• January 28, 2011

St. John to Escalate Its CRM Strategies

Escalate Retail, a provider of solutions that help retailers reinvent the shopping experience for customers, today announced that St. John has selected its Blue Martini Clienteling and Retail CRM solutions and will begin the implementation immediately.

St. John sells its ready-to-wear and accessories collections under the St. John, St. John Couture, and the St. John Yellow Label brands in upscale department stores worldwide, 27 St. John boutiques, 18 outlet stores in the U.S. and Canada, and online at www.sjk.com.

St. John recently began looking for a solution that would enable it to turn the successful practices and processes of its top 1 percent of sales associates into standardized best practices that every associate can easily adopt.

Escalate Clienteling combines the technology of Escalate Relationship Marketing with a client book and product information repository to create a single selling tool that standardizes best sales and service practices throughout the retail organization. Additionally, Escalate’s  business intelligence tools will help St. John better understand its customer segments, customer RFM scores, and purchase triggers. The CRM engine orchestrates the process of building even stronger customer relationships by feeding the clienteling application the most relevant alerts and tasks for each customer, so St. John’s associates can proactively contact their customers for every special event, relevant merchandise arrival, birthday, and anniversary.

“We are excited to kick off our implementation of Escalate Clienteling and Retail CRM,” said Bruce Fetter, president and chief operating officer at St. John. “This initiative aligns perfectly with our current goals of retail store sales growth and working toward seamless all-channel commerce, all while continuing to provide our clients with the absolute best in customer service.”

“St. John is one of the most longstanding, respected brands in high-end women’s fashion,” said Rob Neibauer, senior vice president of worldwide sales at Escalate Retail. “We are honored that they’ve chosen Escalate as a strategic partner for their customer engagement program, and we look forward to a long-term relationship as part of their all-channel strategy.”

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