CRM And The Postrecession Consumer

By Nikki Baird, Retail Systems Research

The top three business challenges reported by survey respondents in RSR's latest benchmark on CRM (customer relationship management) and Loyalty, The State of Personalization in Retail, reflect the continued influence of the economic downturn on retailers.

The race is on to provide customers relevant, high-quality experiences, with a particular focus on stores, where nearly 95% of retail transactions are still completed and where the cost to operate stores isn't getting any cheaper. How do retailers cope?