Loyalty & Customer Relationship Management (CRM)

Get to know your customers and give them exactly what they want.

In today’s multichannel world, building satisfying, profitable customer relationships is essential for retail success. Our loyalty and CRM solution gives you a 360° view of the customer across all sales channels. Powerful analysis and execution tools then allow you to quickly and easily turn this information into insight and campaigns that deliver measurable results.

We've been delivering CRM solutions for over 25 years to every type of retailer – from high end boutiques to factory outlets; small family-owned businesses to massive multinational brands. This breadth and depth of experience means we understand the nuances of each set-up and can design a blueprint for success.

We are passionate about retailing. All of our specialists have experience in retail, or a strong pedigree of retail-specific CRM skills, and we work alongside our merchandise, planning, POS (point of sale) and e-commerce specialist colleagues to provide a complete retail solution.

We provide packaged CRM, loyalty and cardless loyalty schemes to over 120 retailers. Our services are honed to give an early return on investment (ROI) and actionable strategic and operational insights. Whatever your set-up, you need real-time connectivity across all sales channels, including mobile hand-held, point of sale (POS), kiosk, web and call centre, to get a single view of the customer. You can then capture customer preferences at every touchpoint and use relevant CRM information to continually improve customer service, drive loyalty and increase your share of each customer's wallet.

We can help with:

  • centralised multichannel customer data repository
  • campaign setup and analysis
  • reporting
  • points-based loyalty schemes
  • cardless in-store data capture
  • in-store andand online loyalty programmes
  • customer analytics
  • data management, cleansing and hygiene.

You can choose to run your CRM and loyalty systems in-house, or have us manage the entire programme, or components of it for you. Service options range from the management of operational components of the solution to strategy design, as well as programme execution such as campaign management, email design and management, community and loyalty micro-sites.