How To Turn Customer Knowledge Into A Corporate Asset: The Case of 1-800-FLOWERS.COM
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.
The above is the executive summary of research entitled “Case Study: 1-800-FLOWERS.COM Turns Customer Knowledge Into A Corporate Asset” by Dave Frankland of Forrester Research. The paper is available for members of 
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