Webinar on 5 Ways to Manage and Enhance Customer Loyalty – a resounding success

CitiXsys conducted a webinar on 5 ways to manage and enhance customer loyalty on 29th Sept. and it was a resounding success.

The topic and discussion on Customer Loyalty is quite pertinent – more so after the businesses, especially retail have come out of serious recessionary times. As much important is to acquire new customers, it is equally important, if not more to retain the existing ones. Cost and the time value of money required to acquire a new customer is over 6 times more than what is required to retain an existing one.Happy and Loyal Customer

Customers who are loyal are happy customers. In today’s world where Social Media is an integral part of one’s being; it very soon transforms into evangelism. A happy customer narrates his experience on his social network and soon the experience/testimonial becomes viral.

The webinar also discussed different techniques and ways by which customer retention can be managed and enhanced. The one important building block is to have an integrated loyalty and customer management system – A system that is tightly integrated with the other operational processes for example retail, customer support, finance, sales and logistics.

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Three steps to make buying the right software easy!

Computer technology is an integral part of business today across all organisations and industries. Underpinning daily operations and providing a strategic and competitive advantage for all facets of business, be it small, large, public or private.

Despite this, many businesses find it difficult to identify the solutions that best fit their requirements. This is evident in the market with a trail of failed projects that have not delivered business benefits or a positive outcome. The focus on “cost” method of procuring software solutions is a large contributor to these projects.

With so many choices available to business today the importance of identifying and defining the requirements of the organisation are crucial. This is the case not only for the successful transition to a new software solution but also the business benefits and return on investment that is desired.

Shifting the focus onto the benefits to the business and return on investment rather than mainly cost can only be achieved by taking the time to really understand the needs of the business. There are three steps that will assist in this process.

The steps, As-Is process mapping followed by analysis and process improvement and finally prioritising.

As-Is Process Mapping

The value of this step cannot be overstated. By mapping your current business processes and how they relate to each other you will have the crucial base from which to perform the next step of process improvement.

The best way to perform this step is to draw up a flow chart that identifies step by step how each process is done and how and where they relate to each other. There are many off the shelf tools to help with this, simply Google “flow charting software”.

Analysis and Process Improvement

Now that you have a clear picture of current business processes and the flow, this can be used to identify opportunities for increased efficiencies and process improvements.

Explore the process itself first, identifying how it can be improved. Then outline the benefits to these improvements.

Having identified real business benefits are possible from the improvements, the As-Is flow chart should be adjusted to reflect the changes. This is now the To-Be flow chart. This reflects the new processes as agreed.

These now make up the list of requirements. Once this is documented this list needs to move to the next step, Prioritising.


Now that the To-Be has been decided on and the requirements list complied, the need to prioritise is a commercial one. All requirements come at a cost and there is a point where the benefit of fulfilling a certain requirement is outweighed by the investment to do so. Remembering, that the goal is to procure the best solution that is commercially viable for the business, we need a mechanism that will allow us to do this on a specific task level. Assigning a level of priority as outlined below empowers the decision maker to evaluate a solution based on return on investment and business benefits.

Mandatory – Essential requirements to the business

Desirable – Important requirements to the business

Optional – Nice to have

The time invested in this process will ensure that the software solution that is procured will be a good fit for the requirements of the business and will help avoid some of the pitfalls of software acquisition. This will also help to avoid the software selection of a product that presents very well at demonstration but doesn’t deliver to expectations.

Optimising the return on investment and delivering the desired business benefits.

iCharge 10.0 Why Should You Upgrade?

CitiXsys iCharge 10.0 is an enhanced, upgraded version of CitiXsys Credit Card solution. iCharge has a lot of new features which have been incorporated keeping the various business scenarios in mind. Some of the features which make for a compelling reason to upgrade to iCharge 10 are mentioned below

Why Upgrade

  • Synchronized processing between Credit Card Gateway and Document Posting in SAP Business One

Do you face situations where the document that was posted successfully in SAP Business One and the credit card authorization/settlement failed? Or let’s or say, the authorization/settlement of credit card was done successfully and the document did not post in SAP Business One?

With iCharge you can now keep your payment gateway and the SAP Business One completely synchronized.

  • Draw multiple base documents while Authorization / Settlement of Credit Cards

Do you want to create one invoice for multiple deliveries for a customer? Do you want to create one delivery for multiple sales orders? With iCharge you can now draw multiple base documents for creating a single target document.

  • Void Authorized transactions

With iCharge now you need not to go to Payment gateway and void the payment manually. Voiding the authorized transaction is just a click away with iCharge.

Does your business process require the document topassthrough many approval stages? With iCharge you can now have sales orders, deliveries and invoices go through SAP Business One configured approval processes.

What’s New?

Mentioned below is a detailed comparison between the two versions of iCharge.

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Retailers adapt mobility to remain competitive

Mobility is about transacting real time data at the point of activity and accessing relevant business information whenever or wherever required. In retail this allows more staff to be available on the shop floor, where the customers are, and not at the back office.  The benefit of concentrating staff availability in customer facing areas can have a marked impact in the perception of service offered thus making the retailer more agile and competitive.

Mobile POS

Everyday more sophisticated and flexible solutions are provided by mobile computing platforms that are becoming more and more attractive to retailers.  This is due to wide acceptance of Wi-Fi and 3G networks as an everyday technology and the advantages they brings in being always connected, allowing instantaneous update of data, and real time provision of information to store employees at the point of activity as well as corporate bosses in any device.

Mobility of technology is often achieved through the provision of hand-held devices like iPhone, iPad, Android based devices and many more, which can be used to transact a process in software solution at the point of sale or where the work needs to take place. Managers can access consolidated data with a click of a button on any device possible.

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Reeves Floral Products Inc.

“I would like to take a moment to compliment you on the team you have working for you. I have worked on several implementations in the past and have never worked with a group who wereas eager and talented asyour associates.
Even with the time difference between India and the United States, the ren ever seems to bean issue completing any development that arises.
Thank you again for all your help.”

Chuck Woodring, Warehouse Manager, ReevesFloral Products,Inc.

MiniJumbuk (a Retail – Home Wares company)

“We needed a better system to support our company, so we went with SAP®. Our retail shop also needed an easier, user friendly system which integrated with SAP so we selected iVend Retail. We are now better able to track transactions through the system and can also create gift certificates on the fly.”

“Due to our location, the CitiXsys team arrived on Saturday night, and on Sunday, they began training some of the staff that were commissioned to handle this transition at MiniJumbuk. The software was loaded on either Sunday or Monday and was tested out that very day. It’s incredible but we actually went live on Tuesday,”

Angela Hahn, MiniJumbuk, Australia

Nagreeka Foils Ltd

“A key win for us is that managers will be able to access information instantaneously as and when required, instead of waiting up to two weeks for a report. As a result, strategic planning will be better supported, enabling us to react faster to changing market requirements. Having a single, accurate, and up-to-date source of information for all employees will increase coordination between departments and reduce errors. As a result, our operations will run more smoothly – and more cost-effectively.”

“With SAP, we know we have a road map that we can follow in the future without encountering integration issues as we develop. And we know we can rely on CitiXsys to help us exploit the full potential of SAP software.”

Mr. Satish Patwari, Managing Director


HILLZEEZ, Australia

“I’ve worked with many support partners on many solutions, and without hesitation, I can say CitiXsys has met my expectations in areas where many previous ‘support’ partners haven’t. They take an interest in your business processes and don’t expect you to compromise for the sake of the product. If you are not happy in an area that you feel has not met your expectation, they will act to remedy it at once, taking the approach that if one client wants this today, it will most likely be another client expecting it tomorrow. Remote support is no issue; it is like they are on your doorstep anyhow.”

Glenn Callegari Managing Director

Silicon Valley Sports Entertainment, USA (Sharks)

“The implementation and roll out of iVend Retail at SVSE utilizing the consulting resources of CitiXsys was definitely a positive experience. We found their attention to detail matched our Company’s high standards of quality and customer satisfaction. Communications between all parties was prompt and professional. We will continue to grow our business using software and services from CitiXsys”

Mary Keen, GM Merchandize