Enhance Retail Customer Data Management to Improve Multichannel Shopping Experiences
To streamline operations, retailers often increase their focus on improving the multichannel shopping experience and boosting customer satisfaction, retention, and customer loyalty. Yet the customer data required to do so is often low in quality and inconsistent across retail applications, including CRM, POS, and e-commerce. Without a trustworthy, 360-degree view of customer data, including information about their preferred products and channels, it’s hard for retailers to gain valuable consumer insights. This interferes with their ability to make knowledgeable decisions about their customers and drive significant improvements in cross-sell and up-sell offers, marketing promotions, innovations, and customer service.
The Informatica Solution for Multichannel Customer Data Management
The Informatica solution for multichannel customer data management boosts customer analytics and operations with trustworthy customer data to deliver consistent and personalized multichannel shopping experiences and increase customer loyalty. It provides 360-degree views of customers and their households, social network relationships, and product and channel preferences.
Using this solution, retailers can:
- Improve multichannel shopping experiences, sales, and merchandising by using trusted customer data about product and channel preferences
- Deploy more successful targeted marketing offers by using trustworthy customer data and household data in segmentation and marketing analytics
- Increase customer satisfaction and loyalty by arming customer service reps with 360-degree customer views
- Decrease operational costs by eliminating time spent manually searching for customer data
- Reduce risk and maximize opportunities by delivering more accurate regulatory and profitability reports
Key Capabilities of Multichannel Customer Data Management
Unlike other master data management offerings, the Informatica solution for multichannel customer data management provides a retail industry-specific data model that adapts to evolving requirements, enables quicker implementation, and accelerates time to value. It allows you to deliver consistent and personalized shopping experiences to your customers.
The Informatica solution for multichannel customer data management is based on the Informatica Platform and features the following capabilities:
- A prebuilt B2B customer data model that includes accounts, contacts, and the relationships among them
- Easily extendable data model to meet unique business requirements
- A 360-degree customer view of predefined relationships to enrich customer profiles, including social media data, and to segment customer data more accurately
- A single view of the customer with multiple touch points to help manage customer preferences and interactions and improve customer service
- Complete visibility into customers’ purchased products and channel partner relationships to drive more personalized marketing campaigns and improve cross-sell and up-sell
- A dashboard for business decision makers and data stewards to maintain ongoing customer data management
- Integrated data quality management to continuously maintain the trustworthiness of customer data, correct errors, and eliminate duplicates
- Industry-leading enterprise data integration to efficiently move data to and from retail applications, including POS, CRM, ERP, e-commerce, and third-party data providers, such as D&B, whether onpremise or in the cloud