Infor CRM customer Harry Rosen Inc. has been selected as an honoree for IDG's CIO magazine CIO 100 awards.
The CIO 100 awards program annually recognizes 100 organizations that have distinguished themselves by creating business value through the innovative use of technology.
"Emerging technologies are drastically impacting the technology landscape, and CIOs have been challenged to leverage these new technologies to drive business value and gain a competitive advantage for their organization," said Adam Dennison, CIO senior vice president & publisher.
Harry Rosen is a Canadian retailer with 16 high-end men's clothing stores and 700 employees. Using a customer-focused strategy originated by founder Harry Rosen and automated by CEO Larry Rosen and CIO Stephen Jackson with Infor CRM solutions, the company has been able to capture an impressive 40 percent market share. An enjoyable and memorable customer experience is the key.
"Everyone thinks we sell clothes, but we sell advice and wardrobe consulting," Larry Rosen explained. "We earn clients' trust and create relationships. We haven't changed our values since our founding days, we're just letting the machines work for us."
Harry Rosen always strived for long-term customer relationships by understanding and remembering their preferences. In 1954, he achieved this by keeping copious notes on index cards. Over decades of growth, this information had ballooned to close to half a million client files that could not be handled manually. A major technology initiative was undertaken by Harry Rosen Inc. The current customer relationship management platform is based on an end-to-end, integrated and mobile-enabled Infor CRM solution.
Infor CRM allows clothing advisors to share data between stores and segment customers by clothing preferences, shopping frequency and average purchase price, so they can make timely sales recommendations. After several years using the system, CIO Jackson identified how mobility could further improve sales effectiveness. When customers visited stores unannounced, clothing advisors needed to excuse themselves to access the customer database via a computer. Jackson's goal was to keep advisors face to face with customers nearly 100 percent of the time and increase the revenue value of each interaction. So Harry Rosen rolled out a mobile version of Infor CRM.
User adoption of the new platform with mobile capability has increased from 33% to over 95%, empowering clothing advisors and increasing their productivity and efficiency.
"My role as CIO is to align technology with the business and to provide our clothing advisors with a competitive edge through the most advanced clientele systems within the retail industry," Jackson said.
"Our 2015 winners are an outstanding example of the transformative power of IT to drive everything from revenue growth to competitive advantage," said Maryfran Johnson, CIO editor in chief.
Harry Rosen CIO Jackson will be recognized at the 28th annual CIO 100 Symposium & Awards Ceremony on Aug. 9-11 in Colorado Springs, Colorado.
See the full list of CIO 100 honorees. They will be featured in a CIO magazine Aug. 1 cover story.