How JD Retail Cloud’s CRM Turned a Convenience Store Chain into a Data‑Driven Growth Engine

JD Retail Cloud’s store‑CRM solution was recognized with the Gold Wing Award for outstanding retail case studies, highlighting its role in digital transformation for the Haolinju (Good Neighbor) convenience‑store chain, which operates over 400 locations.

Problem : Haolinju faced limited functionality and scalability in its legacy membership system, lacked user profiling, and struggled with unified campaign management, resulting in poor multi‑channel integration and difficulty in fine‑grained user operations.

Solution : Leveraging JD Retail Cloud’s cloud‑based CRM, the partnership rebuilt the data architecture, applied a “1+1>2” methodology, and introduced a comprehensive user‑operation framework that combined online experience with offline data.

Methodology :

Integrated JD’s proven user‑operation methodology with Haolinju’s data to map the full lifecycle of users from acquisition to churn.

Employed big‑data algorithm models to perform multi‑dimensional calculations and AI‑driven training, generating deep user insights and actionable marketing strategies.

Utilized a marketing‑automation platform for automated user segmentation, flow analysis, and persona tagging.

Extended rich online tools (group buying, lucky‑red‑packet, invitation rewards) to offline stores, enabling multi‑channel, end‑to‑end user engagement.

Results : Compared with traditional operations, the CRM solution increased precise‑marketing ROI by 19% and raised average purchase frequency by 0.7 transactions per user during the observation period, demonstrating significant efficiency gains in user acquisition and asset accumulation.

Impact : The case validates JD Retail Cloud’s ability to drive digital transformation in the offline retail sector, and the solution is being extended to other brands and supermarkets through SaaS offerings, aiming to reduce costs and improve effectiveness across the industry.