THE POWER OF CLIENTELING

Articles

BayBridgeDigital is a game changing software company headquartered in NYC. We are building a suite of digital applications on the Salesforce platform. Our mission is to create a world where retailers are loved by customers and employees. We connect brands technology and people to create new growth and business value faster. BayBridgeDigital is a leading provider of retailspecific cloud and mobile software, driving digital transformation for the world’s largest companies. BayBridgeDigital is an “industry cloud” pureplayer specialized on Salesforce, the world’s #1 CRM provider.

SUMMARY

1. THE POWER OF CLIENTELING 

2. MOBILE AT THE HEART OF STORE MANAGEMENT 

3. A NEW GENERATION OF CLIENTELING 

4. EXAMPLES 

 

1. THE POWER OF CLIENTELING

81% of customers will step inside a store after researching the product online 

Because they might not make a purchase immediately but continue to browse online or on their mobile device, the Sales Associate becomes pivotal in addressing and capturing the customer needs and behaviors. 

And yet, stores are under-investing in their sales associates and potentially damaging the quality of customer experience with long lines and poor service. 

In a world where Amazon and Facebook are mastering the art of customer data and personalization, retailers must step up if they want to successful reconnect with their customers. 

That’s where clienteling solutions come into play. 

 

What is Clienteling?

Clienteling is a technique used by retail sales associates to establish long-term relationships with key customers based on a 360 customer view including data about their preferences, behaviors, and purchases. 

Initially targeted towards luxury goods, but relevant for all types of retail businesses, it is a perfect tool to solve the omnichannel dilemma and revive the one-to-one relationship customers used to have with their local shop.

If well used, results are amazing: 

2. MOBILE AT THE HEART OF STORE MANAGEMENT

Clienteling apps provides considerable value besides Sales support 

Since they already capture sales data, they can easily be leveraged for internal management. With the addition of a few functionalities around sales monitoring, best practices sharing, and event planning, clienteling apps become central to store operations. 

At the same time, they are a perfect fit for mobile-obsessed customers. According to Salesforce, 90% of customers use their smartphones to compare prices or research products while shopping in a store. 

Clienteling strategy must therefore work very closely with customer’s own mobile experience. Why not have the customer’s app send an alert to the Associate’s app when entering the store? That way, the Associate knows when a valuable customer steps in. 

All of those benefits must to be taken into account when calculating the ROI of clienteling software. 

 

3. A NEW GENERATION OF CLIENTELING

Empower your sales associates thanks to the next generation of clienteling 

Despite the benefits of clienteling, and the number of available solutions in the market, few of us have experienced mobile assistance except in the likes of the Apple store or Nordsroom. Why? 

Because unless retailers are “clienteling ready”, ie possess the right underlying technology platform, there is no point in introducing the solution. Readiness involves first and foremost the ability to collect valuable and omnichannel data and make it available and actionable in real time at the point of sale. 

In addition, retailers can’t rely on the same techniques as they always have and ignore the impact and range of possibilities coming from digital transformation. Clienteling 

softwares must include new kinds of features. 

Examples include: 

Omnichannel stock availability:  The associate must be able to help customers access and purchase the product, no matter where it is. If it is not available in the store, he should be able to find if it is in stock on the web or in a nearby store and order it for the customer. 

Personalised offers: Thanks to AI powered analytics, the associate can suggest items based on predicted customer behavior and is empowered to offer targeted one-time promotions, either directly or by texting the customer who enters the store. 

Mobile payment: Customers are looking for seamless checkout. Whether through m-POS or self check out sessions, in-store technology such as clienteling must be used to process payments and enhance in-store experience.

Needless to say that no tool can be deployed without effective training and workforce redistribution. Clienteling will reshape the role of the Sales Associate and can only be as effective as it is well used by its users. 

 

The power of clienteling 

BayBridgeDigital provides the next generation of Retail Clienteling App 

BayBridgeDigital brings you the new generation of Clienteling and put the mobile device at the heart of your business, which means, in the hands of your sales associates. Along with disruptive features such as payment capabilities and predictive analytics, our Clienteling solution will rejunevate THE One-to-one relation between your sales associates and your customers. 

ABOUT BAYBRIDGEDIGITAL

BayBridgeDigital is a game changing software company headquartered in NYC. We are building a suite of digital applications on the Salesforce platform. Our mission is to create a world where retailers are loved by customers and employees. We connect brands technology and people to create new growth and business value faster. BayBridgeDigital is a leading provider of retail-specific cloud and mobile software, driving digital transformation for the world’s largest companies. BayBridgeDigital is an “industry cloud” pure-player specialized on Salesforce, the world’s #1 CRM provider

Contact :

Richard Impenge – Marketing Director

+33 7 77 86 47 44

rimpenge@baybridgedigital.com

https://baybridgedigital.com/