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Marketers are purchasing and leveraging customer relationship management tech solutions in a more fragmented manner, moving from bigger all-in-one CRM solutions to cloud-based technology that can scale to an organization's requirements.
Loyalty to retailers can be fleeting. Forty percent of customers are willing to change to another retailer for day-to-day items if new technologies offering better data security and convenience of payments are available.
Customer relationship management tech solutions can help streamline the way marketing organizations operate, but there are some possible pitfalls that can keep these systems from reaching their full potential.
It's no sale for most of RadioShack's customer data. The bankrupt retailer will not sell the information and destroy it instead. No credit or debit card numbers, social security numbers, birth dates or phone numbers will be transferred in accordance with a deal struck with a group of 38 state attorneys general.
RadioShack's intellectual property, which includes the iconic brand's name as well as its customer data, was sold at auction this week to Standard General, a hedge fund that acquired many of the stores, keeping 1,700 of them from liquidation with plans to revive the RadioShack legacy.
Mobile, self-service on websites and chat are rapidly growing as channels for retailers' customer support as frustration grows with telephone contact centers. Today's mobile-oriented, always connected customer expects better from customer service calls than many companies can deliver.
Adobe and Microsoft have teamed up to enable their mutual customers to share data. The partnership ties Adobe's Marketing Cloud to Microsoft's Dynamics CRM and is designed to eliminate "frustrating customer experiences that result when marketing, sales and customer service interactions are siloed."
It's not unusual for retailers to blame the weather when sales go south, but one of the great benefits of omnichannel is that the impact of bad weather is minimized. The storms of 2015, thus far, may have buried parts of the United States but they aren't burying retailers.