captivating customers with integrated retail it solutions

Captivating CustomersCutting-edge customer engagement solutions

Customer engagement

“When asked how companies can encourage them to spend more, 61% of customers said accessible information, 66% said improved customer service and 23% said a tailored experience.”**Harris Interactive, Customer experience Impact Report 2010

Presentation focus

Key customer engagement strategies…

• Ecommerce• CRM & Email Marketing• Clienteling• Mobility

Are you connected?

Ecommerce

CHALLENGE :How can retailers make the most of the

online shopping phenomenon?

“84% of global

internet users shop online.”

Source: Nielsen Online, 2011

Solution 1 : Supply chain integration

1. Integrated system

• Full integration to the enterprise• Real-time accurate view of inventory info • Global capabilities, one online storefront• Security functions

Solution 2 : High quality user experience

2. High quality user experience

• Customized design•Save customer product look- up, wish lists, history & delivery tracking• Customers can review and rate• Send targeted emails, newsletters & coupons• Accept credit cards in real-time

EcommerceSummary

Key Benefits

• No information silos!• Integrated to back-office• Inventory in one place• Eliminates duplicate processes

CRM & Email Marketing

Is your message getting through?

CHALLENGE 1: Multi-channel business models often lead to disparate customer data, rendering it difficult to truly know and

understand your best customers.

“Patronage by loyal customers yields 65 % of a typical business' volume.”

American Management Association

Solution 1: 360⁰ view of the customer

1. 360⁰ view of the customer

• Convergence of multichannel customer data• Better know the customer• Ad hoc queries • Act on these insights to personalize the sales experience• Automated customer segmentation

CHALLENGE 2: Lack of relevancy increases customer defection.

“63% of consumers

have or are considering

abandoning a brand

altogether because of

irrelevant email and

junk mail.” CMO Council Study, 2009

2. Integrated Email Marketing • Integrated to CRM and Xpert• Using intelligence gathered at all channels• Effectively target the right customers with the right message

Solution 2: Integrated Email marketing

“43% of respondents stated that problems with

data availability or integrity were major barriers to implementing

marketing ROI programs.”

The Conference Board, 2009

CHALLENGE 3: Marketers struggle to prove the profitability of campaigns.

Solution 3: Retail marketing analytics

3. Retail Marketing Analytics•Automated ROI measurement•Removing manual processes• Multi-dimensional & Multichannel analysis• Scheduled reports

CRM & Email Marketing Summary

Key Benefits

• Valuable customer information• Relevant messaging• Accurate metrics

Building lasting relationships

Clienteling

CHALLENGE 1:There is a clear value in offering better customer service but how can retailers offer superior customer service to

their competitors?

“74% of customers would

be prepared to pay more

for a product if it came

with better service.”

Source: Retail Eyes Report

Solution 1: Clienteling, an interactive customer experience

1. Clienteling: an interactive customer experience

• Engages the customer visually & emotionally• Encourages customer interaction• Highly personalized• Improves cross- selling/up-selling• Offers flexibility

CHALLENGE 2: Captivating customers is one thing, keeping them is

another. Loyal customers are key to business success.

“customer retention costs five

times less than new customer attraction.”

Source: Emmett C. Murphy

and Mark A. Murphy,

Leading on the Edge of Chaos, 2002

Solution 2: Building lasting relationships

2. Building lasting relationships• Dive deeper into customer

information: purchases, likes, preferences

• Pull rather than push• Integrated to create loyalty programs

with tailored promotions & services

• Schedule appointments• Conduct surveys/ diagnostic analysis

ClientelingSummary

Key Benefits

• Deeper customer knowledge• Interactive• Builds loyalty

Mobility

Retail is on the move…

CHALLENGE :How can retailers seize every sales opportunity and stop

the customer from going elsewhere?

“51% of shoppers refuse to even

enter a store if they spy a line-up.”Source: Barclaycard

Solution : Seize the moment with flexible retailing

Seize the moment with flexible retailing • Line-busting mobile POS• Customer data capture & VIP• On the spot product & inventory look-up• Real-time integration to the enterprise

MobilitySummary

Key Benefits

• Seize every opportunity• Flexible retailing• Customer engagement

Raymark’s Customer Engagement Blueprint

@RaymarkRetailwww.raymark.comRaymark

Making customer-centric retailing a reality