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
CHALLENGE :How can retailers make the most of the online shopping phenomenon?
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
Ecommerce SummaryKey Benefits• No information silos!• Integrated to back-office• Inventory in one place• Eliminates duplicate processes
CRM & Email MarketingIs your message getting through?
CHALLENGE 1: Multi-channel business models often lead to disparate customerdata, rendering it difficult to truly know and understand your best customers.
Solution 1: 360⁰ view of the customer1. 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.
Solution 2: Integrated Email marketing2. Integrated EmailMarketing• Integrated to CRM and Xpert• Using intelligence gathered at all channels• Effectively target the right customers with the right message
CHALLENGE 3:Marketers struggle to prove the profitability of campaigns.
CHALLENGE :How can retailers seize every sales opportunity and stop the customer from going elsewhere?
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