LG ELECTRONICS
PROJECTS
Comprehensive Upgrade of Common Task Scope of LG Electronics Service and Field Service l LG Electronics Russia Customer 360 l LG Electronics India Marketing Cloud
SOLUTION HIGHLIGHTS
Service Cloud, Marketing Cloud, Heroku, Tableau CRM Plus, Marketing Cloud Advertising (formerly, Advertising Studio)
BACKGROUND AND CHALLENGES
1. Preparing for the hyper-personalization era: Customer expectations have evolved beyond simple product purchases to personalized experiences. LG Electronics realized the need for a marketing tool that could support 1:1 targeted advertising at scale.
2. Increase cross- and upsell opportunities: The company wanted to leverage existing customer data to cross-sell or upsell additional products, a key strategy to strengthen customer relationships and increase profitability.
3. Prepare for increased privacy protection: With increasing privacy legislation, it has become increasingly difficult to collect voluntary data from customers. LG Electronics needed to find a way to collect data based on customer consent.
RESULTS
Sales Cloud: Optimization of customer relationship management (CRM) has enabled the company to effectively manage customer data and identify cross-sell and upsell opportunities.
Service Cloud: Integrated management of customer support and service processes to maximize customer satisfaction and provide personalized service for each customer.
Marketing Cloud: Provides a platform to run 1:1 targeted and personalized marketing campaigns at scale, with advanced analytics capabilities. This has enabled LG Electronics to create customized marketing strategies based on customer behavior and preferences.
Heroku: A platform that supports the development and operation of customized applications, enabling LG Electronics to provide flexible services that respond quickly to customer needs.
Tableau CRM Plus: Provided business insights through data analysis and visualization, enhancing a data-driven approach to decision-making.
Marketing Cloud Advertising: Provides advanced targeting and ad performance optimization capabilities, enabling LG Electronics to maximize ROI through effective advertising campaigns.
With Salesforce solutions, LG Electronics has been able to successfully drive digital transformation and strengthen its customer-centric business strategy.
