The Business of People: How the Right Analytics Bring Retailers Closer to Customers


It is interesting how we use words like customer and consumer to refer to people who purchase goods and services from our companies. I recently heard the term "B to P" instead of "B to C" which really caught my attention.

The quest to have a closer, more relevant relationship with people who purchase goods and services from us is about understanding human behavior. And in that quest, many distractions await - data storage systems and in-store gadgets with cool features but little to offer when it comes to connecting with customers - and connecting customer data - at a personal level.  Retailers who focus their software investments on solutions that aim to understand customers' behaviors and interests will not only foster more meaningful relationships, but will make their best customers even better.


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About Will Roche

Will Roche is a passionate, creative leader who was heavily-involved in the conceptualization of Raymark's customer-centric CRM solution.

Having attended Clayton State University and Harvard Business School, Roche has 33 years of IT experience garnered at both IBM and Microsoft. His retail life began at IBM in the early eighties with the introduction of the first PC-based POS system, the 4680. Later, he was also responsible for the introduction of IBM's first open architecture POS system for small and mid-size retailers called the SureOne. Roche also headed up partnership development of the first of its kind, value-added industry distribution channel with then start-up ScanSource, based on the emerging "open system" Microsoft platform.

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