Knowing one’s clients: the case of Groupe La Poste

Throughout its long history, the French Post Office (La Poste) has successfully undergone numerous transformations but never lost its identity. It has a strong tradition of public service which has earned it recognition from the general public, and given it a clear corporate culture. It is now a private-sector company but its capital is still public. The Group and its five branches no longer have monopoly of the market, and are faced with the necessities of budgetary rationalisation and clients’ demands for a quality service. In 2014, the Group’s president launched a wide-ranging, transversal programme entitled ‘Connaissance client’ with the objective of knowing more about its clients. It is based on the creation of a single frame of reference whereby an account is established for each client and can be accessed and shared by all the departments in the company. This programme has disrupted internal practices and divisions, and has necessitated a profound overhaul of the company’s IT system.