What are the impacts of New Retail in the Customer Relationship Management? 
 
China’s retail landscape is in a period of transformation. On the one hand, it’s getting bigger. This year, China is expected to post up retail sales of $5.6 trillion and overtake the US to become the world’s largest retail market. On the other hand, it’s getting more interesting. China’s mobile-led, online and offline integrated retail landscape is changing the way retailers both big and small think about supply chains, shopfronts and marketing.
 
This deck introduces three key New Retail changes, and then explains how they impact customer relationship management and customer retention. 
 
Table of Content:
New loyalty in new retail
Traditional loyalty programs vs New loyalty programs
New loyalty risks and rewards - how a reward program creates value
Shifting center of gravity
Retail gets personal 
New competition accelerates differentiation and new value creation
Product personalization
Purchase journeys for high and low involvement product categories
Lifetime customer value
Overcoming physical retail data gap
Store technologies: turning heat on store mapping, facial recognition
Unified online/offline customer view
New retail readiness
Rethinking affiliate marketing
 
Edition: 2019
No of pages: 55
 
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