customers like never before

Delivered a unified, real-time profile of each customer by consolidating data from every touchpoint—store visits, online interactions, purchase history, preferences, and more

Hyper-Personalized Engagement

Move beyond points Build relationships

AI-powered personalization and behavioral insights enabled the brand to craft individualized journeys that deepen
emotional connections.

Omnichannel Integration

One brand voice, everywhere your customer is

Unified communications across SMS, email, WhatsApp, mobile apps, in-store touchpoints and more, ensuring seamless conversations
regardless of channel

Frontline Empowerment

Turn staff into brand ambassadors

Equipped store staff with
actionable customer insights at their fingertips — past purchases, preferences , and feedback — enabling
personalized recommendations

Enterprise Scalability

Scale with confidence

Built on a robust, adaptable architecture, enabling seamless growth and future-ready CRM strategies. Ensures continuous evolution to meet market demands, without compromising on performance or agility

Products Deployed

Zence Reports and Dashboard

  • Real-time analytics powering data-driven decision making
  • Unprecedented visibility into customer behaviors and campaign performance

Choose Your Rewards (CYR)

  • Personalized engagement driving data enrichment
  • QR code-based reward selection increased email capture rates from 7% to 20%

Feedback Tool

  • Voice-of-customer insights informing continuous improvement
  • Systematic collection of Net Promoter Scores (NPS) and sentiment data

Multichannel Communication Suite

  • Seamless customer engagement across all touchpoints
  • Expansion beyond SMS to coordinated email, in-app, and social strategies

"Zence CRM hasn't just changed how we communicate with customers – it's fundamentally transformed our business model, placing data-driven personalization at the core of everything we do."

Transformative Results

Loyalty Program Expansion

The loyalty program expanded to ~XX million members, contributing an astounding 95% of total sales – demonstrating exceptional customer retention and value delivery.

Enhanced Customer Value

Average value per member rose to 3X, reflecting stronger customer relationships and increased share of wallet.

Revenue Stability Through Retention

With 55% of revenue generated from repeat purchases, the brand established a stable foundation that reduced vulnerability to market fluctuations.

Campaign Effectiveness

During key promotional periods like End of Season Sale (EOSS), campaign response rates nearly doubled demonstrating the power of data-driven personalization.

Customer Win-Back

Targeted re-engagement campaigns achieved a remarkable XX% win-back rate, maintaining consistency despite industry-wide slowdowns.

Strategic Insights & Future Roadmap

Key Success Factors

  • Unified Customer View: Integration of previously siloed data created comprehensive customer profiles
  • Frontline Staff Empowerment: Store associates equipped with customer insights delivered enhanced in-store experiences
  • Dynamic Personalization: Moving beyond basic loyalty programs to integrated experience, engagement, and recognition
  • Data-Driven Decision Making: Real-time analytics enabling agile marketing strategies and resource optimization

Future Initiatives

The brand is now leveraging Zence CRM’s capabilities for:

  • Advanced RFM Segmentation: Further refinement of customer groups based on Recency, Frequency, and Monetary value
  • Store-Level Interventions: Targeted actions to reduce churn at individual retail locations
  • Seasonal Engagement Optimization: Capitalizing on peak purchasing periods with personalized campaigns

Competitive advantage through Zence excellence

This global denim leader has transformed its approach to customer relationships through strategic implementation of Zence CRM. By addressing fundamental data and engagement challenges, the brand has established a sustainable competitive advantage in the premium fashion marketplace.

“Zence CRM hasn’t just changed how we communicate with customers – it’s fundamentally transformed our business model, placing data-driven personalization at the core of everything we do.”

The success of this implementation demonstrates how the right CRM solution, properly executed, can drive substantial business outcomes even for established global brands.

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