CRM / Loyalty

Retail CRM provides insights from leading retailers and industry experts that help improve the customer experience at every touch point and across all channels. Some topics covered in CRM articles include customer loyalty, email marketing and promotion optimization. Subscribe to the feed and stay in touch with the latest retail happenings.

Nordstrom Implements Size Optimization To Maximize its Merchandise Selection

Looking to further refine its merchandise offerings to better meet customer demand, while also reducing overall inventory expenses, Nordstrom recently added Oracle’s Retail Size Profile Optimization application. The new solution is designed to help retailers optimize size distribution by merchandise category and by store. “We believe we can do an even better job of getting the right product out to the customers by refining our planning applications,” says Jan Walsh, VP and Business Information Officer for the fashion specialty retailer. Walsh recently shared these and other insights into Nordstrom’s strategy with peers at Oracle’s Crosstalk user conference in Orlando. “So we are investing quite heavily in our planning suite right now.”

Best Buy’s Twelpforce Rollout Launches Customer Support Into Social Stratosphere

By David Dorf, Director of Technology Strategy, Oracle RetailEditor’s Note: This article is an excerpt from one of RetailWire’s recent online discussions. Each business morning on, retail industry execs get plugged in to the latest news and issues with key insights from a "BrainTrust" panel of retail industry experts.Best Buy recently launched a new service called Twelpforce that is aimed at using store and GeekSquad staff to answer product and technology questions via Twitter. Best Buy is also supporting the effort with TV spots. So I decided to see how this works.The first thing I noticed was that most of the tweets were of the "hello out there" variety, but that may just be because the service is so new. It looked like there were tweets from both store associates as well as GeekSquad technicians. There's no rhyme or reason to the account names. Some clearly represent stores (e.g. BBY1094), GeekSquad technicians (e.g. Agent 13700), specialties (e.g. CameraJenn), and individuals (Ingandela). BestBuy doesn't seem to be limiting their creativity.

Kroger Succeeds By Keeping Track of Customers

Editor’s Note: This article is an excerpt from one of RetailWire’s recent online discussions. Each business morning on, retail industry execs get plugged in to the latest news and issues with key insights from a "BrainTrust" panel of retail industry experts.Kroger is keeping close tabs on its customers and that more than anything may explain how the grocer has managed to achieve significantly higher same-store gains than rivals Safeway and Supervalu. David Dillon, Chief Executive of Kroger, told the Los Angeles Times that the company's work with dunnhumby has given it greater insights into the shopping behavior of its customers.

PostNet Launches CRM Strategy To Help Boost Franchise Business

Realizing the need to understand and respond to customer behavior, PostNet recently initiated a customer relationship management (CRM) strategy with the ultimate goal of motivating customers to purchase more. PostNet is an international postal and business service franchise corporation with 850 locations worldwide, including 400 in the U.S.“We want to understand what other products and services would interest our customers and encourage them to shop with us more,” says Leslie Goldman, Creative Director at PostNet International. To help create and implement a CRM strategy, PostNet is partnering with Epicor Software Corporation.

Mandee Taps Social Networks To Acquire Customer Intelligence, Build Connections With Shoppers

 Social networking is staking a claim in retail as a tool for branding, community building, and gathering customer intelligence. Tapping into the growing trend, Mandee is diving in headfirst to connect with shoppers on a more personal level. The ever present question of what consumers want can leave retailers scratching their heads. Voluntary surveys and consumer profiling typically focuses only on information relevant to the shopping experience. Harvesting the power of new media tools, Mandee is leaving it up to the consumer to get personal.

CRM Author Hanks Points To 3 Key Tenets For Retailers To Win The Customer Race

 Rich Hanks never set out to be a business author, guru or academic superstar. As chairman and president of automated feedback solution provider Mindshare he simply wanted to publish a book that contained usable information for executives struggling with the practical applications of customer service and how that service hits or misses with customers.

March Sales Slump Prompts Retailers To Reevaluate Rebound Strategies

After a relatively uplifting February, it was disappointing for many to see the sales numbers for March. Retail sales decreased 0.6% seasonally adjusted from February and dropped 3.7% unadjusted over 2008, according to the National Retail Federation. “I think the March numbers were a surprise for everyone,” notes Paula Rosenblum, analyst for Retail Systems Research (RSR).

Which Retailers Are Winning In The Blogosphere? New Research Tracks Consumer Generated Buzz

 Value retailers such as Costco and BJ’s Wholesale Club with reputations for selling quality merchandise at low prices are benefitting from positive buzz in the blogosphere. The two wholesales clubs received the most favorable Consumer Generated Media (CGM) coverage across the retail industry, according to the conclusions of a recent study from CARMA International, a global media analyst firm.

Expansion Of MyMacy’s Puts Promise Of Localized Assortments To The Test

Macy’s recent announcement that they will be expanding the MyMacy’s initiative across the U.S. is shaping up as a high profile litmus test of whether offering store and merchandise assortments based on local customer needs and preferences can differentiate the department store enough to grab market share and increase sales.

New IDC Research Shows Customer Centricity Tops Retail Priorities

First the good news: 75% of retailers believe customer-centricity is a “top three success factor” for 2009 and 80% of retailers expect an increased focus on consumer centricity this year, according to IDC’s new “The State of Customer Centricity” study. The reality check from the study, however, shows a gap in retailers’ ability to “walk the walk” on customer-centricity, as IDC found the limited availability of financial and human resources still blocks 37% of customer initiatives.

Personalized Gift Card 
Platform Promises To Raise Redemption Rates

Promotional gift cards have had significant appeal to retailers looking to attract new consumers, but one of the major shortcomings about the form of plastic is that most card holders remained anonymous. This made it impossible for merchants to promote to the card holders and drive redemption rates. A new media platform successfully tested with a regional shopping mall could re-write those rules.

Sephora Glosses Up Mobile Web Offering With Debut of MobileVoice Reviews App

Mobile applications continuing to gain momentum in the retail sector as Sephora and Intuit recently debuted MobileVoice, a product review application from BazaarVoice specially designed to allow customers to access reviews at hosted mobile websites via product categories, keyword search and product pages. The new application will also provide mobile-specific analytics to retailers and suppliers.

No-Cost Incentive Program Helps Retailers Reach New Customers With “Prewards”

With zero up-front costs to advertisers, the edo Interactive Marketing Platform allows businesses to target specific consumer groups with incentives called “Prewards” that are loaded on to a facecard prepaid MasterCard. The advertisers pay only when the incentive is redeemed, so the return on investment is a built-in guarantee.
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