Seventy-Four Percent of European Retailers See Multi-Channel CRM as Vital To Their Future Businesses
Nearly Two-Thirds Do Not Have Any Multi-Channel CRM Initiative in Place,
Finds Independent Study Commissioned by Blue Martini Software
LONDON, March 6 -- A survey released today of retailers in
the three largest European markets reveals that 74 percent see multi-channel
customer relationship management (CRM) as vital to the future of their
businesses. In contrast, only 36 per cent of retailers surveyed currently have
multi-channel CRM initiatives in place today.
The independent study, commissioned by Blue Martini Software, a provider
of Retail CRM solutions, surveyed directors of marketing, e-commerce and
e-business at over 150 large department stores, specialty retail outlets and
large grocery stores in the United Kingdom, Germany and France.
Over half of those surveyed either have, or plan to have, a multi-channel
CRM initiative in place by 2005. The majority of retailers surveyed believe
that implementing multi-channel CRM will increase customer retention and drive
up sales by enabling them to offer their customers a more personalized
shopping experience. The survey also shows an increasingly high level of
awareness in the retail sector of the importance of interacting with customers
at multiple touch points -- on the web, over the phone, or in physical stores.
"While very few retailers have instituted multi-channel retail
initiatives, this study demonstrates that European retailers understand the
importance of multi-channel CRM to increase customer loyalty and per-household
spend," said John Crouch, vice president of European operations at Blue
Martini Software. "The results reinforce Blue Martini Software`s advantage in
retail CRM, and the potential market opportunity for Blue Martini Retail."
About the Survey
150 phone interviews were conducted with leading department stores,
specialty retailers and grocers in the UK, France and Germany between February
4 and February 22, 2002. The complete results will be published in a white
paper, available from Blue Martini Software, at the end of March.
About Blue Martini Software
Blue Martini Software provides enterprise applications for marketing and
selling profitably across all channels, including websites, wireless devices,
email and physical stores. Blue Martini applications lower costs and increase
revenue by automating business-to-business and consumer processes such as
content and catalog management, marketing, sales, channel enablement and
customer service. Blue Martini Software serves global leaders in retail,
manufacturing and consumer goods. Blue Martini Software can be reached at
+44-0-1344-742-825 or http://www.bluemartini.com.
NOTE: "Blue Martini" and "Blue Martini Software" are trademarks of Blue
Martini Software, 2600 Campus Drive, San Mateo, CA 94403. Other product and
company names may be the trademarks of their respective owners.
This news release regarding Blue Martini Software includes forward-looking
statements that are subject to risks, uncertainties and other factors that
could cause actual results to differ materially from those referred to in the
forward-looking statements. Such factors include, but are not limited to:
delays in the development or release of new applications or application
enhancements by Blue Martini Software: customization, deployment and/or
operational delays or errors associated with Blue Martini Software`s
applications or those of third parties; and Blue Martini Software`s need to
maintain and enhance business relationships with systems integrators and other
parties. Further details on these risks are set forth in Blue Martini
Software`s filings with the Securities and Exchange Commission ("SEC"),
including its filing on Form 10-K for the year ended December 31, 2001. These
filings are available on a website maintained by the SEC at
http://www.sec.gov . These forward-looking statements are generally identified
by words such as "expect," "anticipate," "will," "intend," "believe," "hope,"
"assume," "estimate," "plan," "should," "designed to" and other similar words
and expressions. Blue Martini Software does not undertake an obligation to
update forward-looking statements.
CONTACT:
Alastair Martin of Blue Martini Software
+01344-747499
amartin@bluemartini.com
Naomi Green
Natasha Grant
TheWeber Group Europe
+1-020-7240-6189
ngreen/ngrant@webergroup.co.uk
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