Implementation of Escalate Clienteling and Retail CRM at St. John
Escalate Retail, the leading provider of solutions that help retailers reinvent the shopping experience for their customers, 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 and 18 outlet stores in the U.S. and Canada, and online.
Since the company was founded in 1962, St. John has built a reputation of world-class customer service, often catering to high-profile clientele. While the company has been successful in building strong customer relationships using traditional client black books, 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.
Because of its superior out-of-the-box functionality, ease of use, and native all-channel commerce approach, Escalate's Blue Martini Clienteling was the clear choice for St. John. Escalate's exclusive customer portfolio of blue chip retailers that use its clienteling solution has helped it build the retail industry's best-in-class clienteling solution for high-touch, high-service and high-loyalty customer interactions.
Escalate Clienteling combines the advanced technology of Escalate Relationship Marketing with a robust client book and product information repository to create a single, easy-to-train and adopt selling tool that standardizes best sales and service practices throughout the retail organization. Escalate's retail customers find dramatic expansion of the reach and effectiveness of their sales professionals with the clienteling solution.
Additionally, Escalate's powerful 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 COO of 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, SVP of Worldwide Sales, 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.”
St. John, one of the premier names in American fashion, was founded in 1962 by Robert and Marie Gray. Renowned for its innovative knits, St. John has evolved from a small family operation to the global luxury brand known today. The company, headquartered in Irvine, California, now employs approximately 3,000 people and operates dozens of offices and manufacturing facilities worldwide.