Photo: customer relationship management

customer relationship management

Sophisticated customer relationship management places the cultivation of customer loyalty at the center of communication, service and marketing processes.

Thumbnail-Photo: Companies lose customers during online holiday promotions...
02.01.2019   #data management #customer relationship management

Companies lose customers during online holiday promotions

Bad preference management equals frustrated customers

A recent survey from PossibleNOW uncovered that as many as 36 percent of businesses are not actively collecting customer preference data. Additionally, another 31 percent aren’t sure if they’re collecting this data. Many retailers will ...

Thumbnail-Photo: Superdata PromoServer – Customer loyalty as a factor of success...
26.10.2018   #multichannel commerce #customer relationship management

Superdata PromoServer – Customer loyalty as a factor of success

All instruments for customer loyalty and sales in a single solution

Customer loyalty programs play a central role in the retail industry in order to secure the customer’s favor with increasing competition. With the expansion of the sales and communications channels, the challenge of customer loyalty has ...

Thumbnail-Photo: retail trends 3/2018
01.10.2018   #customer relationship management #shop planing

retail trends 3/2018

Topics: retail technology, content management, lighing, interior design, and many more

Have a look at our printed edition as an e-paper.Desire for real paper? We will send you the latest issue. Inquiries to: service@iXtenso.com Your iXtenso team  ...

Thumbnail-Photo: Only what the boss himself would wear makes it onto the clothes hanger...
16.04.2018   #brick and mortar retail #consulting

Only what the boss himself would wear makes it onto the clothes hanger

Visiting the Herrenbude in Köln-Ehrenfeld

Custom, authentic and exclusive – words that describe the product selection of the small fashion store called Herrenbude in Köln Ehrenfeld (a city district of the German City of Cologne). It’s a concept that is able to keep up with ...

Thumbnail-Photo: Cash is trend
03.04.2018   #digitization #customer relationship management

Cash is trend

Smart cash handling in retail

There's life in the old dog yet – despite all the prophecies of doom, digitalisation is still failing to oust physical cash. A recent study by the European Central Bank shows that cash is and remains the most prominent payment method in ...

Thumbnail-Photo: Using chat to shop online
03.04.2018   #e-commerce #customer relationship management

Using chat to shop online

The integration of payment processes in messenger

A large portion of our days is spent on social networks, forums, blogs and messaging apps. There is still a lot of untapped potential for retailers who want to position themselves and their product choices in these settings. This applies especially ...

Thumbnail-Photo: UK consumers demand better, more detailed answers from brands...
29.03.2018   #customer satisfaction #customer relationship management

UK consumers demand better, more detailed answers from brands

94 percent say personalised answers will make them more loyal – with 84 percent switching to competitors if responses disappoint, according to Eptica research

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91 percent of consumers ...

Thumbnail-Photo: Electronic pricing optimizes customer experience and employee...
29.03.2018   #customer satisfaction #customer relationship management

Electronic pricing optimizes customer experience and employee satisfaction

"The reduction of price errors is noticeable, and of course we are pleased to provide a much better customer experience." (Thomas Baeck)

In the end of 2017, Bauhaus in Tilst, Denmark, implemented electronic shelf labels on its more than 40,000 items. Since then, the electronic pricing has reduced the number of price errors significantly, increased the overall employee satisfaction on ...

Thumbnail-Photo: Unified Commerce: Mapping all processes in real time...
15.02.2018   #online trading #e-commerce

Unified Commerce: Mapping all processes in real time

Avoid "frustrating stumbling blocks in the shopper experience”

Once it was multichannel, then omnichannel and now unified commerce. With new software options, all the functions of a customer journey are supposed to be apparently invisible and run from a single source. Jean-Marc Thienpont, Managing Director POS ...

Thumbnail-Photo: Omnichannel: engbers Männermode rolls out a new concept...
15.02.2018   #customer satisfaction #customer relationship management

Omnichannel: engbers Männermode rolls out a new concept

Numerous background processes but only one payment process at the point of sale system

The men’s clothing store engbers has recently completed the test phase of a new omnichannel solution for its in-store point of sale systems. Now the rollout starts in all 320 stores throughout Germany and Austria. The implementation primarily ...

Thumbnail-Photo: What shop design can look like: The unique store of Mußler Beauty by...
29.01.2018   #customer satisfaction #consulting

What shop design can look like: The unique store of Mußler Beauty by Notino

Online/offline symbiosis: Inspired by Arabian bazaars and current trends

Mattias Mußler hired Dittel Architekten to implement his new fragrance and beauty product store concept. At Stuttgart’s Gerber shopping mall, the team created an impressive design, which optimally complements the company’s ...

Thumbnail-Photo: Amazon is not the cause but the symptom
29.01.2018   #online trading #brick and mortar retail

Amazon is not the cause but the symptom

"Retailers must finally take advantage of their opportunities and stop complaining"

Regardless of what you might think of Amazon, in 2017, the internet giant has pioneered more innovations than any other entity. Amazon Flex, Prime Now, and Amazon Fresh are just some of the projects the U.S. company created to explore new ways to ...

Thumbnail-Photo: Eye-catching labels stigmatize many healthy foods...
24.10.2017   #customer relationship management #food retail

Eye-catching labels stigmatize many healthy foods

Study finds that labels such as organic, fair-trade and cage free can impact consumer behavior

When customers walk down aisles of grocery stores, they are inundated with labels such as organic, fair-trade and cage free, just to name a few. Labels such as these may be eye-catching but are often free of any scientific basis and stigmatize many ...

Thumbnail-Photo: Music strengthens trust and reliability
19.10.2017   #customer satisfaction #customer relationship management

Music strengthens trust and reliability

Mood Media's before-and-after comparison shows the positive impact of music on the customer experience

Even branches away from the classical retail trade can have a positive effect on customers with the right music concept in their sales points. This is the result of a qualitative and quantitative study by Mood Media, the internationally leading ...

Thumbnail-Photo: Mobile payment can fail due to lack of knowledge and enthusiasm of...
15.10.2017   #mobile payment #customer relationship management

"Mobile payment can fail due to lack of knowledge and enthusiasm of checkout personnel"

Interview with Professor Ludwig Hierl of the DHBW Heilbronn

Out in the field, new technologies hinge on whether the people who use them also accept and adopt them. In this conversation with iXtenso, Professor Ludwig Hierl points out that things are still amiss when it comes to mobile and contactless payment ...

Thumbnail-Photo: Brands failing to deliver on chat customer experience...
29.09.2017   #customer satisfaction #consulting

Brands failing to deliver on chat customer experience

Only 15 percent of consumers are always happy with their chat services, an Eptica study finds

Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72 percent) of consumers say a good chat experience will make them more loyal – however ...

Thumbnail-Photo: Smart retail through use of sensor technology...
29.09.2017   #brick and mortar retail #customer relationship management

Smart retail through use of sensor technology

How brick-and-mortar retail can catch up to the informational edge of e-commerce

E-commerce has a clear advantage over brick-and-mortar retail when it comes to subjects like big data, personalization, and automation. Every time search and buying processes take place online, information about customers practically collects ...

Thumbnail-Photo: Top retail brands ranked with Personalization Index...
14.09.2017   #customer satisfaction #customer relationship management

Top retail brands ranked with Personalization Index

The Retail Personalization Index ranks brands on the quality and degree of personalization in their customer experience.

Sailthru, the leading cross-channel experience management platform for the world's top retail and media companies, today announces the debut of its first annual Retail Personalization Index, a ranking of 100 top retail brands according to how ...

Thumbnail-Photo: Carrefour Belgium brings its convenience stores in Brussels metro and...
31.08.2017   #brick and mortar retail #customer relationship management

Carrefour Belgium brings its convenience stores in Brussels metro and train stations

Offering is combining shopping practicality with customer mobility

To forge ever closer relationships with its customers, Carrefour Belgium has expanded its convenience store network with the opening of two new Carrefour Express stores. They will allow the Group to provide a tailored offering combining shopping ...

Thumbnail-Photo: Checklist: How to ensure that your staff has enough customer focus...
30.08.2017   #brick and mortar retail #customer relationship management

Checklist: How to ensure that your staff has enough customer focus

Is the customer always in focus?

Test your store’s customer focus using our checklist – and make sure your future customer meetings are top notch! ...

Thumbnail-Photo: Study shows: Value channel shoppers prefer receipt-based offers for...
16.08.2017   #retail #customer relationship management

Study shows: Value channel shoppers prefer receipt-based offers for savings

Personalized, targeted coupons printed on receipts boost sales and customer loyalty

inStream, the expert in receipt-based targeted marketing for value channel retailers, has completed its annual value channel shopper tracking study. The company interviewed shoppers nationwide at value channel retail locations as part of this study ...

Thumbnail-Photo: You are the reason why your store is not going well...
10.08.2017   #customer relationship management #services

You are the reason why your store is not going well

Are you a store owner? You might be the reason why the business isn’t attaining higher levels

As a store owner, your freedom in changing processes is greater than, say, a store manager in a large chain store. But these opportunities also bring a greater responsibility. If the store is doing well, it is likely a product of you having done a ...

Thumbnail-Photo: How to build a chatbot: iAdvize launches Bot Builder for retailers...
07.08.2017   #customer satisfaction #customer relationship management

How to build a chatbot: iAdvize launches Bot Builder for retailers

Businesses can now create their own chatbots for online customer service

iAdvize, a European leader in online customer service, has launched a chatbot builder for omnichannel and pure play retailers. The Bot Builder allows businesses to create their own branded chatbots to automate part of their customer service ...

Thumbnail-Photo: Carrefour opens hypermarket store in São Paulo...
07.08.2017   #customer relationship management #shop building

Carrefour opens hypermarket store in São Paulo

Bakery, Rotisserie and Butcher’s counters with gained glass walls, enabling to see the manufacture

Carrefour inaugurates an hypermarket store in São Paulo in the new Jardim Pamplona Shopping Center. The store has more than 5,600 square meters and an assortment of about 34,000 products, with special emphasis on own brand products and fresh ...

Thumbnail-Photo: 75 percent of British adults admit purchase decisions changed by rewards...
04.08.2017   #customer satisfaction #customer relationship management

75 percent of British adults admit purchase decisions changed by rewards

Study finds point of sale decisions can be swayed by right incentive

75 percent of British consumers admit that the right reward or incentive could shift their final purchase decision to buy from a competing brand at the point of sale. The independent study of 1,000 British adults, commissioned by 360insights, also ...

Thumbnail-Photo: Douglas: A more personal sales approach with the new Beauty Card...
04.08.2017   #customer satisfaction #customer relationship management

Douglas: A more personal sales approach with the new Beauty Card

“It’s crucial to understand our customers across all channels“ - Interview with Thomas Oberste-Schemmann, Douglas

The Douglas perfumery chain makes positive experiences with its new customer loyalty card. Thomas Oberste-Schemmann, Director of Global CRM Analytics, talks to us about the benefits for customers and the conclusions the company can draw from an ...

Thumbnail-Photo: NCR and IHL Group Research Report reveals high-growth retailers spend 69...
27.04.2017   #e-commerce #digitization

NCR and IHL Group Research Report reveals high-growth retailers spend 69 percent more on IT

Report found three key strategic areas of attention: seamless shopping experience, personalization and store transformation

Retailers who spend more on technology are more likely to enjoy high sales growth, according to a recent survey that IHL Group and NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions, today revealed. The Unified Commerce ...

Thumbnail-Photo: Always in motion: SEAT rolls out new concepts for its dealerships...
25.04.2017   #customer satisfaction #digital signage

Always in motion: SEAT rolls out new concepts for its dealerships

How the automotive industry redesigns showrooms

Car dealers respond to the ever-changing buying habits of their customers and expand new retail concepts. The ambiance of car dealerships is increasingly defined by digital technologies, premium settings, and graphic displays. This is how the ...

Thumbnail-Photo: Retail Technology: Making shopping an adventure...
07.03.2017   #customer relationship management #virtual reality

Retail Technology: Making shopping an adventure

Modern technology makes retailers’ lives more comfortable since it saves time and connects all shopping channels

For customers, it can offer an easy and interactive shopping experience. See what is possible in the Dimension Retail Technology of EuroShop 2017. ...

Thumbnail-Photo: EuroShop 2017: real-time retail operations with smart cosmos solutions...
07.03.2017   #e-commerce #brick and mortar retail

EuroShop 2017: real-time retail operations with smart cosmos solutions

smart cosmos at EuroShop 2017

smart cosmos shows how living product data connects the real world to the digital world. ...

Thumbnail-Photo: How to get shorter lines in your store
17.02.2017   #customer satisfaction #customer relationship management

How to get shorter lines in your store

Speed up the checkouts and avoid long queues

Most people want their checkout experience to be as fast as possible. While retailers know queues are inevitable, new research* shows just how much of an impact a long line can have on purchase behaviour. The researchers discovered that the length ...

Thumbnail-Photo: Organizations must pay attention to new factors driving customer loyalty...
16.02.2017   #customer satisfaction #customer relationship management

Organizations must pay attention to new factors driving customer loyalty in the digital age

Accenture Strategy unveils the new ‘languages of loyalty’ driving customer relationships in the digital age

Organizations are wasting billions of dollars each year on customer loyalty programs that don’t work like they used to, according to new research from Accenture Strategy. With millions of loyalty points sitting dormant and the majority of U.S. ...

Thumbnail-Photo: Shopfitting: Sustainability is a driving force and not the antithesis of...
13.02.2017   #sustainability #customer relationship management

Shopfitting: "Sustainability is a driving force and not the antithesis of design"

Interview with Dr. Christian Hilz, Managing Director at TREND-Store on customer loyalty resulting from sustainable actions

His genuine enthusiasm for responsible shopfitting is palpable. Dr. Christian Hilz of Trend-Store is one of those people who is wholeheartedly facing this tough challenge and willing to pass his knowledge on to others. For him, the key to ...

Thumbnail-Photo: Pure-, cross-, multi- or omni-channel retailing …...
01.02.2017   #e-commerce #customer relationship management

Pure-, cross-, multi- or omni-channel retailing …

Retailers tend to get lost in their own buzz-words and to lose sight of the most important aspect: What do customers actually want?

One of the special charms about the lagoon city of Venice is its many channels, or canals, both small and big. Innumerable bridges connect them to an open labyrinth of water, as well as traditional streets. With so many different shopping channels ...

Thumbnail-Photo: uberall launches tool to influence consumers buying decisions via social...
07.12.2016   #customer relationship management #social media

uberall launches tool to influence consumers' buying decisions via social

World's first to use Facebook's API feature

uberall announced the launch of its local social engagement tool today, Engage. The tool enables businesses to make more sales by influencing local customers’ purchasing decisions at key moments in the sales cycle, and is one of the ...

Thumbnail-Photo: Mixed results on core experience factors among supermarket shoppers...
03.11.2016   #customer satisfaction #customer relationship management

Mixed results on core experience factors among supermarket shoppers

Opportunities exist despite high overall satisfaction and strong likelihood to recommend scores

The Retail Feedback Group (RFG), a leader in providing actionable stakeholder feedback, today released the 2016 U.S. Supermarket Experience Study. The research, now in its ninth year, found that supermarkets, on a five-point scale where five is ...

Thumbnail-Photo: Retail tech startup migo IQ accommodates early demand with satellite...
02.09.2016   #customer relationship management

Retail tech startup migo IQ accommodates early demand with satellite offices in Hong Kong

Office will streamline connections and simplify relationships in Asia

Increasing client demand and investor relationships have led retail tech start-up migo IQ to open two satellite offices in order to be more available to partners in North America and Asia. The new Hong Kong office is located in the heart of the ...

Thumbnail-Photo: Conversational Commerce: Messenger Apps are the new sales channels...
31.08.2016   #customer satisfaction #customer relationship management

Conversational Commerce: Messenger Apps are the new sales channels

Addressing the customer in real-time is on the rise

Retailers want to reach their customers where they are – on the social web. In times of social media omnipresence, these are primarily messenger services. They don’t just lend themselves for customer service inquiries but also offer the ...

Thumbnail-Photo: IBM partner Social Annex readies Websphere Commerce 8 users...
10.08.2016   #customer relationship management #software applications

IBM partner Social Annex readies Websphere Commerce 8 users

Customer loyalty and advocate marketing software vendor Social Annex has just been certified for IBM Websphere Commerce 8

Customer loyalty and advocate marketing software vendor Social Annex has just been certified for IBM Websphere Commerce 8. This approval opens up the IBM e-commerce community to verified marketing solutions like Refer a Friend, Visual Commerce, User ...

Thumbnail-Photo: Many consumers aren’t saving as much money as they could...
25.05.2016   #online trading #e-commerce

Many consumers aren’t saving as much money as they could

Cash back site Splender’s survey examines the state of consumers’ online shopping methods and behaviors

The “Splender Online Shopping Behavior Survey” highlights consumers’ desire to save money while shopping online but lack of knowledge on different ways to do so, including coupons and cash back sites. The national survey ...

Thumbnail-Photo: ”Delivery is crucial in the online shopping experience“...
24.05.2016   #online trading #customer satisfaction

”Delivery is crucial in the online shopping experience“

Interview with Arjan Kerkhoff, Senior Director Key Account Management Northern & Central Europe at MetaPack

Not only are they young and like to spend money, they are also very tech savvy: the Millennial Generation. Since they grew up with the Internet, they are well informed and already had experiences with online retailers. In this iXtenso interview, ...

Thumbnail-Photo: Of live chats and artificially intelligent search engines...
10.05.2016   #online trading #customer relationship management

Of live chats and artificially intelligent search engines

Man or machine: who would you like to get advice from? That probably depends on the way you are being approached.

Whether it is via live chats with real employees or artificially intelligent search functions such as IBM’s Watson. The only thing that’s important here is to answer customer requests as fast and easily as possible. You are probably ...

Thumbnail-Photo: True omnichannel retailers understand that the customer comes first...
02.05.2016   #customer satisfaction #multichannel commerce

"True omnichannel retailers understand that the customer comes first"

Interview with Channie Mize, General Manager for Retail at Periscope, a McKinsey Solution

At the World Retail Congress 2016 in Dubai, Periscope has conducted a survey among the conference participants which found that most retailers (78 percent) are still not in a position to offer their customers a consistent brand experience across all ...

Thumbnail-Photo: Playfully increasing sales at the POS
02.05.2016   #customer satisfaction #customer relationship management

Playfully increasing sales at the POS

Gamification in brick-and-mortar stores

What types of advertising still work at the POS system today? More than ever, retailers need to ask themselves this question. After all, even if customers can still be approached by using classic advertising techniques, it’s unclear which form ...

Thumbnail-Photo: Ace Hardware loyalty program in retail grocery...
29.04.2016   #customer relationship management #loyalty cards

Ace Hardware loyalty program in retail grocery

ProLogic integrates Ace Rewards program with grocery point-of-sale (POS) systems

ProLogic Retail Services, the largest third party provider of loyalty marketing solutions to independent grocers, and Ace Hardware Corporation are jointly announcing Ace Hardware's adoption of ProLogic's technology for enabling the Ace ...

Thumbnail-Photo: Next generation of Infor CRM now available
29.04.2016   #customer relationship management #crm systems

Next generation of Infor CRM now available

Enhanced mobile features bring information directly to the user

The next generation of Infor Customer Relationship Management (CRM) will feature an intuitive user interface with Infor SoHo styling for the updated mobile application. The latest release of Infor CRM, version 8.3, delivers a more connected and ...

Thumbnail-Photo: Just how loyal are customers to retailers?
29.04.2016   #customer satisfaction #customer relationship management

Just how loyal are customers to retailers?

74 percent of consumers remain unsatisfied with at least one aspect of their shopping experience

Webloyalty has partnered with Conlumino to create our latest report, The Unfaithful Consumer. The Unfaithful Consumer report investigates consumer buying behaviours and changing shopping habits at a time of unprecedented change for ...

Thumbnail-Photo: Top challenge for marketers is knowing their customers...
08.04.2016   #customer satisfaction #customer relationship management

Top challenge for marketers is knowing their customers

April 13 Webinar will discuss findings and offer actionable insight

Experian Marketing Services has released its 2016 Digital Marketer Report. The eighth annual study reveals the challenges, priorities and other key issues impacting marketers worldwide. This year, the top challenge marketers faced also is their top priority: knowing their customers' needs, wants and attitudes.

Thumbnail-Photo: Expanding the role of the trusted advisor through cash management...
08.04.2016   #customer satisfaction #customer relationship management

Expanding the role of the trusted advisor through cash management

Cash management automation improves the customer experience at the checkout

One of the biggest challenges retailers face is the cost of handling cash. Between counting cash repeatedly, reconciling cash drawer amounts, and transporting bills and coins to the bank, a lot of time and money is spent on managing the process.

Thumbnail-Photo: Gen Z and Millennials believe brick-and-mortar stores are highly...
31.03.2016   #customer satisfaction #multichannel commerce

Gen Z and Millennials believe brick-and-mortar stores are highly important

Optimal in-store experience varies by generation: Secrets to mastering the experience

A new research study by iModerate, a progressive insights firm, reveals that most consumers consider it important for retailers to have a physical store, and the first in-store impression is a critical factor in building loyalty. It also uncovers the key factors that contribute to a stellar shopping experience for each generation.

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Institut für Handelsforschung (IfH)
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Gewerbering 5
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Schießstrasse 35
40549 Düsseldorf
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Marcel-Breuer-Str. 6
80807 München
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easycash GmbH
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40885 Ratingen
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Ackerstraße 14/15
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Dürener Str. 401 b
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46485 Wesel
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ORACLE Deutschland B.V. & Co. KG
ORACLE Deutschland B.V. & Co. KG
Salzufer 8
10587 Berlin
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Bernburger Strasse 5
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53000 Laval
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KUMAVISION AG
Oberfischbach 3
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