Content about Customer relationship management

February 24, 2014

Recent news that Starbucks will soon start offering a feature on its Square payment app that automatically prompts customers to leave a tip for appropriate purchases and also calculates “basic,” “better” and “best” tip amounts serves as a reminder of the three rules of modern CRM. Automate, automate, automate.

Recent news that Starbucks will soon start offering a feature on its Square payment app that automatically prompts customers to leave a tip for appropriate purchases and also calculates “basic,” “better” and “best” tip amounts serves as a reminder of the three rules of modern CRM: Automate, automate, automate.

December 3, 2013

The Retail industry is in the midst of unprecedented change, with multiple innovations in technology transforming the way business is conducted.

By Connor Marsden, U.S. Lead for Microsoft Dynamics CRM

The Retail industry is in the midst of unprecedented change, with multiple innovations in technology transforming the way business is conducted. Retail companies that are unable to keep pace will face diminished prospects for growth. But for those companies that can successfully navigate this changing landscape, there is enormous potential and the opportunity to create a sustainable competitive advantage within their business.

October 15, 2013

The online shopping experience has many benefits: access to unlimited inventory, quick search capabilities, and overall convenience. But it lacks one key element: human interaction.

By Joe Gillespie, president and CEO of Zoove

The online shopping experience has many benefits: access to unlimited inventory, quick search capabilities, and overall convenience. But it lacks one key element: human interaction. Before making a purchase, consumers often want to try out products — to see and touch them, or get a second opinion. In fact, a recent IBM survey reveals that nearly nine out of ten consumers still finalize their purchases in-store.

September 17, 2013

From the retail floor to the contact center, what is your strategy this year for offering your customer the highest level of service while maximizing the profitability of each customer interaction?

By Anna Convery, OpenSpan

July 19, 2013

South Korean home shopping retailer NS Shopping is deploying mobile and analytics solutions from IBM to improve its omni-channel customer experience and relationship management.

Seoul, South Korea – South Korean home shopping retailer NS Shopping is deploying mobile and analytics solutions from IBM to improve its omni-channel customer experience and relationship management.

NS Shopping currently sells its merchandise via television, catalogues and online, and will use IBM Smarter Commerce technology to integrate mobile and social channels into its retail environment.

July 19, 2013

The market for social CRM software, or technology that allows retailers to perform activities such as social monitoring, social listening, social management and social measurement for providing an enhanced customer experience, is set to grow exponentially in the next few years.

Dallas – The market for social CRM software, or technology that allows retailers to perform activities such as social monitoring, social listening, social management and social measurement for providing an enhanced customer experience, is set to grow exponentially in the next few years.

According to a new report from RnR Market Research, the social CRM technology market will expand from $1.91 billion in 2013 to $9.08 billion in 2018. This represents a compound annual growth rate (CAGR) of 36.5% from 2013 to 2018.

July 1, 2013

A carefully designed customer experience is the cornerstone of modern omni-channel customer relationship marketing.

A carefully designed customer experience is the cornerstone of modern omni-channel customer relationship marketing. Retailers painstakingly craft marketing messages and engagement strategies that a customer will encounter at a specific time, in a specific place, via a specific channel. The experience often has some flexibility built in so it can adapt to individual customer behavior, wants and needs.

June 3, 2013

Information technology solution-provider MICROS Systems said that it has forged a partnership with Steve Madden to launch its e-commerce, order management, customer relationship management, and cloud point-of-service solutions.

Westborough, Mass. -- Information technology solution-provider MICROS Systems said that it has forged a partnership with Steve Madden to launch  its e-commerce, order management, customer relationship management, and cloud point-of-service solutions.
 

May 8, 2013

Sporting goods retailer Modell’s is launching Micros-Retail’s Xstore Point-of-Service, Relate Customer Relationship Management and miStore mobile POS solutions.

Westborough, Mass. -- Sporting goods retailer Modell’s is launching Micros-Retail’s Xstore Point-of-Service, Relate Customer Relationship Management and miStore mobile POS solutions. Modell’s says it intends to transform the customer experience, modernize IT for the stores, reduce training time for IT staff, and streamline day-to-day functions, as well as use miStore to provide quicker customer service with more detailed product information.

December 19, 2012

Epicor Software Corp. said that A.C. Moore Arts & Crafts has selected and implemented the company’s Retail Customer Relationship Management solution to strengthen customer relations and support future loyalty/reward initiatives.

Dublin, Calif. -- Epicor Software Corp. said Wednesday that A.C. Moore Arts & Crafts has selected and implemented the company’s Retail Customer Relationship Management solution to strengthen customer relations and support future loyalty/reward initiatives.

June 13, 2012

IBM announced it has completed its acquisition of Tealeaf Technology, a provider of digital customer experience management and customer behavior analysis solutions.

Armonk, N.Y. -- IBM announced it has completed its acquisition of Tealeaf Technology, a provider of digital customer experience management and customer behavior analysis solutions.

The acquisition extends IBM’s Smarter Commerce initiative with qualitative analytics software that helps organizations deliver an optimal digital experience to their customers via the web and mobile devices.

May 31, 2012

Patagonia said Thursday it has renewed its partnership with Epsilon, a subsidiary of Alliance Data Systems Corp., so that Epsilon will continue to provide comprehensive database marketing services designed to give Patagonia a better understanding of customers and improve cross-channel marketing campaign results.

Dallas -- Patagonia said Thursday it has renewed its partnership with Epsilon, a subsidiary of Alliance Data Systems Corp., so that Epsilon will continue to provide comprehensive database marketing services designed to give Patagonia a better understanding of customers and improve cross-channel marketing campaign results.

May 18, 2012

Although the adoption of social media by sales, marketing and customer service departments continues to grow rapidly, by the end of 2012, only 50% of Fortune 1000 companies will receive a worthwhile return on investment from their social customer relationship management (CRM) initiatives, according to Garner.

New York -- Although the adoption of social media by sales, marketing and customer service departments continues to grow rapidly, by the end of 2012, only 50% of Fortune 1000 companies will receive a worthwhile return on investment from their social customer relationship management (CRM) initiatives, according to Gartner.

April 10, 2012

The Container Store said it has enlisted Epsilon, a subsidiary of marketing solution-provider Alliance Data Systems Corp., for comprehensive data and database marketing services.

Dallas -- The Container Store said Tuesday it has enlisted Epsilon, a subsidiary of marketing solution-provider Alliance Data Systems Corp., for comprehensive data and database marketing services.

The services are designed to fuel marketing efforts to acquire and retain customers and increase sales.

April 6, 2012

Rug Doctor said that it has chosen customer analytics firm Buxton to assist with the company’s customer relationship management strategy.

Fort Worth, Texas -- Rug Doctor said that it has chosen customer analytics firm Buxton to assist with the company’s customer relationship management strategy.

March 13, 2012

Wren Solutions said it has launched a retail audit software offering Encapsulon Assessment, as well as a new customer relationship with Big Y, a supermarket chain operating 61 stores in Massachusetts and Connecticut.

Atlanta -- Wren Solutions said Tuesday it has launched a retail audit software offering Encapsulon Assessment, as well as a new customer relationship with Big Y, a supermarket chain operating 61 stores in Massachusetts and Connecticut.

Encapsulon Assessment enables loss prevention and store operations professionals to streamline and simplify the process of designing, conducting, and following up on audits.

September 21, 2011

By Katrina Gosek, director of product marketing, Endeca

By Katrina Gosek, info@endeca.com

June 28, 2011

Survey results released Tuesday by online customer experience management firm Tealeaf and conducted by Econsultancy showed that nearly 23% of online revenue is lost annually by U.S. companies due to poor online customer experiences.

San Francisco -- Survey results released Tuesday by online customer experience management firm Tealeaf and conducted by Econsultancy showed that nearly 23% of online revenue is lost annually by U.S. companies due to poor online customer experiences.

May 26, 2011

Oracle on Thursday unveiled a prebuilt business intelligence application for retailers.

Redwood Shores, Calif. — Oracle on Thursday unveiled a prebuilt business intelligence application for retailers.

The new application, Oracle Retail Merchandising Analytics, uses Oracle Business Intelligence applications to access and analyze data from multiple applications such as financial and workforce management, customer relationship management (CRM) and retail operations.

May 11, 2011

Retailers will pursue major investment in customer relationship management systems, business intelligence systems, and enterprise resource systems for transaction processing, according to a survey of 152 senior financial executives of global retail companies by KPMG International.

New York City -- Retailers will pursue major investment in customer relationship management systems, business intelligence systems, and enterprise resource systems for transaction processing, according to a survey of 152 senior financial executives of global retail companies by KPMG International.

April 13, 2011

Today’s retail customers are both demanding and spoiled by extensive choices. Channels and touch points are proliferating, smart access devices have grown, and customer expectations around these have leapfrogged. More than ever, customers want a consistent, personalized cross-channel experience. Chain Store Age spoke with Wipro’s Saurabh Mittal about how retailers can meet these expectations. 



April 13, 2011

Customer loyalty is becoming harder for retailers to earn, and even harder to keep. 


April 13, 2011

Tired of relying on deep, blanket mass-marketing promotions to attract shoppers, specialty retailer Crabtree & Evelyn is delving into its customer database and using a new customer relationship management strategy to deliver service based on its shoppers’ needs. 


March 21, 2011

By Jon Weber, VP of L.E.K. Consulting

By Jon Weber, retail@lek.com

As a consumer, you’re aware that basic demographic information doesn’t reflect your personality or pinpoint why you make your purchasing decisions. Retailers that probe beneath the surface of shallow customer profiles can gain the true market intelligence required to uncover new opportunities and focus on areas with the highest growth potential.

March 11, 2011

The “prediction gap” of expert opinion that endlessly disagrees between a rising economic recovery versus continuing recession illustrates the complexity and volatility of the marketplace, and how little room there is for retail chain real estate investment mistakes.

By Dean A. Stoecker, CEO, Alteryx, LLC