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Mobile technologies are being deployed to develop CRM solutions for the retailing industry. The article explains how mobile technologies in general and Radio Frequency Identification (RF-ID) in particular can help retail businesses to improve their interactions with their customers, automate customer interface processes and deliver personalized products and services.
Customer
satisfaction rarely guarantees customer loyalty. In
the ultra-competitive retail industry, retailers across
all segments have been looking to differentiate themselves
by finding new ways to strengthen market share. The
preparation of new sales formats, bringing about an
increased diversity of products, introducing new distribution
channels, forging industry alliances are a few initiatives
taken in building multi-channel customer-focused retailer
operations. The move to leverage on the principles
of e-business and usher in mobile business models
are the key to success, which is the effort to identify,
develop and retain their most profitable customers
and fructify corporate CRM strategies.
Developing value propositions based on the implications
of customer's wants and needs and target the right
product and service to fulfill the specific need/wantdata
mining and market intelligence give valuable inputs
to product and service design and delivery.
Gaining an insight (identifying and understanding)
into customer's wants and needsTechnology has played
an important role in this activity via online surveys,
customer profiling systems, customer information databases
and CRM front ends. |
