IBM's customer solution is so advanced it can anticipate customer needs. Using powerful analytics, The IBM®Single View of Customer provides our clients with precise customer insights by acting as a single hub for all enterprise customer data. Quickly identifying customer needs generates actionable information so your retail business can make better-informed decisions throughout your organization.

1. IBM Sales and Distribution Retail Industry
Solution Brief
IBM Single View of
Customer for retail
Customer centricity begins with the customer
In today’s competitive retail environment, it is more difficult than ever
Highlights to develop and maintain customer loyalty. With near-instant access to
information, customers are well-informed “super shoppers,” quick to
G Provides accurate, complete customer abandon one retailer for another that can maximize their personal
information to all channels, business
processes and employees
value. Understanding customer needs and interacting with them on a
one-on-one basis has become a competitive imperative.
G Allows retailers to provide relevant
customer interactions and improve cus-
tomer service The IBM® Single View of Customer solution for retail can help you
obtain a 360-degree view of your customers’ needs, preferences, buying
G Enables micro-merchandising and
trends and propensities. The solution provides a single hub for all
highly targeted marketing by under-
standing customer preferences and enterprise customer data, and powerful analytics that generate action-
buying trends able information so you can make better-informed business decisions
G Improves decision making around
throughout your organization—from marketing to merchandising and
merchandising, product placement, from store operations to customer service.
store locations and customer retention
strategies
The IBM Single View of Customer solution enables you to aggregate
customer information from across the retail enterprise, external part-
ners and data providers—into a single hub. This customer hub will
enable you to operationalize the acquisition, distribution, management
and analysis of enterprise-wide customer information across all
channels.
Therefore, regardless of the channel or touch point your customers
choose to shop, if armed with complete, accurate information about
each customer you can respond to their individual needs and prefer-
ences in a timely, relevant manner.
The IBM Single View of Customer solution also enables you to detect
customer trends and affinities, helping you identify new opportunities
and more effectively promote your products and services. With these
invaluable insights, you will be poised to deliver greater value to your
customers and keep them coming back again and again.

2. Benefits this solution can help you achieve include:
G Improved customer service, satisfaction and loyalty.
G Increased revenues with more relevant and timely customer
interactions.
G Important customer insights, including customers’ buying behaviors, © Copyright IBM Corporation 2009
trends and preferences. IBM Corporation
G Improved cost-effectiveness and efficiency of managing customer Route 100
Somers, NY 10589
data.
Produced in the United States of America
November 2009
The solution helps manage and analyze key customer information,
All Rights Reserved
including:
IBM, the IBM logo, and ibm.com are trademarks or
registered trademarks of International Business Machines
G Customer recency, frequency and monetary value (RFM). Corporation in the United States, other countries, or both. If
G Customer interactions and purchase history. these and other IBM trademarked terms are marked on their
G Relationships, householding and life events. first occurrence in this information with a trademark symbol
(® or ™), these symbols indicate U.S. registered or common
G Marketing campaigns and promotions. law trademarks owned by IBM at the time this information
G Retailer-specific key performance indicators (KPIs). was published. Such trademarks may also be registered or
G Privacy and interaction preferences. common law trademarks in other countries. A current list of
IBM trademarks is available on the Web at “Copyright and
trademark information” at ibm.com/legal/copytrade.shtml
One customer, one view Other product, company or service names may be
The IBM Single View of Customer solution can help you realize a sig- trademarks or service marks of others.
nificant competitive advantage by arming you with deep knowledge of
your customers and the ability to provide this information at the point Please Recycle
of customer interaction. With full knowledge of shoppers’ preferences,
you can offer the right product and information at the right time to
attract, satisfy and retain your most valued customers.
For more information
To learn more about The IBM Single View of Customer solution for
retail please contact your IBM representative or IBM Business Partner,
or visit: ibm.com/retail.
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