Google, Inc.

Retailers use variety of technologies, channels for CRM success

Customer relationship management (CRM) is the strategy a retailer uses to develop an ongoing, individual relationship with a customer to ensure satisfaction and loyalty. But the specifics of CRM can mean different things for different retailers.

Seattle – Amazon.com is heading east with its Amazon Web Services (AWS) hosted cloud computing platform – all the way to India.

AWS will launch an “infrastructure region” in India in 2016, meaning customers there will have access to locally based hosted cloud services.

For decades, buying and installing phone systems in retail stores has remained a mundane experience. Times have changed.

At the recent MIT CIO Symposium, Bryan Kirschner, director of the research/strategy organization Apigee Institute, and Jerry Wolfe, CEO and founder of food industry platform services provider Vivanda, participated in a panel discussion on consumer connectivity and engagement. Chain Store Age followed up with the two experts to ask a few more questions about engaging today’s connected customer.

How can retailers use APIs (application program interfaces) to provide a more personalized customer experience?

Seattle – Amazon.com is releasing its Echo voice-activated artificial intelligence device for general availability in July, and taking consumer orders now. Echo was made available on an invitation basis to customers who wanted to help shape the device in November 2014.

Scottsdale, Ariz. – JDA Software Group will release its next generation of cloud-based omnichannel and supply chain solutions on the public Google Cloud Platform. Through this collaboration, Google will provide a scalable and flexible technology platform via the cloud to support JDA’s future application development and delivery.   

If you’ve been following any recent mobile developments, you know that beacons aren’t just the next big thing – they’re here, right now. Ever since Apple introduced their iBeacon technology, the buzz has been getting louder, and in the last few months, more and more brands and businesses have been experimenting with them.

Today, CEOs and corporate board members of retail chains must run simply to stand still. Executives of publicly traded retailers face intensive pressure from activist investors to quickly and decisively increase shareholder value. Activists are known to secretly accumulate a significant stake in a company and without notice blind side the CEO with risky restructuring plans, force firms into unwanted mergers to removing board members and CEOs that disagree with their speculative strategy.

Fremont, Calif. - The Men's Wearhouse, Inc. has named Ben Baum as executive VP and chief digital officer, reporting to Doug Ewert, CEO. In this newly created position, Baum will lead all digital and omnichannel commerce and initiatives across digital, mobile and emerging platforms.

Baum previously served as chief digital officer of Bebe Stores Inc.; head of business development, multichannel retail, shopping at Google Inc.; and several merchandising positions at Target, including women's apparel and segmentation merchandising.

New York - ATGStores.com, an independent, wholly owned subsidiary of Lowe’s, has increased conversions by 14% with customized product videos from Treepodia. This represents a 5.5 times ROI based on the increase in sales.

ATGStores.com carries a selection of lighting, furniture, hardware, plumbing and home décor. The retailer had created its own “how-to-videos” to help customers with their own projects but wanted to create product videos on a large scale.