Clienteling is a technique used by retail sales partners to forge long-term relationships with key customers based on data about their preferences, behavior, and purchases. Clienteling is intended to guide employees to provide more personalized and informed customer service that can affect customer behavior related to shopping frequency, average transaction value increase, and other key retail performance indicators. From a customer perspective, clients "can add a layer of personal touch" to the shopping experience.
Video Clienteling
Client software
While in essence, clienteling is a sales technique, it is commonly used today to describe related assisted sales software that is used to support the activities of relationships between fellow shops and their customers. Software-based clienteling is said to have the advantage of collecting data about clients in various interaction channels in a database that can be searched and searched for later use. Client software can also provide digital tools on mobile devices or fixed workstations aimed at enabling retailers to build long-term learning relationships with their customers. Although the sales history collected in a customer relationship management (CRM) platform can provide some insight into customer trends, this insight can be supplemented by data collected by colleagues working directly with customers, which can enhance a customer's profile through every face-to-face interaction. This information can then be used to further personalize future interactions. Abilities such as notes, wish lists, preferences, warnings, and purchase histories are sometimes used to allow a colleague to raise a client profile in a way that can only be done by purchase history and e-commerce activity. Clienteling can also be an effective means to sell excess inventory without using discounts by pairing products with the right consumer, using their past purchases to predict what they want to buy.
Maps Clienteling
Use in retail stores
In 2014, software-based clienteling solutions are used on the iPad for over 3,500 partners at Saks Fifth Avenue. Ralph Lauren also uses clients to invite selected buyers to special shopping events.
See also
- Customer relationship system
- Customer experience
References
Source of the article : Wikipedia
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