captivating customers with integrated retail it solutions

28
Captivating Customers Cutting-edge customer engagement solutions

Upload: raymark

Post on 20-Aug-2015

574 views

Category:

Technology


1 download

TRANSCRIPT

Page 1: Captivating Customers with Integrated Retail IT Solutions

Captivating CustomersCutting-edge customer engagement solutions

Page 2: Captivating Customers with Integrated Retail IT Solutions

Customer engagement

“When asked how companies can encourage them to spend more, 61% of customers said accessible information, 66% said improved customer service and 23% said a tailored experience.”**Harris Interactive, Customer experience Impact Report 2010

Page 3: Captivating Customers with Integrated Retail IT Solutions

Presentation focus

Key customer engagement strategies…

• Ecommerce• CRM & Email Marketing• Clienteling• Mobility

Page 4: Captivating Customers with Integrated Retail IT Solutions

Are you connected?

Ecommerce

Page 5: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE :How can retailers make the most of the

online shopping phenomenon?

“84% of global

internet users shop online.”

Source: Nielsen Online, 2011

Page 6: Captivating Customers with Integrated Retail IT Solutions

Solution 1 : Supply chain integration

1. Integrated system

• Full integration to the enterprise• Real-time accurate view of inventory info • Global capabilities, one online storefront• Security functions

Page 7: Captivating Customers with Integrated Retail IT Solutions

Solution 2 : High quality user experience

2. High quality user experience

• Customized design•Save customer product look- up, wish lists, history & delivery tracking• Customers can review and rate• Send targeted emails, newsletters & coupons• Accept credit cards in real-time

Page 8: Captivating Customers with Integrated Retail IT Solutions

EcommerceSummary

Key Benefits

• No information silos!• Integrated to back-office• Inventory in one place• Eliminates duplicate processes

Page 9: Captivating Customers with Integrated Retail IT Solutions

CRM & Email Marketing

Is your message getting through?

Page 10: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE 1: Multi-channel business models often lead to disparate customer data, rendering it difficult to truly know and

understand your best customers.

“Patronage by loyal customers yields 65 % of a typical business' volume.”

American Management Association

Page 11: Captivating Customers with Integrated Retail IT Solutions

Solution 1: 360⁰ view of the customer

1. 360⁰ view of the customer

• Convergence of multichannel customer data• Better know the customer• Ad hoc queries • Act on these insights to personalize the sales experience• Automated customer segmentation

Page 12: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE 2: Lack of relevancy increases customer defection.

“63% of consumers

have or are considering

abandoning a brand

altogether because of

irrelevant email and

junk mail.” CMO Council Study, 2009

Page 13: Captivating Customers with Integrated Retail IT Solutions

2. Integrated Email Marketing • Integrated to CRM and Xpert• Using intelligence gathered at all channels• Effectively target the right customers with the right message

Solution 2: Integrated Email marketing

Page 14: Captivating Customers with Integrated Retail IT Solutions

“43% of respondents stated that problems with

data availability or integrity were major barriers to implementing

marketing ROI programs.”

The Conference Board, 2009

CHALLENGE 3: Marketers struggle to prove the profitability of campaigns.

Page 15: Captivating Customers with Integrated Retail IT Solutions

Solution 3: Retail marketing analytics

3. Retail Marketing Analytics•Automated ROI measurement•Removing manual processes• Multi-dimensional & Multichannel analysis• Scheduled reports

Page 16: Captivating Customers with Integrated Retail IT Solutions

CRM & Email Marketing Summary

Key Benefits

• Valuable customer information• Relevant messaging• Accurate metrics

Page 17: Captivating Customers with Integrated Retail IT Solutions

Building lasting relationships

Clienteling

Page 18: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE 1:There is a clear value in offering better customer service but how can retailers offer superior customer service to

their competitors?

“74% of customers would

be prepared to pay more

for a product if it came

with better service.”

Source: Retail Eyes Report

Page 19: Captivating Customers with Integrated Retail IT Solutions

Solution 1: Clienteling, an interactive customer experience

1. Clienteling: an interactive customer experience

• Engages the customer visually & emotionally• Encourages customer interaction• Highly personalized• Improves cross- selling/up-selling• Offers flexibility

Page 20: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE 2: Captivating customers is one thing, keeping them is

another. Loyal customers are key to business success.

“customer retention costs five

times less than new customer attraction.”

Source: Emmett C. Murphy

and Mark A. Murphy,

Leading on the Edge of Chaos, 2002

Page 21: Captivating Customers with Integrated Retail IT Solutions

Solution 2: Building lasting relationships

2. Building lasting relationships• Dive deeper into customer

information: purchases, likes, preferences

• Pull rather than push• Integrated to create loyalty programs

with tailored promotions & services

• Schedule appointments• Conduct surveys/ diagnostic analysis

Page 22: Captivating Customers with Integrated Retail IT Solutions

ClientelingSummary

Key Benefits

• Deeper customer knowledge• Interactive• Builds loyalty

Page 23: Captivating Customers with Integrated Retail IT Solutions

Mobility

Retail is on the move…

Page 24: Captivating Customers with Integrated Retail IT Solutions

CHALLENGE :How can retailers seize every sales opportunity and stop

the customer from going elsewhere?

“51% of shoppers refuse to even

enter a store if they spy a line-up.”Source: Barclaycard

Page 25: Captivating Customers with Integrated Retail IT Solutions

Solution : Seize the moment with flexible retailing

Seize the moment with flexible retailing • Line-busting mobile POS• Customer data capture & VIP• On the spot product & inventory look-up• Real-time integration to the enterprise

Page 26: Captivating Customers with Integrated Retail IT Solutions

MobilitySummary

Key Benefits

• Seize every opportunity• Flexible retailing• Customer engagement

Page 27: Captivating Customers with Integrated Retail IT Solutions

Raymark’s Customer Engagement Blueprint

Page 28: Captivating Customers with Integrated Retail IT Solutions

@RaymarkRetailwww.raymark.comRaymark

Making customer-centric retailing a reality