Retail Sector
Building Loyalty
A journey in customer relationship management.
One of the great customer relationship challenges in retail is that your enterprise grows with your foot traffic. It can be difficult to establish a relationship with consumers when their daily engagement is ad-hoc. In that context, it’s difficult to identify specific customer tastes, trends and buying habits. On a macro level, the data from robust CRM can be invaluable in tweaking and adjusting processes and specific product offerings. On a micro-level, knowing an individual customer’s buying habits can go a long way to personalising future marketing.
Let us say that you would like to start a loyalty program, or customer relationship activation with your customers. You have 20 outlets across Tanzania, and you use a standard Point of Sale system across all of them. What might that journey look like?
Choosing the platform
Identifying how you would like your customer relationship program to take shape, whether through a loyalty program, points system, or card-based program
Selecting a provider
Selecting the system you need, based on the criteria
that are most important to your goals. The certified
specialists can integrate the system with your existing
POS software.
Change-management
Staff are prepared across multiple workstreams of the
upcoming change, including training.
Implementation
Necessary working processes (including operating
hours) are accounted for. Implementation occurs with
Marketing
An on-site, digital and ATL marketing plan has been
implemented with users getting multiple sign-up
options.
Data
As the program roles out, you can filter incoming data to
identify different areas of information for better
decision-making.
Maintenance
Software up-dates and on-site check-ins ensure that
your system continues to provide the best possible
value to you and your customers.
