Customer Retention Program (CRP) is a very important aspect for any retail chain. Customer Retention Program has become inevitable in today’s competitive retail environment. With the advent of e-commerce, internet and online shopping, customers are spending more time on internet than ever before. In such scenario, it is very essential to retain customers in your store for a longer period of time. Today, there are many CRM tools available that help a retail store and its management in getting information about customer preferences and spending habits of customers. In fact, there are many CRM tools designed specifically for retail industry to do the job for you.
CRM for Retail can be broadly divided into different types. One of them is Customer Loyalty Programs. These programs are designed to enhance customer loyalty. Many studies have been conducted and they have shown that customer loyalty is one of the most powerful drivers of growth in any organization. It is also the most crucial factor in determining the profitability of any retail venture. Hence, these programs are designed to build customer loyalty.
Customer Retention Program can include Customer Loyalty Programs, Point of Sale, Sales, Marketing and Product Development. These are the core elements of a customer retention program and all of them go hand in hand to ensure customer loyalty and growth. The focus of each customer relationship management (CRM) application is to identify, understand and develop customer loyalty.
Point of sale is very important for any retail business. Point of sale allows the customer to interact with the product. There are various CRM tools available for point of sales management to allow you to reach out to the customers more effectively. Such a program needs to include features like inventory tracking, bar coding and inventory management among others.
Customer Retention Program is a win -win situation for both the customer and retailer. If implemented effectively, it helps the customer to maintain his existing buying habit whereas retaining the customer loyalty. The goal of customer retention program is to promote new purchases by targeting new behavioral buy backs. This program also provides customers with useful information and assists retailers in identifying their best customers. It aims at reducing churning or returning customers and increasing customer loyalty.
Customer Retention Program focuses on the growth and development of the customer base, improving service and product quality and extending the reach of retailers. Customer Retention Program is a comprehensive strategy that not only develops customer loyalty but also ensures that new customers are developed. It helps improve customer satisfaction by eliminating errors, promoting new sales, developing better merchandising ideas, and increasing retail store traffic. The CRM program should have clear goals like increasing sales, increasing retail staff strength, reducing returns, increasing product variety and lowering marketing costs.
One should take care to have a good customer experience which could be achieved through an effective Customer Retention program. When choosing the right retailing company it is important to find out if they have a retail management plan that can be used as a reference for future goals. Also, it is important to choose a good retail partner that is able to understand your retailing objectives. Customer Retention Program should have goals for each department like training, merchandising, returns, and others. In addition, it should be flexible in the way you can use it.
Customer Retention program focuses on the development of a customer loyalty and the improvement of the overall business performance. This program is a win-win situation for both the retailer and the customer. The customer gets the advantage of using our products and services, and the retailer get a loyal and satisfied customer who contributes to increased sales. It is very important to implement a customer loyalty program that targets the development of a good customer experience and the improvement of overall sales performance.
