How are Retailers Adapting
to the New Customer Journey?
Retailers need to blend the physical and digital worlds to maintain customer loyalty.
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Unified Commerce/Customer Experience
BRP helped this retailer underdstand and optimize their customer Journey
Retail CRM Experts
Implement a Strategy for CRM
We help you create a customer relationship management (CRM) program to identify and retain customers and capitalize on brand relationships
In today’s changing retail landscape, CRM and loyalty programs play an important role in driving business. Customers not only expect exceptional customer service, but also to be recognized for loyalty to the brand. This requires the retailer to recognize the customer as soon as they enter the store or website and offer a seamless experience throughout every interaction with the brand. If your customer’s expectations are met, it leads to a larger share of wallet and continued brand loyalty. Your business needs the right tools, but deciding which systems and processes are right for you, and which are just window dressing, is an overwhelming task.
BRP helps you not only create and implement a strategy for CRM and loyalty, but also choose the technology that is right for your business and successfully implement the solution and new processes.
Identifying Your Customers
Define your CRM strategy to align with your business goals
A successful CRM program starts by identifying your customers, segmenting them into targetable groups and then targeting them with messages that matter to them.
Even with your CRM philosophy defined and objectives established, there’s lots of work to be done to build and deploy an effective CRM program. We help you design a winning strategy to understand your customers and develop profitable relationships that lead to customer advocacy, repeat business and an increased average ticket size.
With a proper customer relationship strategy in place, your business can deliver the shopping experience your customers expect.
Selecting the Right CRM for Your Business
Select the best CRM application to meet your customer and business needs
There are many CRM options to choose from and matching the right technologies with your business requires the correct due diligence, an understanding of your distinguishing requirements and knowledge of leading CRM technologies and capabilities.
Our expert advice enables you to select the ideal real-time CRM technologies that integrate in-store and online customer relationships. We help you evaluate CRM solutions on how well they meet your criteria, including, but not limited to:
- Is it designed for the unique needs of your segment of retail?
- How easy is it to use and train employees?
- How customizable is the software?
- Does it include all, or most, of the features you require?
- How easy is it to integrate with other solutions?
- How to migrate to a new loyalty program structure?
- What is the total cost of the software including any setup or additional fees?
- What type of security features does it have to protect your business and customer data?
Implementing Your CRM System
Successfully implement essential CRM technologies
When implementing your CRM technology, we help define business process flows, manage vendors and direct the project to a timeline and budget. We work with your team throughout the planning, design and development, testing and final implementation to ensure a seamless and successful outcome.
Your CRM program is an integral part of your business success. Our experts are there for you throughout the entire process of your CRM strategy, selection and implementation process to help you understand the best way to achieve a 360-degree view of your customer in real-time, how to segment customers and develop campaigns to generate interest and activity, and how to determine the right loyalty program reward structure for your customers.
ABOUT BRP CONSULTING
We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.