Retail CRM Vendor Landscape and Capabilities

ID Number: G00168202

25 June 2009

Gale Daikoku Hung LeHong

A proliferation of customer touchpoints is forcing retailers to evaluate their investments in legacy CRM processes at both a brand and an enterprise level. This retail CRM solution map highlights the capabilities of 21 vendors across 30 multichannel processes.

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Table of Contents

Analysis

1.0

The Recession Is Not Slowing Interest in CRM

2.0

CRM Vendor Inclusion Criteria

2.1		Inclusion Criteria
2.2		Vendors Not Included

3.0

Retail CRM Vendor Capabilities

3.1

Loyalty Program Management

3.1.1

Key Take-Aways

3.2

Campaign Management

3.2.1

Key Take-Aways

3.3

Offer Engine and Customer Analytics

3.3.1

Key Take-Aways

3.4

In-Store CRM

3.4.1

Key Take-Aways

3.5

Master Data Management of Customer Data

3.5.1

Key Take-Aways

3.6

Collect Customer Information at the POS

3.6.1

Key Take-Aways

4.0

Sample Customers by Vendor

5.0

Recommendations

Recommended Reading

List of Tables

	Table 1.	Sample Customers by Vendor

List of Figures

	Figure 1.	Vendor Capabilities: Loyalty Program Management

	Figure 2.	Vendor Capabilities: Campaign Management

	Figure 3.	Capabilities: Offer Engine and Customer Analytics

	Figure 4.	Vendor Capabilities: In-Store CRM

	Figure 5.	Vendor Capabilities: MDM of Customer Data

	Figure 6.	Capabilities: Collect Customer Information at the POS

Customer Relationship Management
Point-of-Sale
Campaign Management
Retail Systems
Customer Data Integration Hubs

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Resource Id: 1041712