Customer Experience Management Software

CXM Technology for Home Furnishings Retailers

Successful Customer Experience Management (CXM) is a game-changer for retail operations and sales associates. It's how home furnishings retailers track interactions to personalize relationships. Driving loyal customers is vital 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 furniture associates with lead nurturing and opportunity management tools to close sales
Increase the lifetime value of shoppers to your company by growing satisfaction
Make every customer count and support higher conversion rates

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What Is a Customer Experience Management (CXM) Solution?

Home furnishings retail Customer Experience Management software 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 software solution enables sales associates to leverage the correct 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 Customer Experience Management 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 technology 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 looking for sales associates to enrich their shopping experience.

Empower Your Sales Force

CXM software enables your sales associates to take control of their individual performance with an informative dashboard that’s their home base when using the tool. The Sales Dashboard provides a snapshot view of Opportunities, Activities, and Orders that gives a tremendous amount of information at a glance. Tables, charts, and cards provide knowledge and trigger action. The 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 to see store-level performance and organize their team’s productivity quickly.

Seamless Brand Relationships

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

Shopping Carts and 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 Customer Experience Management software, you can collect all of a customer’s shopping history in one organized location. This includes completed and open sales orders.

Cross-Channel Guest and Customer Profiles

With profiles for both guests and customers, furniture retailers can maintain detailed contact and historical records. Profiles are connected via email and updated based on a person’s completed activities when they are logged into their account in-store or online. Search allows retailers to quickly locate a customer to avoid duplicate records, and historical duplicates can be merged to create a single profile view. Integration with STORIS’ Data Warehouse and Business Intelligence suite provides exciting business strategy opportunities. This includes using guest and customer information for targeted marketing campaigns.

Inventory Visibility & Product Search

Product knowledge is always in the palm of your associates’ hands. With CXM, you can help customers conveniently find what they want through dynamic product search or fast barcode scanning. This includes accessing descriptions, imagery, pricing, product alternatives, and eligible protection plans or warranties. Information to help close a sale is prominent such as quantity on hand and product availability dates, which include Available to Promise dates for line items and Available to Customer dates for the entire order.

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 established product hierarchies, items in a customer’s cart, or past purchase history to suggest personalized product recommendations.

Lead Prospecting

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

Sales Opportunities & Activities

Opportunities enable sales associates to track information about a sales lead for a guest, capturing critical details needed to close the sale. Subjects, descriptions, sales stages, projected values, and expected close dates provide valuable, reportable information. These data elements can be easily customized with color coding and filters to adapt CXM to retailers’ unique selling processes. Activities provide a mechanism for sales associates to track their schedules, ensure follow-up with prospects, and manage daily routines. An associate can assign due dates, monitor progress, and link an Activity to a Relationship.

Appointment Setting

Both in-store and virtual appointments have become important strategies for sales associates to engage with customers. With Customer Experience Management technology, create assigned appointments using Activities to organize your sales associates and customers for their upcoming visits. Sales associates can use the customer’s history and new insights gained during the appointment setup 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.

STORIS NextGen CXM Sales Dashboard

In this infographic, discover 15 CXM Sales Dashboard Views to take your sales team to the next level. Learn about tools to optimize the effectiveness and productivity of your sales team as they build long-term customer relationships.

Learn More in Our Infographic

Find Out More About Our Software Features

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