Customer Experience Management Solution

CXM for Home Furnishings Retailers

Unified Commerce caters to customers that engage with a brand both in-store and online. How do retailers recognize their customers and track interactions to build personalized relationships? Driving loyal customers is key to retail success. STORIS NextGen CXM technology is a powerful tool that enables furniture retailers to:

Develop a tailored, personalized sales approach that caters to the individual customer
Optimize your sales team’s effectiveness and productivity in your showrooms
Empower your associates with lead nurturing and opportunity management tools to close more business
Increase the lifetime value of unified shoppers to your company by growing satisfaction

Ready to Empower Your Team with Customer Data?

In an age where customers reward brands that prioritize experiences with their loyalty, having the right technology to optimize your Customer Experience Management is key. Learn more about STORIS NextGen CXM by filling out the form.

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What Is Customer Experience Management Software?

A home furnishings retail Customer Experience Management (CXM) solution empowers your brand to build rich customer data, track interactions and sales history, as well as manage leads and new sales opportunities. Designed for flexibility, a CXM solution enables sales associates to leverage the right information to transact quickly and provide a modern guest experience. With a powerful furniture Customer Experience Management solution, your team can generate higher revenue, retention rates, and customer lifetime values.

Web-based, Mobile Responsive, and Device Agnostic Platform

STORIS NextGen CXM for furniture retailers is an in-store technology application designed to support retail sales associates in delivering exceptional experiences. The STORIS NextGen platform seamlessly combines Customer Experience Management with transactional Mobile POS. The design of STORIS NextGen CXM is device agnostic with a responsive user interface. Mobility on a showroom floor is valued by customers that are looking for sales associates to enrich their shopping experience.

Empower Your Sales Force

CXM technology enables your sales associates to take control of their individual performance with an informative dashboard that is their home base for their use of the tool. The Sales Dashboard ties Opportunities, Activities, and Orders into a snapshot view that gives the sales associate a tremendous amount of information at a glance. The Sales Dashboard features tables, charts, and values that provide knowledge and trigger action. The Sales Dashboard is a wealth of information to assist sales associates in closing more business from their own mobile phones. Dashboards can be toggled to a Manager’s View for store managers to organize their team’s productivity. Learn more about 15 Sales Dashboard views here.

Seamless Brand Relationships

It’s one thing to know the customers that come in your door because you interact with them face-to-face, but what about the “anonymous” online shopper? Customers that have become well acquainted with your brand online risk being disappointed if they are treated as a stranger when they enter your physical store. These are the challenges modern retailers face in a market where in-store and online customers are one and the same. CXM’s unified customer profile empowers retailers to build relationships with their customers across their brand.

Shopping Carts & Purchase History

With Shopping Carts in CXM, an Associate can collect information the guest is naturally sharing and add product selections. When the guest is ready to purchase, the Associate has the majority of the Sales Order already completed and can seamlessly transition to Mobile POS to checkout. Shopping Carts can also be emailed to the customer. With CXM, you can collect all of a customer’s shopping history in one organized location. This includes completed and open sales orders.

Cross-Channel Customer Profiles

With Customer Profiles, furniture retailers can maintain detailed customer contact records. This includes customer information for targeted marketing campaigns. Profiles are connected via email and are updated based on a customer’s completed activities that occur when they are logged into their account, both in-store and online. Search allows retailers to easily locate a customer to avoid duplicate records and historical duplicates can be merged to create a single profile view.

Inventory Visibility & Product Search

To support your sales associates in delivering expert product knowledge, inventory information is always in the palm of their hands. With CXM, you can help customers conveniently find what they are looking for through dynamic Product Search. This includes descriptions, imagery, pricing, availability, and product alternatives. Information to help close a sale is prominent such as quantity on hand and product availability dates.

Personalized Product Recommendations

Access to a customer’s purchase history allows sales associates to analyze styles and price points. They can also use this information to upsell and help complete a room’s design. STORIS NextGen CXM will also use a customer’s purchase history to suggest related products for the associate to recommend.

Lead Prospecting

CXM is a valuable prospecting tool for associates to attain higher closing ratios. Sales associates are communicating with customers in a variety of ways including personal conversations, emails, phone calls, and texts. Notes and follow up reminders can be added to ensure the associate is staying on top of closing open sales orders and maintaining timely communications. This rich history is also valuable to a new sales associate working with an existing customer, giving them context to personalize the relationship.

Sales Opportunities & Activities

Opportunities enable sales associates to track information about a sales lead they have with a customer, capturing key details about the interaction that are needed to close the sale. Subjects, description, sales stages, projected value, and expected close dates provide valuable information to the sales associate that can also be reported on. Activities provide a mechanism for sales associates to track their schedules, ensure they are following up with prospects, and manage their daily routine. An associate can assign due dates, monitor progress, and establish whether an Activity is related to a customer relationship.

Appointment Setting

Both in-store and virtual appointments have become important strategies for sales associates to engage with customers. With CXM, create assigned appointments using Activities to organize your sales associates and customers for their upcoming visits. Sales associates can use the customer’s existing history and new insights gained during the appointment set up to curate the merchandise selection for the in-store visit. For customers that prefer a virtual appointment, shopping carts can be emailed through CXM with recommendations that can be ordered on your website.

Optimize Customer Experiences with CXM

Successful Customer Experience Management is a game-changer for retail operations. STORIS NextGen CXM is designed to help retailers establish brand loyalty. This is especially true when your team can build relationships with multi-channel shoppers. Effective in-store CXM applications are developed to allow sales associates to manage their customer relationships and experiences.

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Find Out More About Our Software Features

When you choose , you get more than a revolutionary retail software solution. You get the know-how of our team of experts, superior service, and opportunities for growth. Use the form below to learn what can do for you.