CRM and Loyalty best practice
Information is nothing, without understanding
A Customer Relationship Management (CRM) loyalty tool can only give you so much. It’s the know-how that really makes the difference. We have years of experience in retail, in both the UK and North America. And not only is our CRM loyalty tool designed specifically for the retail sector – developed hand in hand with our customers over 25 years – but we can also call on our best practice experience to help you achieve an early return on your investment.
We work closely with our merchandising, point of sale (POS), e-commerce, loss prevention and planning teams, so we have a wide perspective on retail.
We understand the challenges of integrating a CRM loyalty programme with store, e-commerce and multichannel solutions like click & collect. And we know where the customer should sit in all of this and how to manage customer data.
This means we can make recommendations, and develop and execute programmes. In fact, we’ve helped over 120 other retailers implement and integrate CRM loyalty into the fabric of their business and we’ve pored over the results.
We know what works really well.
So, what does this mean for you? Well, it means that we can accurately calculate your CRM loyalty ROI and see that it is achieved in the timescales forecasted. It also means:
- your CRM loyalty initiatives have high visibility at board level
- everyone understands the value of customer data and customer service
- your budget increases year on year because for every £1 spent, you get £10 back, or £50 or more
- more people across your business – such as your buyers – use CRM data (and trust it) to make better decisions.
Best of all, it means that you’re not just collecting data from your e-commerce customers (which may only represent 6% to 15% of your sales) but also a large portion of your store customers. After all, we are in a multichannel world.
Our retail best practice is second to none. We’ve worked with fashion, apparel, giftware, department stores, lifestyle, sporting, and speciality retailers. We’ve helped high-end retailers with average customer values of close to £1million and those with average customer values closer to ... £20. It all counts
Further Information on our CRM services...
We can show the true value of customer data and customer insight. We can talk to your buyers and merchandisers, board members, marketing team, customer services, e-commerce, sales associates, store and regional managers and retail directors and make them see what CRM can and should mean to them – and how it can help them make better decisions.
Our CRM Loyalty Strategy Days, Customer Insight Services and highly valued Programme of Works can help you identify achievable returns and manage your new CRM initiatives so that your operational and strategic needs are prioritised and delivered.