'''Clienteling''' is a technique used by retail sales associates to establish long-term relationships with key customers based on data about their preferences, behaviors and purchases.<ref>{{cite web|title=clienteling|url=https://en.wiktionary.org/wiki/clienteling|accessdate=2 March 2015}}</ref> Clienteling is intended to guide associates to provide more personal and informed customer service <ref name="Inc">{{cite web|title=How to Deliver Great Customer Service|url=http://www.inc.com/magazine/20100901/how-to-deliver-great-customer-service.html|accessdate=2 March 2015}}</ref> that may influence customer behavior related to shopping frequency, lift in average transaction value, and other retail key performance indicators.<ref>{{cite web|last1=Reda|first1=Susan|title=Making Mobile Happen|url=https://nrf.com/news/mobile/making-mobile-happen|accessdate=2 March 2015|archive-url=https://web.archive.org/web/20150402170654/https://nrf.com/news/mobile/making-mobile-happen|archive-date=2 April 2015|url-status=dead}}</ref> From the customer's perspective, clienteling "could add a layer of personal touch"<ref>{{cite web|last1=Joseph|first1=Alex|title=iPad Clienteling at Retail Stores: Cool or Creepy? |url=http://www.business2community.com/tech-gadgets/ipad-clienteling-at-retail-stores-cool-or-creepy-0586655|accessdate=2 March 2015}}</ref> to the shopping experience.
== Clienteling software definition == While at its core, clienteling is a sales technique, the term is commonly used today to describe the related assisted selling software tools used to support relationship-building activities between store associates and their customers.<ref>{{cite web|last1=Ginsburg|first1=Rachel|title=Retail Evolution: Building a Tech Enabled Environment|url=http://brandandcommercial.com/articles/show/business-operations/136/retail-evolution-building-a-tech-enabled-environment|accessdate=2 March 2015|archive-date=24 March 2015|archive-url=https://web.archive.org/web/20150324212143/http://brandandcommercial.com/articles/show/business-operations/136/retail-evolution-building-a-tech-enabled-environment|url-status=dead}}</ref> Software-based clienteling has been said to have the advantage of collecting data about clients across different interaction channels in a searchable and retrievable database for later use.<ref>{{cite book|last1=Eisenberg|first1=Lee|title=Shoptimism: Why the American Consumer Will Keep on Buying No Matter What|date=3 November 2009 |publisher=Free Press |isbn=978-0743296250}}</ref> Clienteling software may also provide digital tools on mobile devices or fixed workstations aimed at enabling retailers to establish long-lasting learning relationships with their customers.<ref name="Garry">{{cite web|last1=Garry|first1=Michael|title=New Clienteling Tool Empowering Saks Associates|url=http://risnews.edgl.com/retail-news/New-Clienteling-Tool-Empowering-Saks-Associates90660|accessdate=2 March 2015}}</ref><ref name="Mahoney">{{cite web|last1=Mahoney|first1=Sarah|title=Thanks To Mobile, More Retailers 'Clienteling'|url=http://www.mediapost.com/publications/article/221800/thanks-to-mobile-more-retailers-clienteling.html?edition=|accessdate=2 March 2015}}</ref> While sales history collected in customer relationship management (CRM) platforms can provide some insight into a customer’s tendencies, this insight can be augmented by data collected by an associate working directly with a customer, who can improve the customer profile through each face-to-face interaction.<ref>{{cite web|last1=Rhodus|first1=Matt|title=Clienteling Enriches the In-Store Experience|url=http://risnews.edgl.com/retail-news/Clienteling-Enriches-the-In-Store-Experience97877|accessdate=16 March 2015}}</ref> This information can then be used to further personalize future interactions.<ref>{{cite web|last1=Richter|first1=Nathan|title=Making Excess Exclusive By Clienteling|url=http://www.mediapost.com/publications/article/223607/making-excess-exclusive-by-clienteling.html|accessdate=2 March 2015}}</ref><ref>{{cite web|last1=Shanker|first1=Martin C.|title=Pull—Don't Push—Your Way to Clienteling Success|url=http://www.jckonline.com/article/292131-Pull_Don_t_Push_Your_Way_to_Clienteling_Success.php|accessdate=2 March 2015|archive-url=https://web.archive.org/web/20150402124433/http://www.jckonline.com/article/292131-Pull_Don_t_Push_Your_Way_to_Clienteling_Success.php|archive-date=2 April 2015|url-status=dead}}</ref> Capabilities such as notes, wish lists, preferences, alerts, appointment setting, and purchase history are sometimes used to enable associates to enhance client profiles in ways that purchase history and e-commerce activity alone could not.<ref name="Inc" /><ref>{{cite web|last1=Ritzer Ross|first1=Julie|title=Facing Fears in Omnichannel|url=http://vsr.edgl.com/reseller-news/Facing-Fears-in-Omnichannel96300|archive-url=https://web.archive.org/web/20141107111235/http://vsr.edgl.com/reseller-news/Facing-Fears-in-Omnichannel96300|url-status=dead|archive-date=November 7, 2014|accessdate=2 March 2015}}</ref><ref>{{Cite web |last=Edelson |first=Sharon |title=Endear To Launch Appointments Tool To Streamline Clienteling |url=https://www.forbes.com/sites/sharonedelson/2025/03/13/endear-to-launch-appointments-tool-to-streamline-clienteling/ |access-date=2025-07-08 |website=Forbes |language=en}}</ref> Clienteling can also be an effective means of selling excess inventory without resorting to discounting by pairing products with the right consumers, using their past purchases to predict what they are likely want to buy.<ref name="Mahoney" />
== Clienteling softwares ==
{{advert|date=March 2026}}
[https://www.salesfloor.net Salesfloor] has been at the forefront of Clienteling technology since its inception. Founded in 2013 by Ben Rodier and Oscar Sachs, the platform is now trusted by more than 50,000 sales associates worldwide. The company continues to expand its global presence, most recently with the acquisition of [https://salesfloor.net/blog/entering-a-new-era-in-clienteling-with-the-acquisition-of-clientela/ Clientela].<ref>{{Cite web |last=Salesfloor |title=Salesfloor Enters a New Era in Clienteling with the Acquisition of Clientela, Expanding Market Reach and Strengthening Leadership |url=https://www.prnewswire.com/news-releases/salesfloor-enters-a-new-era-in-clienteling-with-the-acquisition-of-clientela-expanding-market-reach-and-strengthening-leadership-302445237.html |access-date=2025-09-29 |website=www.prnewswire.com |language=en}}</ref> Their clients include notable brands such as Dyson, Selfridges, Le Printemps, Chico's, Holt Renfrew, Macy's, Sunglass Hut and more.
== Use in retail stores == In 2014, a software-based clienteling solution called [https://www.tulip.com/clienteling/ Tulip] was deployed on iPad to over 3,500 associates at Saks Fifth Avenue.<ref name="Garry" /> Ralph Lauren has also used clienteling to invite select shoppers to special shopping events.<ref name="Mahoney" />
== See also == * Consumer relationship system * Customer experience
== References == {{reflist}}
Category:Customer relationship management Category:Online advertising methods Category:Retail processes and techniques