1. THE POWERFUL NEW CRM TOOL
FOR RETAIL ASSOCIATES
2. While online retail continues to grow rapidly,
brick-and-mortar is the primary channel where people
shop. In fact, 90% of all retail sales are transacted in
stores and 95% of all retail sales are captured by retailers
with a brick-and-mortar presence.1
But modern shoppers expect more from your brand in-
store. Whether their objective is to discover, explore, or
buy, customers want a great experience. Your associates
are a key part of this experience as trusted advisors and
as the faces of your brand.
When helped by a knowledgeable associate, 93% of
customers make a purchase and 85% of customers
, but sadly experiences with in-store
sales associates are often underwhelming. Two thirds of
customers still wish store employees were more helpful
and 90% of customers will leave your store if they can’t
find the right person to help them.3
Having knowledgeable associates in your store to assist
customers is so important and the bar has been elevated
by the internet. 87% of consumers research before they
walk into a store and 79% do so while they shop in the
, meaning often your clients can be more informed
than your associates.
HOW CAN YOU MAKE YOUR EMPLOYEES SERVE
SAVVY CUSTOMERS BETTER?
To create an in-store experience that drives sales,
retailers today need to empower their associates with in-
formation that allows them to have a helpful and mean-
ingful conversation with clients.
The right information can only be surfaced on clienteling
systems that are open to all aspects of the customer
journey, and not ones that focus entirely on a specific
element of the customer journey like Point of Sale.
And the right information can only be surfaced by clien-
teling systems that use true CRM to separate mass data
confusion from the real insights. As technology compa-
nies race to make big data accessible, the challenge is to
make the data usable for associates who aren’t trained
to be data analysts. Expecting store associates to sift
through data and to figure it out when they have mere
seconds to do so - a daunting and overwhelming task –
Retailers need a clienteling system that is made for the
whole retail experience. It needs to offer a user experi-
ence that fits the retail customer journey, tackles on-the-
floor challenges, is intuitive for sales associates to use,
and is customizable to suit business needs instead of
one-size fits all.
AT Kearney, On Solid Ground: Brick and Mortar Is the
Foundation of Omnichannel Retailing, 2014
Timetrade, Why shoppers are leaving stores empty
KN Research, Retail Systems Research, Dr. Marshall
Fisher/Experticity Research, timetrade
Google, Digital Impact on In-store Shopping, 2014
3. Innovators are recognizing that the retail industry needs
tools that truly fit the way consumers shop and how sales
people sell. Retailers and consumers have embraced
these reimagined tools, and these companies are seeing
Square reimagined what the point of sale experience
should be. They made accepting card payments more
affordable for businesses and also provided data that
delivers powerful business insights to merchants. More
impressively, they looked at the shopper experience and
reimagined the checkout process. Payments can now
happen anywhere, authorization no longer needs to be
on paper, receipts can be emailed, and customers can
carry their credit card information from merchant to mer-
chant without needing their physical credit card again.
They implemented elegant hardware with the Square
Stand being used for point of sale. After the associate
enters the transaction details, the Square Stand spins
around so the customer signs the same screen that the
associate uses. In 2014, Square processed $30 billion a
in payments, up from $6 billion in 2012 all thanks to the
advocacy of merchants and consumers.
Proximity Insight has likewise reimagined what retail CRM
should be by considering the retail experience, what as-
sociates need to succeed, and the shopper journey. The
old CRM platforms were created for corporate teams,
but not tailored to salespeople on the floor. The data
that marketing teams may find helpful is not what asso-
ciates and store managers need. Associates and store
managers need useful information that allows them to
make split second recommendations.
Proximity Insight has created a mobile application, uti-
lizing best-of-breed CRM architecture and accessibility,
that is tailored to the shop for the shop floor so associ-
ates can access the right information about their cus-
shopify, Social Commerce, 2013
1. HELP ME UNDERSTAND BOTH THE PAST, AND WHAT’S HAPPENING TODAY, TO FORESEE THE FUTURE. To make relevant recom-
mendations, associates need to understand who the customer is. Proximity Insight plugs into any data source, from
Salesforce or Microsoft CRM to POS to marketing automation, to surface what clients have bought in the past or their
current preferences. Associates can use this information to come up with their own recommendations or use our
algorithm. Algorithms like this have been shown to generate sales uplift. StitchFix, an online retailer, created a similar
algorithm to help their 2,000 stylists recommend apparel. The well-informed stylists have a 70% success rate where
customers purchase the recommended items. (Fbicgroup).
2. HELP ME BUILD AND RETAIN MY CUSTOMER BASE. Just because a client leaves the store doesn’t mean the relationship
between the customer and associate should come to an end. Associates can continue to foster that relationship and
get clients to come back into the store by providing additional personal touchpoints. With personalized email out-
reach, associates can effectively maintain a brand relationship with their clients.
3. GROW MY PASSION FOR RETAIL. Brands can get their associates more engaged by empowering them to
express their creative side. Being a sales associate shouldn’t just be a job, but it should be a career where
employees can grow their passion. With Proximity Insight, associates can build their own fashion board where they
can create styles and sets based on the brand’s inventory as well as third party products and share them with fellow
associates or with clients. Think a Polyvore ecosystem created by your associates. In fact, Polyvore generates an
average of $66.75 order value5
higher than any other social platform, and has a conversion rate of 0.58% (those who
went on to purchase/visitors).
WHAT RETAIL NEEDS DOES PROXIMITY INSIGHT SOLVE?
4. 4. KEEP ME IN THE KNOW. Associates constantly need to be informed about the brand to know what’s on their client’s
minds. A product that was in the news? Corporate changing the return policy? Like other news feed that many of us
use, Proximity Insight brings the most relevant news from all sources – website updates, blogs, social feeds, etc. - to
the Clienteling App. Associates are alerted immediately when there’s something new so they don’t have to search for
it. Furthermore, associates can leverage the platform to ask questions, provide tips, or discuss with each other in real
5. HELP ME TRACK MY GOALS. One of the most sought out pieces of information that associates want is how they are
tracking on their sales goals. Store managers can easily set up their associates’ individual goals and allow associates
to see how they progress. Seeing progress on a daily basis keeps associates informed, motivated, and creates own-
ership of their goals. Win-win for all!
6. HELP ME STAY ORGANIZED. Associates are asked to do a lot. As their responsibilities and customer base grows, they
need to stay organized and prepared. With Proximity Insight’s Clienteling App, managers can assign tasks to associ-
ates and associates can manage their client appointments and schedule.
7. HELP ME COMMUNICATE. Digital internal communication should not be limited to supervisors, assistant
managers, and managers. Associates need a more efficient way to solve problems and find answers to our
questions. We make it easy to collaborate and share great ideas - all in one place, where all the things needed are
easily searchable and rapidly accessible.
5. HOW PROXIMITY INSIGHT CAN HELP
Proximity Insight understands that it’s not about how much data you can get, but how to surface useful
information that helps associates succeed, and as a result makes clients love your brand. We can work
with any CRM platform, or even with no CRM platform at all, to start turning your data into insights for your
store managers and associates.
Proximity Insight has implemented clienteling for MatchesFashion.com, Max Mara, Diane von Furstenberg,
and Jaeger, as well as other independent designers, to create an iPad Clienteling App that truly fits the re-
tail experience. Working with their corporate marketing teams and in-store associates allow us to create a
solution that meets the needs from top to bottom like no other vendor.
email@example.com | 817 Broadway, New York,, NY 10003 | +1 508 241 2130 | proximityinsight.com