Customer-Centric Retailing - CRM, Loyalty and Clienteling
Part of Raymark’s Customer-Centric Retailing offering, Raymark’s Charisma is a retail-specific
CRM solution built on the Microsoft Dynamics CRM platform. It empowers retailers to leverage
customer and purchase history information collected through POS and other channels to deliver effective,
targeted messages.
It provides the power needed to capture, process, and analyze critical customer data,
allowing retailers to measure their results against overall corporate objectives. Improve customer
loyalty by engaging your customers in ways that really interest them. Charisma allows for automatic
and ad-hoc segmentation and targeting. 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 rules, as well as promotions, can also be
configured for suggestive selling both at the cash register 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.
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> Customer Profile Management
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> Customer Trend Identification and Data Mining
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> Marketing Campaign Management
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> Marketing List Creation
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> Campaign Response Tracking
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> Customer Service Management
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> Schedule Service Activities
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> Appointment Scheduling
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> Customer Activity and Communications Tracking
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> Sales Force Automation
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> Bulk E-mailing
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> Flexible Reporting
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> PC, Tablet or Mobile-based Clienteling
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> CRM Retail Add-On
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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 Loyalty management to facilitate and manage customer information and loyalty
cards. By predefining the rewards parameters, a store can award discounts based
on the number of store visits, transaction history, 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
In-store, Associate-Facing Relationship Selling
Clarience clienteling software by Retaligent, a Raymark company,
is an in-store, associate-facing relationship selling system for retailers.
It is designed to provide the knowledge of the enterprise across channels
to the hands of the associate on store floor – at the point of decision.
Cross-Platform Freedom
Clarience clienteling can be used on POS terminals, PCs, tablets, mobile devices
and offers a fully integrated consumer-facing smartphone application. This flexibility enhances
the shopping experience for the customer, while allowing the retailer to increase
the average sale.