Captivating Customers Key customer engagement strategies discussed in the document include ecommerce, CRM and email marketing, clienteling, and mobility. Ecommerce solutions discussed integrate online and in-store inventory and allow for a customized online shopping experience. CRM and email solutions provide a 360-degree view of customers and allow for targeted, relevant messaging. Clienteling solutions encourage personalized in-store customer engagement. Mobility solutions allow retailers to engage customers anywhere through mobile point-of-sale and access to customer and inventory data. The document advocates an integrated approach across these channels to drive customer engagement.

1. Captivating Customers
Cutting-edge customer engagement solutions

2. 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

3. Presentation focus
Key customer engagement strategies…
• Ecommerce
• CRM & Email Marketing
• Clienteling
• Mobility

4. Ecommerce
Are you
connected?

5. CHALLENGE :
How can retailers make the most of the
online shopping phenomenon?

6. 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

7. 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

8. Ecommerce
Summary
Key Benefits
• No information silos!
• Integrated to back-office
• Inventory in one place
• Eliminates duplicate
processes

9. CRM & Email Marketing
Is your message
getting through?

10. CHALLENGE 1:
Multi-channel business models often lead to disparate customer
data, rendering it difficult to truly know and understand your best
customers.

11. Solution 1: 360⁰ view of the customer
1. 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

12. CHALLENGE 2:
Lack of relevancy increases customer defection.

13. Solution 2: Integrated Email marketing
2. Integrated Email
Marketing
• Integrated to CRM
and Xpert
• Using intelligence
gathered at all channels
• Effectively target the
right customers with the
right message

14. CHALLENGE 3:
Marketers struggle to prove the profitability of campaigns.

15. Solution 3: Retail marketing analytics
3. Retail Marketing Analytics
•Automated ROI
measurement
•Removing manual
processes
• Multi-dimensional &
Multichannel analysis
• Scheduled reports

16. CRM & Email Marketing
Summary
Key Benefits
• Valuable customer
information
• Relevant messaging
• Accurate metrics

17. Clienteling
Building
lasting relationships

18. CHALLENGE 1:
There is a clear value in offering better customer service but how can
retailers offer superior customer service to their competitors?

19. Solution 1: Clienteling, an interactive customer experience
1. Clienteling: an
interactive customer
experience
• Engages the customer
visually & emotionally
• Encourages customer
interaction
• Highly personalized
• Improves cross-
selling/up-selling
• Offers flexibility

20. CHALLENGE 2:
Captivating customers is one thing, keeping them is another.
Loyal customers are key to business success.

21. Solution 2: Building lasting relationships
2. Building lasting relationships
• Dive deeper into customer information:
purchases, likes, preferences
• Pull rather than push
• Integrated to create loyalty programs with
tailored promotions & services
• Schedule appointments
• Conduct surveys/ diagnostic analysis

22. Clienteling
Summary
Key Benefits
• Deeper customer knowledge
• Interactive
• Builds loyalty

23. Mobility
Retail is on
the move…

24. CHALLENGE :
How can retailers seize every sales opportunity and stop
the customer from going elsewhere?

25. 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

26. Mobility
Summary
Key Benefits
• Seize every opportunity
• Flexible retailing
• Customer engagement

27. Raymark’s Customer Engagement Blueprint

28. Making customer-centric retailing a reality
Raymark www.raymark.com @RaymarkRetail