Gartner Research

How CIOs Can Assist Retailers to Increase Customer Loyalty

Published: 11 November 2014

ID: G00259248

Analyst(s): Kelsie Marian


To leverage the value of loyalty data, retail CIOs must support the ability to determine the right metrics for measuring and growing loyalty. Use this research to assist the organization in identifying the attributes of, and means to increase, customer loyalty.

Table Of Contents
  • Key Challenges



  • Collaborate With Multichannel Business Leaders to Choose and Provide Loyalty Metrics That Reflect Organizational Goals for Customer Loyalty
  • Partner With the Business to Form a Team to Analyze In-Store Operational Performance Metrics, Alongside Loyalty Marketing Metrics, to Determine the Impact of Store Performance on Customer Loyalty
  • Provide Ongoing Support Via Advanced Analytics With Enhanced Data Visualization Capabilities to Identify Changes in Loyal Customer Behavior and Assist the Business in Determining Which Tactics Are Most Effective for Growing Loyalty Over Time

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