CRM/Clienteling - Know Thy Customer

Raymark’s CRM solution is a powerful CRM Analytics and Personalization Engine based on Microsoft’s Dynamics CRM platform and Business Intelligence tools. It enables retailers to leverage customer profile and interaction information (purchases, activities, etc.) collected throughout the retail network and execute marketing strategies.

Incorporating data from the POS, email, direct mail, mobile applications, text messaging, third party apps (websites, social networks, etc.), staff handhelds, kiosks, digital signage, customer service touch points, deliveries, surveys, and more, this rich solution allows you to create effective, targeted campaigns based on personalized product recommendations, offers, discounts and promotions based on deep customer profiling and cross-referencing.

> 360 degree view of the customer > Customer Trend Identification and Data Mining
> Campaign Management and Response Tracking > Personalized Item Recommendations
> Personalized Offers/Discounts > Personalized Email and Text Messaging
> Cross-Selling and Up-Selling Engine > Automated Rule and Workflow-Driven Marketing
> Deep Analytics and Dashboarding > Marketing ROI Reporting
> Appointment Scheduling > Multi-Channel Campaigns
> PC or Tablet-Based Clienteling > Mobile Clienteling

Customer Information Capture

This advanced CRM captures all customer information at the store level and all items purchased by the customer as they are scanned. This allows you to acquire detailed information on your customer base, and combining this with demographic information determines the value of each customer, providing insight into how they were acquired and how best to retain them.

Increased Customer Loyalty

The solution leverages Raymark’s in-store VIP Module to facilitate and manage loyalty cards. By predefining the rewards parameters, a store can award discounts based on the number of store visits, transactions, or even loyalty to a particular brand. Options are only limited by the imagination.

Target Marketing

Raymark’s CRM allows for proper segmentation. By segmenting customers around product categories, each segment can receive targeted content about product value and specifics. This allows retailers to offer unique personal care and targeted products that stand apart in quality and originality.

Cross-Selling and Up-Selling

Cross-selling and up-selling rules and promotions can also be configured for suggestive selling at the cash register, on the sales floor using mobile handhelds, and in communications from the back office. By analyzing real-time data at store level, immediate suggestions can be made to the customers for similar or complimentary products. The promotional module functionality allows promotional flexibility because you can set and configure promotional conditions, without any limitations.

Appointment Scheduling

Streamlined appointment scheduling defines services with related resources and work schedules to increase precision. Having a centralized view of service workers’ calendars and resources optimizes scheduling, saving time and reducing costs by providing increased visibility into how well current scheduling is fulfilling service goals.

Multi-Channel Campaigns

The solution allows for the planning of multi-channel marketing campaigns and executes them flawlessly. CRM marketing analytics provide a means to easily track the effectiveness of marketing campaigns, comparing forecasted and actual responses and sales. Dashboards provide graphical analytics including activity lists, sales forecasting and statistics, marketing graphs and service gauges. Effectiveness is optimal when all customer touch points have been considered and incorporated into the solution, as these touchpoints contain a wealth of product browsing, purchasing, and analytical data that can and should be leveraged in creating targeted offers and promotions.

Clienteling

Point-of-Sale

Our POS solution was built from the ground up as customer-centric POS solution, not simply a transaction register. It tracks and manages a very wide set of customer data – contact info, custom attributes, preferences, groups/segments, spousal information, purchase history, associate notes, and much more – and offers integrated loyalty and promotion/offer management features. It is a centralized, real-time, thin-client, and full-featured solution that does not require any data polling. It is almost plug-and-play and has integrated reporting.

PC or Tablet-Based Clienteling

This is a standalone version of the Clienteling module that is in our POS. By decoupling the Clienteling module from the POS, sales associates and beauty artists can walk around with it on a tablet PC and track customer attributes and preferences, as well as product/basket information on the fly.

Mobile Clienteling

The PC- or Table-based Clienteling module is also replicated on the Windows Mobile platform, and is therefore available for handheld devices. This flexibility enhances the shopping experience for the customer, while allowing the retailer to increase the average sale.