The following benefits were achieved within the first 90 days of the project:
• After a comprehensive cultural change management and training program, 95% of the associates were consistently using the system and successfully completing their pro-active selling tasks.
• Migration of all users from manual client books to the new system in alignment with PCI directives.
• A 1000%+ increase in the number of outbound e-mails and calls to prospective customers by sales associates.
• A 9% Increase in total sales revenue by associate over a period when new customer acquisitions were down 12%.
• Number of repeat customers increased by 33%.
• A 21% increase in average spend per transaction over 3 months with customers that were “clienteled.”
... and more!
Е-урядування+бібліотеки = нові можливості громадиUnbib Mk
Впровадження електронного урядування спростить процес отримання громадянами адміністративно-соціальних послуг, сприятиме підвищенню їх якості та зменшенню строків надання. В даних методичних рекомендаціях надано визначення поняття “е-урядування” та деяких пов'язаних з ним понять, розглянуто його складові. Велика увага приділена адміністративним послугам, проблемам, що виникають у громадян України при їх одержанні, та перевагам надання в електронному вигляді. Видання містить добірку українських інтернет-ресурсів, що надають користувачам е-послуги, та висвітлюють роль бібліотек у впровадженні е-урядування.
Методичні рекомендації розраховані на бібліотекарів, методистів, викладачів та студентів бібліотечних спеціальностей.
Е-урядування+бібліотеки = нові можливості громадиUnbib Mk
Впровадження електронного урядування спростить процес отримання громадянами адміністративно-соціальних послуг, сприятиме підвищенню їх якості та зменшенню строків надання. В даних методичних рекомендаціях надано визначення поняття “е-урядування” та деяких пов'язаних з ним понять, розглянуто його складові. Велика увага приділена адміністративним послугам, проблемам, що виникають у громадян України при їх одержанні, та перевагам надання в електронному вигляді. Видання містить добірку українських інтернет-ресурсів, що надають користувачам е-послуги, та висвітлюють роль бібліотек у впровадженні е-урядування.
Методичні рекомендації розраховані на бібліотекарів, методистів, викладачів та студентів бібліотечних спеціальностей.
Віртуальна книжкова виставка «Я чекаю Миколая»estet13
Як зробити так, щоб ви відчули наближення свята, сповнилися очікуванням подарунків, святковим настроєм? Як дізнатися, хто такий Святий Миколай і чому він приносить подарунки? Саме для цього ми створили віртуальну книжкову виставку!
Перегляньте її і дива не оминуть ваш дім у день Святого Миколая...
Optimize inventory replenishment while balancing on-hand inventory throughout your network. Raymark Replenishment offers automated replenishment and facilitates on-hand stock movement and stock balancing throughout retail channels.
Customer Centricity at the Associate Level - Theo Christ Saks Fifth AvenueRaymark
Presentation given by Theo Christ from Saks Fifth Avenue at the Retailers, Listen Up! luncheon on the importance of adopting a customer-centric approach at the associate level.
Віртуальна книжкова виставка «Я чекаю Миколая»estet13
Як зробити так, щоб ви відчули наближення свята, сповнилися очікуванням подарунків, святковим настроєм? Як дізнатися, хто такий Святий Миколай і чому він приносить подарунки? Саме для цього ми створили віртуальну книжкову виставку!
Перегляньте її і дива не оминуть ваш дім у день Святого Миколая...
Optimize inventory replenishment while balancing on-hand inventory throughout your network. Raymark Replenishment offers automated replenishment and facilitates on-hand stock movement and stock balancing throughout retail channels.
Customer Centricity at the Associate Level - Theo Christ Saks Fifth AvenueRaymark
Presentation given by Theo Christ from Saks Fifth Avenue at the Retailers, Listen Up! luncheon on the importance of adopting a customer-centric approach at the associate level.
By 2020, Millennials will total more than $1.4 trillion in spending power. How can retailers ensure that they are connecting with this very important market segment? You may be surprised by some of the statistics that studies show about Millennials and their shopping habits! When it comes to loyalty and engaging with brands, Millenials have particular desires and demands, and retailers who want to sell to this demographic need to employ smart strategies to win their affection.
Award-winning Mosaic is a mobile Store Platform for Clienteling, POS, Inventory and Analytics that puts customer-centricity at your fingertips. This solution pieces together all the elements required to build the perfect in-store experience, transforming your sales associates into customer savants. It provides them with easily-accessible, in-depth customer information that makes up-selling and cross-selling easier than ever.
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IF YOU ARE A RETAILER LOOKING FOR ONE GLOBAL STORE SOLUTION, look no further. With a universal taxation system, multi-currency and multi-language capabilities, Raymark’s international retail solutions are ideal for any retailer considering global expansion. Given its international presence and network of partners, Raymark has the global rollout capabilities and service support to assure successful multi-country deployment, training and maintenance.
Tara Hunt - The Sinners and Saints of Social Retail Raymark
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How the Cloud is Revolutionizing the Retail IndustryRaymark
In this exclusive guide, you will learn about:
The top 5 advantages of cloud for retailers
The economics of cloud computing
Frequently asked questions about the cloud
The CIO's Guide to Selecting Software for Retail FranchisesRaymark
Managing retail franchise operations brings about unique challenges and opportunities from a software standpoint. Franchisees want their independence, and ability to manage their businesses according to unique local demands, while franchisors need flexible controls to ensure the health of the overall brand.
In a vertical where demand is largely determined by consumers’ disposable income, jewelry retailers are more concerned than ever about maintaining steady sales growth. Raymark empowers jewelry retailers with better ways of managing your inventory and tools to target the right customers with the right products.
So, you’re thinking of taking your retail operations mobile. That’s great!
We’re so happy that you thought of Raymark to empower your associates with the best mobile platform for retail stores.
With Raymark Mosaic, you can provide your store managers and sales associates with a single platform including POS, award-winning clienteling, a complete inventory management solution and retail analytics.
Read on to learn about the most common questions people have when evaluating mobile store solutions.
Cloud is a new buzzword. It is mentioned as one of the top 5 technology trends to watch in the next 4-5 years by a report from Gartner. Cloud computing is a delivery model of computing services over the internet. It enables real time development, deployment and delivery of a broad range of products, services and solutions. The cloud environment offers an entirely new model for enterprise computing because it provides a pricing model of “pay as you go” fee-based services as an alternative to the traditional fixed-cost infrastructure.
Guide | How Jewelry Retailers can Connect with Millennial ShoppersRaymark
The largest generation in history is about to move into its prime spending years. Millennials are going to reshape the jewelry industry; their unique experiences will change consumer behavior, forcing jewelry retailers to examine how they do business for decades to come.
In this exclusive guide, you will learn about:
• Who are the Millennials? And what do they really want?
• Millennial views on luxury
• The impact of social media
• Software tools to reach Millennials
The CIO's Guide to Selecting Software for International Retail by RaymarkRaymark
With international borders increasingly blurred as e-commerce and mobile commerce become part of consumers’ everyday lives, more and more retailers are looking to expand their brick-and-mortar operations into new global markets. Be it by mergers and acquisitions, partnerships, franchises or strategic entry, penetrating new countries and continents can be a risky endeavor with potential for great rewards.
New markets present new opportunities and new challenges. When local economic conditions are unfavorable to retail growth, retailers need to expand their horizons to new markets. Local markets become saturated with competition, so to avoid plateauing and continue growing, entering new global markets eventually becomes a consideration for many successful retailers.
In order to quickly penetrate new markets, some retailers adopt local retail software that works in some markets and not others, resulting in a jumble of disparate solutions that can be difficult to manage and that don’t offer centralized visibility of critical retail data.
Award-winning Mosaic Clienteling puts customer-centric retailing at your fingertips. Mosaic Clienteling is an in-store, associate-facing relationship selling system for retailers. It is designed to provide knowledge of the enterprise across channels to associates on store floor: at the point of decision.
This presentation provides an in-depth look at why people, rather than product, should be driving your retail enterprise. It focuses on why traditional, product-oriented retailing with ERP at its core is not aligned with a customer-centric approach, and offers insight on how powering your business with CRM will transform it into a true people-driven organization.
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
Marketing and CRM are shifting from classic campaign management to an engagement-focused initiative, making it a multi-touchpoint and cross-functional challenge. Learn how to become super-efficient and generate engagement uplifts north of 100% with Nexus' Managing Director Nils Weber.
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
Renew OnDemand™ is the industry's only cloud application built specifically to maximize recurring revenue. This application arms sales teams, executives, and channel partners with a complete system to renew customer contracts and subscriptions. Watch the demo to learn how Renew OnDemand can help you retain more customers and increase your recurring revenue.
The Future of CRM: Aligning Sales and Support Around the Customer JourneyTeckstco
CRM/Analytics thought leader Ryan McGuire looks at the future of CRM as one where the customer journey is aligned from sales to support, and how your organization can take steps toward making this transformation. Enterprise two-way messaging platform provider Teckst discusses enterprise use cases and learnings from past implementations.
Catalyft B2B Services Experience Case 2019Tom Atwood
Opening Up Sales Team agility by building up the business development infrastructure, redesigning a cascading operational data hierarchy, structuring leaner sales processes, and setting up a hybrid remote workforce
Raymark | Guide: Loyalty and the Luxury ConsumerRaymark
The needs, desires and priorities of affluent customers are shifting. No longer limited to “ladies who lunch”, today’s consumers of luxury goods are a diverse mix including
demanding millennials, busy businesspeople and conservative, mature shoppers. These individuals are highly marketed-to and they have plenty of choices. Their time is of utmost value to them. Today’s consumers, especially the younger generation, value experiences over material goods: 72% of millennials would rather spend their money on experiences than on products. (JWT Worldwide)
For more information, visit www.raymark.com.
Omni Channel Best Practices Guide by RaymarkRaymark
Omni-channel retail is getting a lot of buzz these days. For good reason: consumers are shopping in new ways, and they expect to relate with brands on their own terms, whenever, wherever and however they desire. Faced with a world of options at their fingertips, gaining consumer loyalty can be an uphill battle. In this guide, Raymark explores the best practices retailers must consider when implementing omni-channel point of sale, clienteling and other retail systems.
For more information, visit www.raymark.com.
Guide: Omni-Channel Order Management by RaymarkRaymark
The retail industry is undergoing a phenomenal transformation. Technological advances and changes in the traditional shopping journey have retailers scrambling to keep up with the newest trends.
Today’s complex consumers are more knowledgeable, connected, empowered and mobile. The internet and social networks provide easy access to product and price information, as well as reviews. Capabilities such as being able to shop on mobile devices empower consumers to interact with a brand and consume content when and where they want.
The consumer’s shopping journey is now dynamic. Consumers’ are constantly evaluating their options and interacting with retailers across channels. The modern consumer researches online before making purchases in store, researches for products and alternatives on their mobile device while shopping in a store and even makes purchases online but visits a brick-and-mortar store to collect them. The shopping journey is an ongoing cycle because the digital touch points that consumers interact with are always on and accessible.
In this guide, we discuss how the success of a retail omni-channel strategy is dependent on three main technology pillars: e-commerce platform, order management system (OMS) and POS.
For more information, visit www.raymark.com.
Raymark Purchasing provides complete purchasing control to generate and track orders from vendor quoting, order processing, and master allocations through to receiving, inspection, vendor payment to final distribution. Raymark Distribution Center allows users to unload, receive merchandise, place in inventory, and then pick and pack from multiple bins for store distribution. Raymark Distribution Center is an easy-to-use system that also manages cross-dock and pack management as a complement to Raymark Purchasing.
Product selection and availability have a high impact on retail sales. Developed to bridge the gap between financial planning and order processing, Raymark Assortment Planning allows merchandise from the merchandise financial plan in Raymark’s Planning module to be selected for assortment before purchase orders are created and approved in the Global Ordering Purchasing module.
Raymark Affinity Merchandising is a retail ERP solution that provides powerful, integrated, out-of-the-box capabilities for omni-channel product and inventory management, purchasing, store management, supply chain management, customer loyalty management and much more.
Raymark Affinity Reporting and Analytics empowers retailers with the critical omni-channel data needed to make timely and fact-based strategic decisions and the freedom to view reports and dashboards from any web-enabled tablet or PC.
Raymark Xpert Merchandising is a retail head office solution that provides powerful, integrated, out-of-the-box capabilities for omni-channel product and inventory management, purchasing, store management, supply chain management, customer loyalty management and much more. Xpert Merchandising is flexible and adaptable to meet the needs of local and international omni-channel retailers looking to implement best practices in modern retailing.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
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Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
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2. 01 | The Power of Clienteling Case Study
Company Profile
In order to maintain our obligation of confidentiality, the compa-
ny herein described is an amalgamation of several of Raymark’s
department and specialty store customers. Our representative
company is:
• Internationally renowned retail department store or specialty
store specializing in an array of fashion, lifestyle and home fur-
nishing categories.
• Annual Revenues: $1.5 Billion
• Estimated IT budget for 2008: $50 Million
• Estimated Number of Associates: 12,000
Business Situation
The retailer identified increased competitive pressure from tradi-
tional and online channels and was charged with finding ways to
increase associate productivity and improve overall comparative
store sales.
The retailer stated that some associates were pursuing manual
paper-based clienteling activities but thus far, management had
not instituted any enterprise-wide customer communication and
service improvement program.
There was a shared desire on the part of many store manag-
ers to find better ways to monitor their associates’ activities and
identify coaching opportunities to improve in-store selling skills.
Those associates that kept manual client books and who were
doing a good job maintaining customer relationships were often
the store’s best performers. While store operations appreciated
that superstar associates were increasing outreach and improv-
ing customer service, those responsible for managing risk and
PCI compliance were very concerned that customer account
numbers and personal information could easily be lost or stolen.
The retailer had an extensive legacy data warehouse but ex-
pressed a lack of knowledge as to why their best customers pur-
chased from the brand and how to increase store visit frequency.
Customer preference information was unavailable at POS, and
what was known was locked away in the memory of associates.
Once an associate left, that information was lost forever. The CIO
stated that while they had significant amounts of core customer
information and detailed transaction history, they did not have an
effective means to make that information actionable to store-
level associates.
The marketing team had recently completed a next generation
e-commerce site and loyalty program, but was now recognizing
the importance of synchronizing customer offers and messaging
across all channels.
In an effort to reduce costs, associate head count had been
reduced and merchants had recently reduced inventory levels in
poorer performing stores. This was causing many customers to
leave the stores dissatisfied, having not found what they came in
to purchase.
The senior management team felt that all of these problems
could be addressed by identifying and instituting an array of
retail “best practices” in their stores. To support this initiative,
the retailer implemented a mobile and POS-based Clienteling
and Assisted Selling system to provide their sales associates and
managers with necessary store-level tools.
Clienteling Case Study
The Power of Clienteling
Copyright 2014 Raymark Xpert Business Systems, Inc. All rights reserved.
$1.5 Billion
Annual Revenues
$50
Million
IT Budget
12,000
Associates
3. 02 | The Power of Clienteling Case Study
Technical Situation
The retailer’s IT department had 90% of their resources assigned
to managing a patchwork of legacy POS, merchandising, ERP,
supply chain and data warehouse systems. All stores were run-
ning a 7 year old Windows-based POS hardware and software
system, which had recently been enabled with web access to the
e-commerce site. Most stores had manager workstation PCs for
reporting and basic business communication purposes. All newer
stores had wireless 802.11x infrastructure, but only represented
approximately 20% of the total store count. The company was
also evaluating the implementation of an Enterprise Application
Integration solution for future planned systems.
Corporate management initially approached IT to assess the
feasibility of building clienteling functionality into their exist-
ing POS system. The CIO engaged a small team to evaluate the
requirements but soon abandoned the project because of the
technical complexity of building and integrating the required ap-
plication. Technical resources were already strained as staff had
recently been reduced in a cost cutting move. Furthermore, the
user group did not have the requisite expertise to articulate their
requirements and guide the design of a best-in-class solution.
A joint team of executive and store management, marketing,
operations and IT selected Raymark to provide their Clienteling
solution.
Solution
Raymark initially worked with the retailer on a consulting engage-
ment. A team of two consultants interviewed top and average
performing associates and conducted a retail best practices ses-
sion with these two groups of users. Raymark’s technical project
lead concurrently performed an audit of existing systems and
logical integration points. Subsequent sessions included review
of sales strengths and weaknesses, target benefits and key per-
formance indicators, a departmental system configuration and
an integration planning exercise, and finally a review of change
management practices with the retailers training team.
After approximately 45 days of planning, setup, configuration, im-
plementation and integration testing, the retailer launched Phase
1 of their Clienteling initiative with all of the features included in
Raymark’s out-of-the box solutions. The system was initially made
available to a group that represented approximately 15% of the
total user base. After approximately 90 days of monitoring and
management and subsequent refinements to training, the re-
tailer saw significant business benefit. They began rolling the web
solution to all of their remaining stores over a six month period
and announced plans to provide wireless access in all stores to
support the mobile form factor.
Copyright 2014 Raymark Xpert Business Systems, Inc. All rights reserved.
4. 03 | The Power of Clienteling Case Study
Copyright 2014 Raymark Xpert Business Systems, Inc. All rights reserved.
Benefits
The following benefits were achieved within the first 90 days
of the project:
• After a comprehensive cultural change management and
training program, 95% of the associates were consistently
using the system and successfully completing their pro-active
selling tasks.
• Migration of all users from manual client books to the new
system in alignment with PCI directives.
• A 1000%+ increase in the number of outbound e-mails and
calls to prospective customers by sales associates.
• A 9% increase in total sales revenue by associate over a
period when new customer acquisitions were down 12%.
• Number of repeat customers increased by 33%.
• A 21% increase in average spend per transaction over 3
months with customers that were “clienteled.”
• Re-activation of clients increased by 15%.
• A 6% increase in total traffic directly attributable to
associate outbound communication.
• An 8% increase in margin.
• Individual conversion rates of up to 90% with
associate-driven e-mail product recommendations.
• A double-digit increase in conversion due to inventory
visibility and recommendation tools.
• Exit surveys indicated dramatically improved customer
satisfaction.
• In addition to key corporate metrics, store management
was provided with performance report cards and saw posi-
tive impact on tracked items such as :
Appointment Sales – tracking sales related to appoint-
ments
Repeat Client Sales – tracking dollars and quantity of
repeat clients
E-mail Collected
Registration Rate - capturing new customer information
at POS
Task Completion Rate
Intersell in all Departments – Day, WTD, MTD, STD, YTD
Productivity – SPH, WTD, MTD, STD, YTD
Store Events – % to goal
Client Development of Top 100
95%
ADOPTION
RATE
95% of the associates were
consistently using the system
and successfully completing
their proactive selling tasks.
33%
INCREASE IN
REPEAT VISITS
The number of repeat
customers increased by 33%.
6%
INCREASE IN TOTAL
TRAFFIC
A 6% increase in total traffic
was directly attributable to
associate outbound
communication.
Notice:
The information contained in this business case was derived from various real-world projects but are for illustrative purposes only. Actual results for
any specific project are based on many factors and your resulting metrics may vary (+/-). The information contained in this business case was originally
collected from customers of Retaligent, a Raymark company, prior to Raymark’s acquisition.
5. Raymark
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Montréal, Québec
Canada H4P 1A5
T: 1-800-346-7296
F: 1-514-737-0014
E: info@raymark.com
W: www.raymark.com
For 25 years, Raymark has been empowering retail with leading-edge
enterprise software solutions that help the world’s most prestigious
international retailers optimize stock turns, build customer loyalty, and
increase sales. Raymark develops and markets the ultimate suite of flex-
ible and interconnected applications deployed in a centralized environ-
ment and offers professional turnkey solutions including implementa-
tion, training and customer support. www.raymark.com