Tommy H Case

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Case study How Tommy Hilfiger capitalizes on its most profitable customers Authors Angelo Gelsumino is a partner in the Advisory Practice, Ernst & Young LLP, Netherlands and is the EMEIA customer lead Bob van der Beek is a senior manager in the Advisory Practice, Ernst & Young LLP, Netherlands Kasia Blicharz is a manager in the Advisory Practice, Ernst & Young LLP, Netherlands Tommy Hilfiger case I Executive summary n today’s competitive global fashion market in which Tommy Hilfiger operates, companies struggle with building sustainable and profitable customer relationships. In this environment, segmentation becomes the key to effective customer profitability management. It helps to optimize investments in product development, channel management and marketing communications. A fact-based segmentation establishes a method to select the most profitable customers and with their underlying profiles helps to build targeted marketing strategies around them. This segmentation method enabled Tommy Hilfiger to stimulate the change of its mindset from traditional productcentric thinking to a more customer-centric thinking. As a result, Tommy Hilfiger will optimize the allocation of the total marketing spend, launch tailored CRM activities and effectively increase its sales margins and revenue. 57 Today’s global fashion market: redefining the balance between efficiency and effectiveness - building brand loyalty as the next competitive battleground The high-quality global fashion market in which Tommy Hilfiger operates is characterized by strong competition and a number of industry trends such as: • Retailer consolidation and growth of retailers’ private label brands • Apparel price deflation and flat growth • Capricious customers and reduced timeto-market cycles The ability to quickly respond to customers’ ever changing demands with effective, low-cost sourcing

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