Customer Connect

© Integrated Retail Management Consulting

II CustomerConnectCustomer Relationship Management

(CRM)

Program

for

Retail Pro® Ver 8 and Ver 9

Confidential and for Private Circulation Only

Customer Connect is an add-on Customer Relationship Management (CRM) program built to run seamlessly with Retail Pro

The Customer Connect CRM program has been built by Integrated Retail, to fulfill the following needs of a retailer:

-Allow for a Robust Customer Loyalty Points Program (CLP) - Allowing for flexible and user-defined points accrual and redemption to run with Retail Pro sales at POS

-Enable Real-Time Points and Customer Transaction Updation across all Stores- This functionality overcomes the current challenge of polling based data updation of core Retail Pro

-Allow for Customer Reach Out and Communication - Seamlessly, use customer database from Retail Pro to affect multi-modal customer campaigns

-Run Customer Analytics on Campaigns- Campaign effectiveness in terms of reach, bounce, open rates etc.

-Enrich Customer Data- Maintain customer case history and feedback history by overcoming the

field limitations on Retail Pro forms

II CustomerConnect

Customer Connect, program is a product owned by Integrated Retail.

Retail Pro International are the owners of the core Retail Pro software. Retail Pro ® is a registered trademark of Retail Pro International


Functions

•Point of Sale•Inventory Management•Item Catalogues•Purchase Management•Markdowns•Promotions•Basic Customer Database

Retail Pro System

Functions

•Maintain All Case Records•Customer Loyalty Points •Real-Time Points Updation•Customer Reach Out•Customer Analytics •Campaign Analytics•Enrich Customer Data

SeamlessUser

Experience

II CustomerConnect with Retail Pro ®

II CustomerConnect



Seamless User Experience at POS within Retail Pro

Street $ 460

NRIC#


The Customers can be Identifiedat the Store Using:

• Private Label Loyalty Card Specific to the Retailer

•A Customer’s Id. IC Number Passport Number Cell Phone Number

•A Generic Loyalty Card Number for Programs like Airmiles / Nectar etc.



Need for a Retail Customer Relationship Management (CRM) Program

II CustomerConnect


The key objectives for running a customer relationship management program for a retailer are:

-Increase Loyalty- Encourage customers to stay loyal to the retailer and prevent them from defecting to other retailers

-Mine Purchase Behaviour- Establish what customer groups buy and customize offering in terms of merchandise promotions

-Analyze Customer Transactions- Establish RFM (Recency, Frequency and Monetary Value) of customer’s purchases

-Maintain Communication- Maintain continuous communication with the customers

-Establish Listening Posts- Actively seek customer feedback- Establish feedback capture mechanism for listening to the customer

Why Should a CRM Program be Run by a Retailer?

II CustomerConnect


II CustomerConnect

Allows for Customer Visibility of Customer Across Retail Enterprise

Customer Visibility Across

•Multi-Channel Retail

•After Sales Service

•Head Office

•Logistics

•Marketing


The key components of a II CustomerConnect system are:

1.Customer Registration

2.Rewards and Points Management

3.Customer Case History Management

4.Customer Contact Management

5.Advertising and Campaign Management

6.Customer and Campaign Analytics

7.Self Service Portal

Components of II CustomerConnect




Allow New Members to be Registered at the POS




Allow New Members to be Registered at the Backend Using Paper Forms



Member Status and Points


Allows for Customer Loyalty Points to be Earned and Redeemed




Allows for Customer Loyalty Points Rules to be Set-Up at the Back-end

Points Rules

Set-up


3.Customer Case History – Data Enrichment


Allows for Greater Details on Customer being Available at POS

Enriched Customer Info.


3.Customer Case History – Data Enrichment


Allows for Values and Lifestyle Information to be Captured

Enriched Customer Info.


3.Customer Case History – Transaction History


Allows for Detailed Customer Purchase History Analysis

Full Customer Transaction

History


4. Customer Contact Management


Allows Setting-up Customer Contact Rules: Opt In / Opt Out

Detailed Contact Mgmt.

Set-up

SMS


5.Advertising and Campaign Management


Allows Designing Email and Rules for Sending E-mailers

Email Creatives Creation


6.Advertising and Campaign Analytics


Campaign Analytics: Sent / Opened / Bounced Analysis on EDM

Campaign Reporting and

Analytics


6.Customer and Purchase Behavior Analysis

In II CustomerConnect all data including transactions and Values and Lifestyles (VALS) enrichment on customer master data are in SQL database. This allows for analysis on:

•Multiple Dimensions: Purchase + Demographics + Lifestyle interests + Merchandise type + Location/ time of purchase

The Campaigns are separately stored in II CustomerConnect , analysis on campaign:

•Analysis on campaign effectiveness in terms of Pre / during and post promotion lift can be done


Customer Analytics: Demographics + VALS + Purchase Behaviour + Merchandise

CUSTOMER

CAMPAIGN

LOCATION

CHANNEL

MERCHANDISE

TIME AND DATE

MULTI-DIMENSION ANALYSIS


7.Self Service Portal


Allows Customers to Self Check on Points and Statements

Self-Service Portal


Thank You!


Contact

Bikash Kumar

Bangalore . New Delhi . Mumbai . Hyderabad . Manila. Singapore. Dubai . Bangkok

Integrated Retail Management Consulting Pte. Ltd.141 Cecil Street,#05-00 Tung Ann Association Building,Singapore – 069541.

Tel: +65-62220056 FAX: +65-62220057Mobile: +65-81808504Skype: bikashkumar

Email: [email protected]

Web site: www.integratedretail.com.sg

Customer Connect

Documents

Transcript of Customer Connect