What Makes A Good Retail CRM?
Retailers today face challenges unlike any faced by retailers before. Competition is fierce, customer expectations are higher than ever, and online shopping means customers expect a seamless experience across channels. To meet this challenge, retailers must transform their business processes to deliver a consistent customer experience regardless of channel.
To remain competitive, retailers must improve their customer relationship management (CRM) systems. But simply buying a new CRM system won’t solve the problem. Instead, retailers need to choose a CRM solution that is designed to enhance their current business processes, provide a strong foundation for future growth, and align with their overall business strategy.
A solid CRM solution needs to be flexible enough to adapt to changing market conditions, yet structured enough to enable effective decision making. It must integrate seamlessly with existing applications, including point-of-sale (POS), enterprise resource planning (ERP), inventory management, and back-office operations. Finally, it must offer a robust reporting capability that helps retailers manage their business effectively.
To help retailers identify the right CRM solution for their specific needs, we’ve identified five key areas of focus. These include:
* Customer Relationship Management (CRM): A CRM solution should help retailers build stronger relationships with their customers through the use of data analytics, mobile capabilities, social media marketing, and more.
* Business Intelligence (BI): As retailers increasingly rely on data to drive decisions, they need BI solutions that allow them to analyze information efficiently, gain insights into trends, spot emerging issues, and anticipate future problems.
* Mobile Commerce: New technology such as smartphones and tablets combined with the rise of ecommerce mean that consumers now expect a seamless customer experience across all channels. That requires retailers to rethink their business processes around the delivery of products and services.
* Social Media Marketing (SMM): With millions of users spending countless hours every day on social media platforms like Facebook, Twitter, Instagram, and LinkedIn, retailers must embrace these channels and develop strategies to take advantage of them.
* Analytics: Consumers expect retailers to provide personalized experiences that reflect their preferences, and retailers must ensure that their sales teams understand how to leverage data to achieve better results.
What Is Retail CRM Software Retail CRM software helps retailers increase sales by managing customer information from the first interaction to the final sale.