A journey in customer relationship management.

One of the great customer relationship challenges in retail is that your enterprise grows with your foot traffic. It can be difficult to establish a relationship with consumers when their daily engagement is ad-hoc. In that context, it’s difficult to identify specific customer tastes, trends and buying habits. On a macro level, the data from robust CRM can be invaluable in tweaking and adjusting processes and specific product offerings. On a micro-level, knowing an individual customer’s buying habits can go a long way to personalising future marketing.

Let us say that you would like to start a loyalty program, or customer relationship activation with your customers. You have 20 outlets across South Africa, and you use a standard Point of Sale system across all of them. What might that journey look like?