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Loyalty & Customer Relationship Management (CRM)

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

Building satisfying, profitable customer relationships is essential for retail success. But you don’t build a committed relationship with a 10 per cent discount. Customer Relationship Management (CRM) is about delivering on a brand promise consistently, no matter what the season or channel.

Our loyalty and CRM solution gives you a 360° view of the customer across all sales channels, and enables you to get more from your marketing budget.

 

Burberry, Brown Thomas, Bhs, Austin Reed, Karen Millen, Viyella, Country Casuals and Asprey know their customers. Like, really know their customers. That’s because they are using our CRM solution to manage everything centrally, understand customer profitability, track multichannel communications and unearth their best shoppers.


And their customers like it. Why? Because it means they get messages, suggestions and special offers that they actually want – and don’t get bombarded with meaningless junk emails and coupons.

 

The end result is higher open, click through and conversion rates; more people spending more money, more often. And we can help you do this too.

 

 

Providing packaged CRM, loyalty and cardless loyalty schemes to over 120 retailers

 

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 multinational brands.

This breadth and depth of experience means we understand the nuances of each set-up and can design a blueprint for success.

 

 

Spend less, earn more


Our services are honed to give an early return on investment (ROI) and actionable strategic and operational insights.

 

Our CRM solution showed 30 per cent of one client’s customers hadn’t bought anything in twelve months – lost revenue of £17million.

 

A targeted, personalised campaign to these customers, brought in incremental revenue of £517,000.

 

Costs were minimal – our system’s quick and easy to use so you don’t need to rely on an IT team – and the return on the marketing budget was an impressive 25 to one.

 

 

One system, endless possibilities

 

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.


Further Information on our CRM and loyalty services...


Mint Velvet chooses BT Fresca for maximum impactBT boost store and web shopping 

Download the How to build a prioritised CRM strategy in 5 steps Whitepaper Download CRM Best Practice Whitepaper

Download the Integrating the consumer into the corporate ecosystem Whitepaper Download Integrating the consumer into the corporate ecosystem Whitepaper

Watch an overview of our customer insight, CRM and Loyalty servicesWatch our CRM & Loyalty video overviews



We can help with:

  • centralised Multichannel customer data repository
  • campaign set up and analysis
  • reporting
  • points-based loyalty schemes
  • cardless in-store data capture
  • in-store and 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.

 

To find out more about our Loyalty & CRM Solutions submit a query and we’ll get back to you.

 

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