Harrods Case Study

Download Case Study Harrods

"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.

Privacy settings

We use cookies on our website. Some of them are essential, while others help us to improve this website and your experience. With your consent, we use cookies to analyse the usage of our website. We also use cookies for marketing to help us measure the success of our marketing efforts. In the settings you will find detailed information about the individual cookies, and you can refuse the use of cookies. You can change or revoke your selection at any time on any KPS.com page in the footer under Privacy Settings.

Essential Cookies

Essential cookies enable basic functions and are necessary for the proper functioning of the website.

  • Cookie Banner
    Cookie Name: kps-privacy-settings
    Value: PrivacyLevel_0#a
    Storage duration: 4 weeks
    Description: Cookie is required to save cookie settings. This is a purely technical cookie.
  • Qualtrics intercept:
    Cookie Name: QSI_SI_1Fb3MKgsothXM21_intercept
    Value: hash value of the session ID and query parameters assigned to this session ID
    Storage period: 1 week
    Description: Cookie is used to maintain a session or track survey sessions so that they are not repeated.
Functional cookies

Functional cookies are used by third parties or publishers to display personalised advertisements. They do this by tracking visitors across websites.

Google Analytics

Cookie Name: _ga
Storage duration: 2 years
Description: Used to differentiate between users.

Cookie Name: _gid
Storage duration: 24 hours
Description: Used to differentiate between users.

Cookie Name: _gat
Storage duration: 1 minute
Description: Used to throttle the demand rate. When Google Analytics is delivered via Google Tag Manager, this cookie is named _dc_gtm_ <Property ID>.

Cookie Name: hide-cookieinfo
Storage period: 30 days
Description: Cookie that is set to query the cookies.

External media

Content from video platforms and social media platforms is blocked by default. If cookies from external media are accepted, access to this content no longer requires manual consent.

LinkedIn Tag

Cookie Name: li_oatml
Storage duration: 30 days
Description: This cookie is used to identify LinkedIn members outside of LinkedIn for promotional and analytical purposes outside of the designated countries and, for a limited time, for promotional purposes in the designated countries.

Cookie Name: lidc
Storage duration: 24 hours
Description: This cookie optimises the selection of the data centre.

Cookie Name: lissc
Storage duration: 365 days
Description: This cookie ensures that all cookies in this browser use the same SameSite attribute.

Cookie Name: s_sq
Storage duration: Session
Description: Adobe Analytics uses this cookie to store information about the previous link that a user clicked on.

Cookie Name: AMCVS_14215E3D5995C57C0A495C55%40AdobeOrg    Storage duration: Session
Description: For the Adobe Experience Cloud, this cookie indicates when a session began.

Cookie Name: lang
Storage duration: Session
Description: This cookie remembers the language setting of a user.

Cookie Name: s_cc
Storage duration: Session
Description: This cookie is used by Adobe Analytics to determine whether cookies are enabled.

Cookie Name: UserMatchHistory
Storage duration: 30 days
Description: This cookie is used to synchronize the IDs of LinkedIn Ads.

Cookie Name:  AMCV_14215E3D5995C57C0A495C55%40AdobeOrg   
Storage duration: 180 days
Description: This is a unique identifier for the Adobe Experience Cloud.

Cookie Name: bcookie
Storage duration: 730 days
Description: This cookie is a browser identification. It is used to uniquely identify devices accessing LinkedIn in order to detect misuse of the platform.

Cookie Name: _ga
Storage duration: 730 days
Description: This is a cookie for Google Analytics.

Cookie Name: _gid
Storage duration: 24 hours
Description: This is a cookie for Google Analytics.

Lead Forensic

Cookie Name: __lfuuid
Storage duration: 10 years
Description: Allows a website to track visitor behavior on the sites.

HubSpot

Cookie Name: __hstc
Storage duration: 6 months
Description: It contains the domain, utk, initial timestamp (first visit), last timestamp (last visit), current timestamp (this visit), and session number (increments for each subsequent session).

Cookie Name: __hubspotutk
Storage duration: 6 months
Description: It contains an opaque GUID to represent the current visitor.

Cookie Name: __hssc
Storage duration: 30 minutes
Description: This is used to determine if HubSpot should increment the session number and timestamps in the __hstc cookie. It contains the domain, viewCount (increments each pageView in a session), and session start timestamp.

Cookie Name: __hssrc
Storage duration: expires at the end of the session
Description:Whenever HubSpot changes the session cookie, this cookie is also set to determine if the visitor has restarted their browser. If this cookie does not exist when HubSpot manages cookies, it is considered a new session.

Changing privacy settings

·

Imprint

·

Data protection statement