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Retail Customer Relationship Management


Customer relationship management [CRM] is extremely important function, for managing a company’s interactions with current and future retail customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Any good CRM solution’s goal is to track, record, store in databases and then data mine the information in such a way that increases customer relations. The CRM codifies the interactions between you and your customers, so that you maximize sales and profits using analytics, key performance indicators [KPIs]. This gives the users as much information on, where to focus your marketing, customer service so as to maximize revenue, decrease idle and unproductive contacts with your customers. The contact channels use such operational methods as contact centres.

CRM Software may be installed in the contact centers, and help direct customers to the right agent or self-empowered knowledge. This Software can also be used to identify and reward loyal customers over a period of time.

IrisLogic has designed, developed, and implemented end to end CRM software that includes the following characteristics:

  • Relationship management is a customer-oriented feature with service response based on customer input. The system provides direct on line communications with customers and service centers that helps immediate resolution to customers’ inquiry and questions.
  • Salesforce automation: This is a multi-pronged function, tracking client’s account history of repeated/ future sales, implement sales promotion analysis, coordination of sales, marketing, call centers, retail outlets, so as to provide smooth salesforce automation.
  • Use of technology: This feature employs data ware housing technology to aggregate transaction information with CRM solutions as well as KPI [Key Performance Indicators]. It results into producing up-to-the-second customer data available, as the most desirable information for any business.
  • Opportunity management: This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.

Selecting a CRM program means finding the software that fits the company needs. CRM software comes with many features and tools, and despite the fact that many of CRM products offer similar feature sets; there are some unique tools in each one. Programs can be divided into categories by the following criteria: Features mean how well it integrates with other applications (ex. Outlook, Gmail, iCall etc.), and how accessible information is.

It covers everything from calendar alerts and to-do lists to mobile access and synchronization capabilities. Contact information ranking outlines the programs ability to store specific information for each contact. Business world is fast-paced, so managers need to be able to access customers information quickly. Sales and marketing tools designed to help and maintain current clients and gain new ones. Important that this tools help find campaigns with positive ROI and those that are not performed. Ease of use is about app design. Programs are checked on clean, quick navigation and easy-to-locate of the most important items. Help and support is about what support CRM software manufacturer provides for their product.

The CRM Software companies specially cloud based CRM software vendors is growing very fast. IrisLogic can work with you to build a ‘right’ CRM strategy for you and your organization. We can give recommendations and possibly help you customize and support per your needs. The common retail CRM that we work with, but not limited to, are:

  • Salesforce.com
  • Microsoft CRM
  • Oracle
  • Amdocs
  • SageCRM
  • SugarCRM
  • Vtiger CRM
  • OmegaCube CRM
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