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Retail CRM Software


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Revel Systems logo
 
Revel is a cloud-based business platform that integrates operations and customer channels with point-of-sale (POS) functionality in a single dashboard. It is suitable for stores and restaurants of all sizes and provides users with... Read More
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Revel is a cloud-based business platform that integrates operations and customer channels with point-of-sale (POS) functionality in a single dashboard. It is suitable for stores and restaurants of all sizes and provides users with... Read More
 
NetSuite logo
 
NetSuite for Retail is a cloud-based multi-channel retail management solution for retailers that combines e-commerce, POS, and order management functionalities. The software provides a unified retail system with back office management... Read More
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NetSuite for Retail is a cloud-based multi-channel retail management solution for retailers that combines e-commerce, POS, and order management functionalities. The software provides a unified retail system with back office management... Read More
 
Lightspeed Retail logo
 
Lightspeed Retail is a cloud-based point of sale (POS) solution that is suitable for retailers in industries such as apparel, footwear, bike, jewelry, pet, sporting goods and home decor. The solution enables retailers to manage inventory... Read More
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Lightspeed Retail is a cloud-based point of sale (POS) solution that is suitable for retailers in industries such as apparel, footwear, bike, jewelry, pet, sporting goods and home decor. The solution enables retailers to manage inventory... Read More
 
Epos Now logo
 
Epos Now is a retail management system for small to mid-sized businesses. In addition to its Point of Sale module, the solution also offers integrated Inventory Management, Customer Management, and Retail Accounting, including general... Read More
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Epos Now is a retail management system for small to mid-sized businesses. In addition to its Point of Sale module, the solution also offers integrated Inventory Management, Customer Management, and Retail Accounting, including general... Read More
 
TouchBistro Restaurant POS logo
 
TouchBistro is an iPad-based point of sale (POS) solution for restaurants of all types. Specifically designed to meet the unique needs of the restaurant industry, TouchBistro comes complete with food service specific features and advanced... Read More
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TouchBistro is an iPad-based point of sale (POS) solution for restaurants of all types. Specifically designed to meet the unique needs of the restaurant industry, TouchBistro comes complete with food service specific features and advanced... Read More

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Toast POS logo
 
Built exclusively to provide a POS system for the restaurant and food service industry, Toast POS is a robust solution for all types of food service businesses, including bars, quick service, and full-service restaurants. For restaurants... Read More
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Built exclusively to provide a POS system for the restaurant and food service industry, Toast POS is a robust solution for all types of food service businesses, including bars, quick service, and full-service restaurants. For restaurants... Read More
 
AmberPOS logo
 
Pacific Amber’s AmberPOS offers a point of sale software solutions to a variety of retail specialties, ranging from small to midsized, in the United States and Canada. In addition to point of sale functionality, AmberPOS includes... Read More
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Pacific Amber’s AmberPOS offers a point of sale software solutions to a variety of retail specialties, ranging from small to midsized, in the United States and Canada. In addition to point of sale functionality, AmberPOS includes... Read More
 
Springboard Retail logo
 
Springboard Retail is a web-based retail solution designed for multi-channel and multi-store retailers. Springboard’s point of sale system is fully accessible through any modern web browser on any device. The solution is designed... Read More
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Springboard Retail is a web-based retail solution designed for multi-channel and multi-store retailers. Springboard’s point of sale system is fully accessible through any modern web browser on any device. The solution is designed... Read More
 
COMCASH Retail ERP logo
 
COMCASH ERP is a complete retail management system ideally suited for multi-channel and multi-location retailers. The software is cloud-based, allowing access to the administrative functions from anywhere on any device. The Point... Read More
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COMCASH ERP is a complete retail management system ideally suited for multi-channel and multi-location retailers. The software is cloud-based, allowing access to the administrative functions from anywhere on any device. The Point... Read More
 
AIMsi logo
 
AIMsi is an end-to-end point of sale management solution that can be used in any retail environment. With multiple integrated features, AIMsi is a complete business management suite that provides POS, accounting, inventory tracking... Read More
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AIMsi is an end-to-end point of sale management solution that can be used in any retail environment. With multiple integrated features, AIMsi is a complete business management suite that provides POS, accounting, inventory tracking... Read More

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Lavu iPad POS logo
 
Lavu is a Point of Sale solution designed for use by restaurants, bars, and nightclubs - from full-service, quick-service, and franchise restaurants, to food trucks, coffee shops, and lounges. Users can choose between bar, restaurant,... Read More
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Lavu is a Point of Sale solution designed for use by restaurants, bars, and nightclubs - from full-service, quick-service, and franchise restaurants, to food trucks, coffee shops, and lounges. Users can choose between bar, restaurant,... Read More
 
Breadcrumb POS logo
 
Breadcrumb POS by UpServe is an iPad-based point of sale (POS) system designed for restaurants and bars by service industry veterans. With this cloud-based program, servers are able to view available tables, modify menu items and split... Read More
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Breadcrumb POS by UpServe is an iPad-based point of sale (POS) system designed for restaurants and bars by service industry veterans. With this cloud-based program, servers are able to view available tables, modify menu items and split... Read More
 
Phorest Salon logo
 
Phorest is a salon management software solution designed for small and midsize businesses that features appointment bookings, point-of-sale, inventory management and reporting. The software offers cloud-based deployment and a salon-branded... Read More
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Phorest is a salon management software solution designed for small and midsize businesses that features appointment bookings, point-of-sale, inventory management and reporting. The software offers cloud-based deployment and a salon-branded... Read More
 
ORDYX Standard logo
 
ORDYX Standard from ORDYX POS is a cloud-based solution designed for bars and restaurants. The program allows users to stay connected to their business from anywhere around the world and includes the flexibility to use their own existing... Read More
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ORDYX Standard from ORDYX POS is a cloud-based solution designed for bars and restaurants. The program allows users to stay connected to their business from anywhere around the world and includes the flexibility to use their own existing... Read More
 
RetailSTAR logo
 
RetailSTAR POS Software by CAM is an on-premise POS solution for specialty retail shops such as clothing stores, shoe stores, sporting goods retailers, gift and hobby shops, and health food stores. RetailSTAR targets small to midsize... Read More
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RetailSTAR POS Software by CAM is an on-premise POS solution for specialty retail shops such as clothing stores, shoe stores, sporting goods retailers, gift and hobby shops, and health food stores. RetailSTAR targets small to midsize... Read More

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Booker logo
 
The Booker cloud-based platform was designed for service and class-based businesses who want to continue the lines of engagement with clients. It manages the processes for finding new clients, booking appointments, selling services,... Read More
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The Booker cloud-based platform was designed for service and class-based businesses who want to continue the lines of engagement with clients. It manages the processes for finding new clients, booking appointments, selling services,... Read More
 
Rapid Bev POS logo
 
Rapid Bev POS is a point-of-sale solution that can be deployed on premise or accessed through the cloud. It's designed to meet the needs of liquor stores, wineries and breweries, with features to track product attributes, ratings and... Read More
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Rapid Bev POS is a point-of-sale solution that can be deployed on premise or accessed through the cloud. It's designed to meet the needs of liquor stores, wineries and breweries, with features to track product attributes, ratings and... Read More
 
Smartwerks_USA logo
 
Smartwerks_USA is a point of sale and accounting software application. It is best suited to small and midsize specialty retailers like mattress stores, gift shops, patio stores, and jewelry stores. Key features include point of sale... Read More
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Smartwerks_USA is a point of sale and accounting software application. It is best suited to small and midsize specialty retailers like mattress stores, gift shops, patio stores, and jewelry stores. Key features include point of sale... Read More
 
The Consignment Shop logo
 
Established in 1999, The Consignment Shop by SBS Solutions was developed for small to mid-sized consignment businesses in a variety of segments such as jewelry, furniture, books, apparel and more. The system offers a suite of tools... Read More
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Established in 1999, The Consignment Shop by SBS Solutions was developed for small to mid-sized consignment businesses in a variety of segments such as jewelry, furniture, books, apparel and more. The system offers a suite of tools... Read More
 
NCR Counterpoint logo
 
The NCR Counterpoint solution includes an e-mail marketing tool, integrated e-commerce, mobile alerting, built-in gift card and customer loyalty programs and hardware specifically designed for the retail environment. The NCR Counterpoint... Read More
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The NCR Counterpoint solution includes an e-mail marketing tool, integrated e-commerce, mobile alerting, built-in gift card and customer loyalty programs and hardware specifically designed for the retail environment. The NCR Counterpoint... Read More

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Buyer's Guide

by Justin Guinn,
Market Research Associate
Last Updated: November 22, 2017


The Customer Relationship Management in retail (CRM) market as a whole is very complex, and the retail CRM market certainly is as well. Systems come in all flavors, with options designed specifically for various retail stores, sizes of companies and marketing channels. We have written this buyer’s guide to help retailers get an understanding of their options. 

Here’s what we’ll cover:

What Is Retail CRM Software?
Deployment Strategies
Benefits and Potential Issues
The Vendor Landscape
Market Trends to Understand

What Is Retail CRM Software?

“The customer is king” is a fact that can be learned very quickly when doing more business with existing customers. Savvy retailers have found that selling to existing clients is far more profitable than spending to market to new potential customers. 

Retail CRM software features enable retailers to do just that. Programs help businesses track customer activity in their store and create deeper, emotional relationships with repeat buyers. Specific features enabling this value about relationship management include:

  • Customer profiles: Collect and input contact information, birthdays, and other valuable info for relationship building.

  • Purchase history: Track frequency and spend of purchases and get snapshot of individual products being bought.

  • Contact management: Automate marketing outreach across various channels and enable personalization based on past successful outreach.

  • Loyalty program: Enroll and manage point and/or rewards for customers in loyalty program.

Putting this information to use empowers retailers to grow profits by doing more business with one of their biggest assets, their customer bases.

Customer dashboard in Springboard Retail

Customer dashboard in Springboard Retail

Deployment Strategies

Best-of-breed CRM systems such as Microsoft Dynamics CRM, Sage ACT! and Salesforce.com can be implemented as standalone systems to track customer information. However, many retailers will choose to implement CRM programs as part of an integrated suite of modules for point of sale (POS) and inventory control. The decision as to how to implement software will be based on the size of the company and the extensiveness of the buyer’s needs. 

What Type of Buyer Are You?

We have found that over 90 percent of buyers fall into one of the following categories:

Small buyers. Small retailers with fewer than five locations will find that their needs are often met sufficiently by POS software that include modules for customer information tracking. These POS systems integrate sales, inventory and customer data into one system, making it easy for small businesses to market to a smaller user base. 

Best-of-breed buyers. These buyers typically work for larger retail businesses. They have much larger customer bases than small businesses and have a lot more to gain. Their marketing needs are typically more robust due to promotions, new product offerings and the size of their customer databases. 

Multi-channel retailers. These buyers work for organizations that do extensive sales across numerous channels including websites, brick and mortar locations and special events. They are collecting customer information from a wide variety of sources, collecting analytics in retail and marketing to customers via email, phone and print campaigns. 

Benefits and Potential Issues

A strong CRM system should benefit organizations in various ways. Most retailers should expect to note the following benefits when properly using a system.

Efficiency. Good programs will help retailers automate the cumbersome tasks of assembling prospect lists, sending bulk physical mail or email campaigns and tracking campaign performance. Systems can also provide automated reminders for key dates such as birthdays, anniversaries and holidays.  

Customer retention. Keeping in regular contact with customers enables retailers to build relationships with customers and keep their repeat business. Systems can also prompt retailers to contact customers at regular intervals after sales are complete. 

Increased margins. By using systems effectively, retailers should be attuned to customers’ preferences and be able to offer more of what they want, leading to increased sales and fewer purchases of unsold items. 

Retailers should find that implementing a CRM system is fairly low-risk. Best-of-breed systems are typically priced monthly, so buyers can cancel if they are not getting a return on their investment (ROI). POS applications that include CRM in the suite typically offer inventory control and sales management functionality that retailers will require anyways. The costs of executing marketing campaigns (postage and mail supplies, bulk email software and employee time) can be hidden costs that need to be factored in when considering the total cost of a retail CRM system.

Market Trends to Understand

The primary trends impacting retail CRM purchases include the following:

Social media. This is perhaps the biggest trend impacting how retailers and consumers interact. Many CRM providers are beginning to offer integration with Facebook and Twitter, enabling retailers to reach prospects and build brand awareness. Group buying sites such as Groupon provide an additional channel to reach new buyers and market accordingly. Retailers should consider their vendor’s strategy and offering when it comes to embracing social media. 

POS and ERP vendors as CRM vendors. Best-of-breed vendors such as Salesforce.com are finding the market increasingly crowded by POS and ERP vendors offering competitive systems. Due to the complementary nature of POS for small businesses and ERP for larger businesses, many retailers are turning to them for CRM for retail solutions. 

Lead nurturing and scoring. As buyers conduct more and more research via the Web, they become empowered in the buying process. They want contact on their own terms and at their own pace. Therefore, these vendors have developed marketing automation tools to enable vendors to nurture these prospects and score them based on demographics, buying intent, decision-making timeframe, past purchases and more criteria. Automated email, mail, print and phone campaigns can be conducted based on lead scores, enabling retailers to deliver the right message to prospects at the right time. 

The Vendor Landscape

The market becomes much less cluttered when buyers approach it with their respective category in mind.

This type of buyer... Should evaluate these systems
Small buyers Retail STAR, Retail Pro, Microsoft RMS
Best-of-breed buyers Microsoft Dynamics CRM, Sage ACT, Oracle CRM
Multi-channel retailers NetSuite, Epicor, SAP, RunIt RealTime

Free Download:
How to Assess Retail Software Vendors' Viability

Free Download:
Retail Software Feature Checklist

 

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