Content about Customer relationship management

May 8, 2013
Modell’s launches Micros POS and CRM systems

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
A.C. Moore selects Epicor Retail CRM to enhance customer loyalty

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 completes acquisition of Tealeaf Technology

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 renews agreement with Alliance Data for database marketing

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
Gartner: Measuring ROI critical to social CRM initiatives

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
Container Store to implement Alliance database marketing

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 selects Buxton to assist in CRM efforts

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 and Big Y grocer team toward customer relationship-building

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
Not All Customer Experiences Are Created Equal

By Katrina Gosek, director of product marketing, Endeca

By Katrina Gosek, info@endeca.com

June 28, 2011
Survey: U.S. companies are losing 23% of online revenue to poor service

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’s debuts next-generation business intelligence applications

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
KPMG survey: Retailers look to organic growth initiatives to increase market share

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
Connecting With Customers Across Channels

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 Elusive, but More Important Than Ever

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


April 13, 2011
Loyalty Updated


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
Four steps to truly understanding your customers and unlocking new opportunities

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
Retail real estate decision-making comes out of the silo

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

March 1, 2011
Achieving customer centricity in multichannel commerce

According to NRF Retail Horizons Benchmark Report, two key initiatives to keep retailers competitive in 2010 were optimization and streamlining of their internal operations to reduce operating costs and improving their customer centricity to win the share of wallet.

By Akhilesh Srivastava, akhileshcs@infosys.com
According to NRF Retail Horizons Benchmark Report, two key initiatives to keep retailers competitive in 2010 were optimization and streamlining of their internal operations to reduce operating costs and improving their customer centricity to win the share of wallet.

February 14, 2011
Achieving customer centricity in multichannel commerce

According to NRF Retail Horizons Benchmark Report, two key initiatives to keep retailers competitive in 2010 were optimization and streamlining of their internal operations to reduce operating costs and improving their customer centricity to win the share of wallet.

By Akhilesh Srivastava, akhileshcs@infosys.com
According to NRF Retail Horizons Benchmark Report, two key initiatives to keep retailers competitive in 2010 were optimization and streamlining of their internal operations to reduce operating costs and improving their customer centricity to win the share of wallet.

February 10, 2011
Focus on: Consumer-Centricity


Coming off their most successful holiday season since 2004, retailers met at the National Retail Federation’s 100th Annual Convention & EXPO in New York City, looking for new ideas to sustain customer relationships and spur repeat shopper visits. One idea industry experts are bullish on is leveraging data produced by emerging digital consumer touchpoints and using the information to bolster consumer-centric strategies.


November 11, 2010
Retailers: Holiday sales will hinge on multichannel support

Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales.

By Bridget Trask, Bridget.trask@convergys.com

Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales. Every day counts, especially this year, when retailers will feel the full impact of a major change in the marketplace -- growth in customer demand for a shopping experience via multiple interaction channels.

November 1, 2010
Oracle to buy e-commerce software maker ATG for $1 billion

Oracle Corp. announced Tuesday it would purchase e-commerce software company Art Technology Group (ATG) for...

July 6, 2010
Bluefly.com invests in customer satisfaction

Retailers understand now, more than ever, if an e-commerce site experiences technical problems, online shoppers could easily make a purchase elsewhere.

Retailers understand now, more than ever, if an e-commerce site experiences technical problems, online shoppers could easily make a purchase elsewhere. In response, companies are upping their game to detect and quickly fix web issues to keep shoppers satisfied and also bring in sales.

For example, online retailer New York City-based Bluefly.com once had an undetected outage on its site for 10 hours where customers could not add items to their shopping carts. The problem caused a big loss in revenue.

May 20, 2010
Spanish retailer improves sales with IBM’s predictive analytics software

IBM announced that Neck & Neck, a children's clothing retailer in nine European countries with...

March 1, 2010
Post-recession strategies for retailers

By Frank Schools, www.tatumllc.com

For many retailers nationwide, 2009 will be remembered as one of the worst in recent history. In fact, the recession shattered consumer confidence and subsequently retail sales at nearly every level.

Shuttered storefronts and liquidation sales have also become extremely familiar sights with many retailers responding with even more cost cutting. But at this point, is there really any more cost cutting to be done?