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11

      Dr. Lakshmi Mohan

Case Example: 7-Eleven Japan - BI for Implementing a Customer-Centric Strategy

1974: Ito-Yokado acquired franchise rights to 7-Eleven in Japan

By 1998, expanded to over 5,000 stores

Company’s profitability reached 40% of sales

In contrast, 7-Eleven USA filed for bankruptcy

Sold 70% of its stores to Ito-Yokado

IT systems captured information about customers and their needs

Every clerk recorded customer features (gender, approx age, etc) at the time of purchase

Also, products requested that were not available in the store’s inventory

Inventory management systems based on customer information

Which products to stock in each store?

How much shelf space for each product?

Which are the most sellable items at different hours of the day and hence should be displayed?

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