TheShoppingMatrix is committed to providing the optimum personalised customer experience for its valued customers. It has recently chosen and successfully deployed Net Perceptions as its personalisation tool.
According to MD of TheShoppingMatrix, Waine Smith: "Research has shown that personalised suggestive selling greatly enhances the customer experience and facilitates substantial increases in customer acquisition; repeat activity as well as value of transaction. At the same time these methods are shown to enhance customers satisfaction levels. We came to the conclusion that Net Perceptions, a clear leader in the retail personalisation arena, would add great value to our business. Together with Marc Fine of iLAB CRM and Net Perceptions, we designed a personalisation solution that will include personalised recommendations on the category home pages as well as targeted cross selling on the shopping cart - all of which will help us to win, keep and grow our valued customer base. We have also implemented a MyTSM section, which offers easy access to personalised recommendations. We will be continuing to work with iLAB CRM and Net Perceptions to implement additional, innovative features for our customers in the future."
The underlying technology, collaborative filtering, predicts what an individual will like with unprecedented accuracy and makes specific real-time recommendations accordingly. It continuously learns about each individual`s preferences through observing real-time behaviour (such as click-throughs), recalling past behavior (such as purchase histories), and asking the individual to rate a number of relevant items. The technology then dynamically pools these learnings with up-to-the-moment knowledge gained from a community of others who share similar preferences and leverages the collective preferences of this community to predict how its members will like items they haven`t tried yet and makes highly accurate recommendations. The result is more people buying, buying more, and buying more often.
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TheShoppingMatrix
TheShoppingMatrix (www.tsm.co.za) is South Africa`s leading online supplier of entertainment and consumer electronics products to the country`s online community. The site provides leading-edge technology items more competitively than most brick-and-mortar stores. Shoppers can browse and purchase Computers, Electronics and Software peripherals, DVD movies and DVD Music, Computer and Playstation games as well as Books, Gifts and Houseware appliances.
Net Perceptions
Net Perceptions (www.netperceptions.com) is a leading provider of real-time personalisation and precision marketing software solutions for Internet and multi-channel retailers. Its software is designed to help retailers understand customers individually, optimise product assortments, prices and inventories, and offer the right product to the right customer at the right price. Net Perceptions` customers include many of the world`s best-known brands including: Barnes & Noble.com, Bertelsmann, CDNOW, The Children`s Place, Egghead.com, eToys.com, J.C. Penney, Procter & Gamble, Tower Records, Walgreens and Williams-Sonoma.
iLAB CRM
iLAB CRM (Pty) Ltd, of the iLAB Holdings Group of companies, is a subsidiary of Epi-Use Systems and is part of the Peregrine Group. iLAB CRM, with presence in Johannesburg and Cape Town, is fast establishing itself as a leader in the development and provision of comprehensive and innovative solutions required by customer-centric companies cognisant of the new challenges of the customer economy. Services include:
- CRM "Health Check" and Opportunity Assessment
- Development and implementation of comprehensive CRM and Personalisation strategy
- Independent sourcing of appropriate technologies
- Implementation of these technologies, where required
- CRM education, promotion and training.
Unlike in the generic CRM arena, where iLAB CRM is product neutral and offers independent expert advice and product evaluations, in the personalisation facet of CRM, iLAB CRM are the South African resellers of Net Perceptions.