Leading analysts have discovered a shift from standard customer interaction based on old-fashion approaches, like discounting or TV campaigns, to direct communication.
The ball is in the customers’ court. In the age of open markets the only thing that creates value for customers is product differentiation via superior customer experience. In other words, businesses must shift from a “one-product-fits-all” to a “one-product-fits-a-person” strategy. The latter strategy must provide person-to-person communication.
Facing this new environment, companies must change the ways they work with information and build their processes. Although many retailers today perform analytics to a certain level, there is still no efficient approach to transform tremendous volumes of data into actionable knowledge.
Successful experience of retail CRM software implementation and unique knowledge of the realities of retail industry enable bpm'online to provide effective retail CRM solutions for the following goals: