CRM might be the single greatest opportunity & challenge for retailers
If you ask consumers if they like CRM, most wouldn’t have a clue what you are talking about. But, if you ask customers if they like having their shopping lists follow them where ever they go, on any device, they are very likely to applaud the convenience. Throw in the convenience of previous search history, outstanding orders, as well as shipping status and today’s omnichannel customers are definitely getting hooked on retailers’ ability to make their lives easier with CRM. So, what is this magical thing called CRM? Why don’t all retailers offer CRM if consumers highly value its usefulness?
Why this is important: When products and prices become ubiquitous, consumers seek value beyond the merchandise itself. CRM is the "secret sauce" that makes things omnipresent, personalized and so easy for today's omnichannel shoppers.
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