Taking a holistic view of CRM at a group of museums

project overview

CRM, segmentation and systems / Visitor-focused systems planning

National Museums Liverpool

National Museums Liverpool is a group of 7 museum venues with extensive outreach and learning programmes, focused on putting the visitor at the heart of every experience. As a large organisation with multiple legacy systems for processing visitor data, they wanted to align these to allow a single view of each visitor, and to provide a better visitor experience, on and offline.

Indigo worked with them to scope out their needs, outline and assess different strategic options, agree on a phased roadmap, and help to select and appoint relevant suppliers.

They are now in the process of implementing phase 1 of the project, starting with a central CRM system, and gradually aligning existing and future systems to integrate fully.

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