Skip to content
  • FR
  • FR
  • About Us

    ABOUT US

    • Who We Are
    • Metholodogy
    • Careers
    • Customer Portal
  • Services

    CRM CONSULTING

    • CRM Solutions
    • CRM Platforms
    • CRM Selection

    CRM IMPLEMENTATION

    • CRM Services
    • How It Works
    • What You Get
    • Cost Factors

    CRM OPTIMIZATION

    • CRM Optimization & Improvement

    CRM SUPPORT

    • Post-Implementation Support
  • Partners

    CRM PARTNER PLATFORMS

    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • App Marketplaces

    Inception & Strategic Roadmap

    • Business & CRM Consulting
    • CRM Platform Selection
    • CRM Roadmap & Strategy

    CRM Implementation & Systems Integration

    • CRM Roadmap Release Plan Execution
    • User Adoption & Training
    • Systems Integration

    CRM Optimization & Continuous Support

    • Post-Implementation Support
    • CRM Optimization & Improvement
    • Personalized Support
  • Industries

    INDUSTRIES

    • Credit Union
    • Bank & Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Museum & Cultural Venues
    • Transportation & Logistics
    • Retail & Distribution
    • Services
    • Cosmetics & Beauty
    • Nonprofit
    • Construction
    • Government
    • Healthcare
    • Technology
    • Food & Beverage
    • Tourism
    • Other
  • Resources

    RESOURCES

    • Articles
    • Case Studies
    • Ebooks
    • Press Releases
    • Testimonials
    • Webinars

    LEARN MORE ABOUT...

    • CRM Strategies
    • Marketing Automation
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • FR
  • FR
Contact Us
Case Study

One-to-one personalized marketing and growth marketing to increase b2b2c and e-commerce sales

Published on November 30, 2024

A minimalist logo showcases the word NAOS elegantly paired with a butterfly design on the left. Below it, the brands Bioderma, Institut Esthederm, and Etat Pur are listed. The composition embodies a clean and modern aesthetic that reflects Naos's innovative spirit.

Home / Case Studies / One-to-one personalized marketing and growth marketing to increase b2b2c and e-commerce sales

5 minutes reading time

Share this case study

1-TO-1 MARKETING​​
Real-time insightful marketing ​to grow engagement
+150%​​
In lead acquisition (paid and organic)
GROWTH MARKETING​​
Focused on customer relationship and loyalty

ABOUT THE CUSTOMER

NAOS is an international company operating in the retail cosmetics and beauty industry and is a purpose-driven company with a mission, inspired by a claimed humanist utopia. Home to well-known and mainstream dermatological brand Bioderma and the luxury, niche professional brand Esthederm, as well as the personalized indie brand Etat Pur, they hold a status of a major international figure in Skincare and are found in over 130 countries.

Get this as a case study PDF

CHALLENGES AND BUSINESS PAIN POINTS

NAOS North America is the corporate entity of two major brands; Bioderma and Esthederm. The Canadian subsidiary handles the North American market, hence Canada and the USA. Each market offers its own products, services and customer experience.

As an international company, there was a need to align with international guidelines, while staying true to its North American needs.

There was also a strong necessity to grow digitally, as the retail and beauty market is highly reliant on E-Commerce and E-Retail.

In 2018, we started the digital transformation and growth marketing project with NAOS by launching their Sugar Market project. Fast forward to today, with their growing success, our collaboration continues with the launch of their Salesforce (Marketing Cloud and Sales Cloud) project.

When we started the project, the main goal was to grow their 1st-party data, given that all client data was held by their retail partners, and they could not speak directly to their clients. 

As their database grew, we also found the need to grow their communication and engagement.

We also flagged the need to digitalize internal processes to streamline activities, save time and better communicate with their clients.

As many of their systems were not integrated, it was impossible to have a single’s 360 view of their customers, their interest and preference.

MARKETING SOLUTIONS TO GROWTH

  • Lead acquisition: through many types of acquisition initiatives relevant to their market, we were able to generate new leads and grow their database, and by doing so, increase their potential revenue streams.
  • Client Nurturing: we automated key emailing activities to nurture existing customers through timely, standardized, yet personalized communications.
  • Growth marketing: we designed and conducted A/B testing, optimizing and improving the results of key metrics to increase engagement and acquisition.
  • Integrated tools: website analytics and social listening integration to their marketing tool enabled them to monitor their customers through multiple touch points.
  • Increasing replenishment and AOV: with the launch of their e-Commerce in 2020, we realigned communications with the buyer’s journey in mind, to ensure perfect alignment along the different buying stages (awareness, consideration, decision, and post-purchase).
  • Limiting team silos: as NAOS North America grew, so did their international teams, and it became paramount to align with them in order to create consistency across markets and increase ROI.
  • Agility in growth: the digital transformation kicked off in 2018, with very specific acquisition goals, and as their digital growth continued, we realigned and even changed platforms to account for their growth.

CONCLUSION

Solutions Metrix applied its expertise in close collaboration with the NAOS team, ensuring the success of the marketing automation implementation.

Through this project, NAOS increased its database through many initiatives, allowing them to grow its 1-to-1 communication and better understand its consumers.  With that growth, they were able to increase conversion and ultimately increase their D2C revenue.

As NAOS grew and its marketing objectives changed, our agile methodology allowed us to realign our implementation and deliver the highest value for them.

Get this as a case study PDF

Other resources

  • Articles

CRM and NFT in Retail: Changing the Game

February 22, 2025

Learn about the powerful combination of NFTs and CRMs in the retail industry
Learn more
  • Articles

Tech Trends in The Retail Industry​

February 22, 2025

Learn more about how these technologies change CRM in retail and what it means for your business.​
Learn more
  • Case Studies

Enhancing operational efficiency and customer service excellence

December 19, 2024

Discover how Thibert, a leading North American distributor, transformed its workflows using Creatio's no-code CRM.
Learn more
Looking to Upgrade Your Current CRM
or
Make the Switch to a Better System?
Schedule Your Free Demo
Popular Tags
  • Article
  • Banking
  • Case Study
  • Construction
  • Creatio
.
  • Credit Union
  • CRM
  • Distribution
  • Education
  • Healthcare
.
  • Insurance
  • Manufacturing
  • Marketing
  • Microsoft
  • Museum
.
  • Pharma
  • Retail
  • Sales
  • Salesforce
  • Services
.
  • Sugar
  • Testimonal
  • Transportation
  • Webinar
Our Authors
  • Sébastien Forget
  • Kaliopi Spiropoulos
  • Myroslava Kryvoshei
  • Sarah-Rose Menard
About Us
  • Who We Are
  • Methodology
  • Careers
  • Customer Portal
  • Privacy Policy
  • Site Map
Services
  • CRM Consulting
  • CRM Implementation
  • CRM Optimization
  • CRM Support
  • CRM Strategies
  • Customer Services
Partners
  • Salesforce
  • Microsoft Dynamics 365
  • Creatio
  • SugarCRM
  • App Marketplaces
Industries
  • Credit Union
  • Bank & Finserv
  • Insurance
  • Pharmaceutical
  • Higher Education
  • Others
Resources
  • Article
  • Case Study
  • Press Release
  • Testimonial
  • Webinar
  • Authors
Linkedin Facebook Youtube X-twitter Instagram
© 2025 Solutions Metrix. All rights reserved.