CASE STUDY

Putting the customer at the center of everything we do

CATEGORY:
New marketing frameworks

CUSTOMER:
Merck KGaA

COUNTRY:
Global

YEAR OF EXECUTION:
2021

TITLE OF THE PROJECT:
Developing training on creating customer-tailored content

Project objectives

  • Deepen the teams’ understanding of customers’ needs.
  • Help employees to create and identify different customer personas.
  • Enable the development of an integrated multichannel plan.
  • Explain the role of analytics in business performance optimization.

Developing training on creating customer-tailored content

This training aims to help raise awareness of new multichannel concepts, unify the communication with customers in Merck Fertility, and assure greater alignment between global and local teams. The ultimate goal is to achieve an exceptional customer experience through tailored content.

  • The training consists of an introduction, followed by four consecutive modules. 
  • The slides are replete with a mix of video, graphic, and written content. 
  • The training is rich in animations that visualize more complex concepts in a digestible manner.
  • Each of the modules concludes with an interactive quiz.