Download - 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
Confidential and for Private Circulation Only
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
Confidential and for Private Circulation Only
II CustomerConnect with Retail Pro ®
Seamless User Experience at POS within Retail Pro
Street $ 460
NRIC#
Confidential and for Private Circulation Only
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.
II CustomerConnect with Retail Pro ®
Confidential and for Private Circulation Only
Need for a Retail Customer Relationship Management (CRM) Program
II CustomerConnect
Confidential and for Private Circulation Only
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
Confidential and for Private Circulation Only
II CustomerConnect
Allows for Customer Visibility of Customer Across Retail Enterprise
Customer Visibility Across
•Multi-Channel Retail
•After Sales Service
•Head Office
•Logistics
•Marketing
Confidential and for Private Circulation Only
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
Confidential and for Private Circulation Only
1.Customer Registration
Components of II CustomerConnect
Allow New Members to be Registered at the POS
Confidential and for Private Circulation Only
1.Customer Registration
Components of II CustomerConnect
Allow New Members to be Registered at the Backend Using Paper Forms
Confidential and for Private Circulation Only
2.Rewards and Points Management
Member Status and Points
Components of II CustomerConnect
Allows for Customer Loyalty Points to be Earned and Redeemed
Confidential and for Private Circulation Only
2.Rewards and Points Management
Components of II CustomerConnect
Allows for Customer Loyalty Points Rules to be Set-Up at the Back-end
Points Rules
Set-up
Confidential and for Private Circulation Only
3.Customer Case History – Data Enrichment
Components of II CustomerConnect
Allows for Greater Details on Customer being Available at POS
Enriched Customer Info.
Confidential and for Private Circulation Only
3.Customer Case History – Data Enrichment
Components of II CustomerConnect
Allows for Values and Lifestyle Information to be Captured
Enriched Customer Info.
Confidential and for Private Circulation Only
3.Customer Case History – Transaction History
Components of II CustomerConnect
Allows for Detailed Customer Purchase History Analysis
Full Customer Transaction
History
Confidential and for Private Circulation Only
4. Customer Contact Management
Components of II CustomerConnect
Allows Setting-up Customer Contact Rules: Opt In / Opt Out
Detailed Contact Mgmt.
Set-up
SMS
Confidential and for Private Circulation Only
5.Advertising and Campaign Management
Components of II CustomerConnect
Allows Designing Email and Rules for Sending E-mailers
Email Creatives Creation
Confidential and for Private Circulation Only
6.Advertising and Campaign Analytics
Components of II CustomerConnect
Campaign Analytics: Sent / Opened / Bounced Analysis on EDM
Campaign Reporting and
Analytics
Confidential and for Private Circulation Only
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
Components of II CustomerConnect
Customer Analytics: Demographics + VALS + Purchase Behaviour + Merchandise
CUSTOMER
CAMPAIGN
LOCATION
CHANNEL
MERCHANDISE
TIME AND DATE
MULTI-DIMENSION ANALYSIS
Confidential and for Private Circulation Only
7.Self Service Portal
Components of II CustomerConnect
Allows Customers to Self Check on Points and Statements
Self-Service Portal
Confidential and for Private Circulation Only
Thank You!
Confidential and for Private Circulation Only
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