2nd Nov 2022

Weathering the Storm of Old School Retail

The concept of brand loyalty is out the window now and retail is among the highly concerned markets thinking their way around declining brand loyalty. What could be the reason? Lack of innovation, or if we sum it up precisely, myopia towards the adoption of digital technologies 

If you’re wondering how retailing has changed over the recent years or to be precise, how is technology changing the retail industry? Then we have just the answer. But before we dig into that, let’s first shed light on the crisis retailers are going through amid a fixation with the old school customer management practices.


Legacy Systems: The Center of Attention for Retailers 

customer experiences are the foundations of a long-lasting relationship between your customer and your brand. But the legacy systems, particularly CRMs sit right in the middle of this connection and break it into two. Hence, it leads the customers to sway to retail chains that serve them better free from barriers.  

Here are some of the areas in which legacy systems’ intervention can negatively impact your relationship with the customer: 

Stacked with irrelevant features 

The structured data and features are fine. But the unstructured and overloaded data does not support your sales and marketing teams at all. Rather it is recommended to create a user-friendly interface that assists your sales and your marketing teams to be to their advantage. 

Steep learning curves 

The complexity of your legacy systems can make it difficult for your sales and marketing teams to reach your end customers. Why? Because half of the teams’ time will be utilized learning the unorthodox system. Therefore, the more time you spend on learning the systems, the more prospects you will lose. 

Barred cross-channel communication 

Today’s customers shop through multiple channels. Therefore, not only must you remain available at customers’ disposal throughout the digital platforms, but your teams must also be able to easily communicate to ensure the right offering is being delivered to the customer. Because if you get a little late, the customer adds your name to their rejection list. 

Poor user adoption: The Domino Effect 

88% of customers are less likely to return to your digital platforms, courtesy of an unsatisfactory UX. Your sales and marketing teams would not be able to operate properly due to the not-so-user-centric CRM. The consequence? Declining sales and marketing metrics, customer engagement, converted leads, and eventually, leading to your business’ productivity on the low. What would be the last result of this Domino Effect? The unsatisfied customer experiences and a drop in their loyalty to your brand. 

Not a complete picture 

The modern sales team requires a 360-degree overview of their customers to understand them better. The legacy CRMs are deprived of this. This is where you might get outperformed by your competitors on the road to glory.  

What’s the ultimate solution to supplant legacy retail systems?

Your business needs an intelligent solution that can help your business and its competencies to cope with the customers’ needs. Microsoft Dynamics 365 (D365) Sales and Marketing are the perfect stacks to address your sales acceleration and enhanced customer management needs. Let’s briefly take you through some of the unparalleled features of D365 Sales and Marketing. 

User-centric interface

As discussed above, a user-friendly interface is necessary for your teams to be able to navigate through the CRM and transform comprehensive data into meaningful insights.  

Unified platform

This is where we believe your legacy system is completely outsmarted. Dynamics 365 Sales and Marketing provides your competencies with a unified platform through which a 360-degree overview of the campaigns, customer metrics, and coordination activities can be reviewed, and acted upon. 

AI-based insights 

Leveraging AI helps your sales and marketing teams predict customer behaviours, preferences, and the experiences they prefer while they interact with your brand. By using predictive features, your business will stay one step ahead in fulfilling your customer demands and strengthen your relationship with the customer. Once you figure out your customer’s needs, you can engage your customers with full confidence. 

Omni-channel experiences

Infuse agility within your sales and marketing teams by enabling them to connect to the customers through the channels of their choice, be it mobile or web to ultimately boost the customer experience.

Make the switch! 

Microsoft Dynamics 365 has endless solutions for all your retail sales and marketing needs and eventually helps you get closer to your customers. Visit Techvista Systems x Dynamics 365 for more information in this regard or stay connected with us on LinkedIn @TechvistaSystems