Retail CRM™
 
"98% of leading retailers try to direct online visitors into brick-and-mortar stores but can 't measure the effectiveness of their efforts. Tracking customers between channels is the chief obstacle for merchants trying to turn online traffic into store sales." - FORRESTER RESEARCH
 
The future is here. CRM Metrix has made it possible for leading retailers to now capture in-store customer experience feedback at the point of purchase and review the data from anywhere in the world through real time web based analytics reporting. This first of its kind technology allows executives to access store and/or region specific customer experience data that was never before possible.
 
RetailCRM closes the loop between the Web and a retailer's offline stores by quantifying a site's impact on the company as a whole through tracking customer actions between channels. How many customer leads for example, does the web site generate for each store in a chain? The CRM Metrix patent pending, wireless PDA survey application captures feedback at an extremely critical point - while customers are still in the store. The process is rather simple, cashiers hand customers their receipt and direct them to a small point of purchase display where they can answer a short PDA based survey on a wireless handheld application. As an incentive, the customer is given a discount on their next purchase or entered into a sweepstakes. Once the customer completes the short survey, it is then sent wirelessly via the web to a centralized real time analytics reporting platform where executives can access and interact with the information 24/7 from anywhere in the world.
 

Never before have retailers had an opportunity to track their multi-channel efforts in such a manner. Having this advanced customer intelligence will provide forward thinking retailers with the ability to bridge the ever elusive "consideration gap" (the point at which prospective customers think about making a purchase and switching channels) by meeting the needs of potential buyers. With over 54% of leading multi-channel retailers claiming that their biggest challenge in driving visitors to offline stores is tracking - Retail CRM will no doubt serve as the catalyst to the success of tomorrow's click and mortar leaders.