Harrods Case Study

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"Golden Record": A standardised view of the customer

Case Study

360° view of the customer

For a unique, multi-faceted retail organisation like Harrods, customer engagement is an integral part of its overall CRM strategy. Following the successful completion of an eCommerce replatforming in partnership with Farfetch Platform Services in 2020, Harrods focused on unifying its CRM and customer data into a single view and modernising its entire loyalty and communications approach.


Within 18 months, with the help of KPS' UK and European specialist teams, the replacement of the old IT landscape was initiated - paving the way for a customer-centric and unified strategy. Harrods now has a holistic 360° customer profile with the "Golden Record", which is based on shared customer data and the collection of customer interaction data from all contact points, both online and offline.

KPS - Personalisierung - Wie man sich von Hyper- zu Ganzheitlichkeit entwickelt

Harrods Case Study

Harrods is synonymous with customer experience and has become a hallmark of luxury retail. With over 330 departments and dozens of concierge-style services, it caters to a discerning audience looking for everything from haircuts to handbags.


After a rigorous assessment and evaluation process, Harrods decided to implement an SAP CX solution and engaged the award-winning SAP experts at KPS to carry out the implementation. In 2021, the partners set out to overhaul Harrods' platforms with the aim of renewing and reforming its customer engagement platform, marketing platform, service and customer data management in a scalable Software-as-a-Service (SaaS) architecture.

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