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.

> Customer Profile Management > Customer Trend Identification and Data Mining
> Marketing Campaign Management > Marketing List Creation
> Campaign Response Tracking > Customer Service Management
> Schedule Service Activities > Appointment Scheduling
> Customer Activity and Communications Tracking > Sales Force Automation
> Bulk E-mailing > Flexible Reporting
> PC, Tablet or Mobile-based Clienteling > CRM Retail Add-On

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.