CRM

In episode 456 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Alok Jain, senior director of CRM, loyalty and marketing analytics at West Marine, the nation's leading omnichannel provider in the marine aftermarket. Listen in as Jain discusses his career background in the loyalty space (1:00), an underutilized aspect of CRM (customer relationship management) data…

If you have a subscription-based business, a concept that may seem counterintuitive at first glance is strategic churn. Losing hard-won customers is something that we try to avoid at all costs. Yet, for many savvy subscription leaders, strategic churn, or the intentional loss of poor-fit subscribers who drag down overall customer satisfaction, gross margins, and…

In this video, Editor-in-Chief Joe Keenan interviews Jennifer Slegers, director of CRM at Carhartt, a heritage American brand known for the highest quality workwear, outdoor apparel, and gear. Slegers discusses Carhartt's brand growth, its work with Bluecore to better understand its customers, and customer retention challenges and how those issues were impacting the business. She…

In the multichannel world of modern retail, the voice of the customer has never been louder. Amplified by social media, customers have become an authority that no retailer can afford to underestimate. Aware of this reality, most retailers have already turned their attention to customer feedback activities. Yet only a small proportion have taken the…

In the crowded and rapidly changing world of e-commerce, understanding the importance of loyal customers is key to achieving sustainable growth and long-term success. VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. For context, these are the customers who continue to buy from you over and over…

During the five-day holiday weekend spanning from Thanksgiving to Cyber Monday last year, 200.4 million consumers shopped, setting a new record both in the number of people shopping and the amount spent — online sales rose 7.8 percent from 2022 to $38 billion. With 2024 upon us, retailers find themselves on the brink of a…

For many retail brands, the holiday season is the "Golden Quarter" and prime time to deploy strategies to maximize revenue gains. After all, Black Friday has evolved from a one-day sale to (for some retailers) a multiday event demonstrating consumer demand. This is further supported by KPMG research that saw a 5 percent year-over-year increase…

Total commerce, in its most basic definition, is the ability for a brand or retailer to be present wherever and whenever its customers are shopping. While easy to understand in theory, the reality of total commerce is increasingly complex as new channels of buying emerge, consumer attention is increasingly scattered, and digital transactions continue to…

This year,  the U.S. experienced a 14 percent decrease in customer loyalty, falling from 79 percent to 68 percent. With inflation still impacting today’s consumer, businesses must become agile and shift how they reach their customers. The voice of the customer is more important than ever. One of the biggest challenges retailers face is determining…

Fast-paced markets are always changing. As customers' economic and social needs and conditions are changing, their expectations from businesses are also changing. Thus, your business must adapt and evolve to stay relevant to the current market trends. Focusing on your CRM strategies is a smart way to navigate the ever-changing business landscape. Here are four…