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Retailer retention program

Review Retailer retention program

The idea is to target retailers who are struggling.  These retailers can be identified in 2 ways.

  • Retailers with low parity 
  • Retailers with low / no sales in comparison to number of products listed

Retailers with low / no sales could be a result of low inventory parity.  I would propose that this program starts by targeting those retailers with low parity as a first stage.

Initially we should review inventory parity and review all retailers with a parity < 5%.  We can then expand to look at <10%, <15% etc.  This is across all retailers, once this stage is completed we can focus on retailers who have gone live on a marketplace in a set timeframe (eg - Retailers who went live on a marketplace between 30 and 60 days ago).  THis would be run monthly to identify retailers than need to be reviewed that month.

Steps:

  • Review retailer site to determine why parity is low
    • Do they have errors? Have they blocked / excluded products? Do they have a large number of products requiring mapping?
  • Check Freshdesk for recent tickets.  If the reason they have low parity is addressed in a recent support ticket then no follow up from us is required.
  • Check the retailer is not currently being helps by the onboarding team
  • Reach out to retailer in email.  Point out the issues and offer a call to discuss if needed.

How will we track those who we have helped?

We need to be able to track those retailers who we have helped so that we can review the effectiveness of the program.  We need to be able to record the retailer site name and the date that we initially reached out to them.  In reporting this date could then be used to show parity / revenue improvement in the x months following, also maybe track if there is a reduced churn rate for those retailers assisted.

Ideally this should be recorded in Omnivore.  A way to add a AM assisted date on the retailer record.  Alternatively we can maintain a separate spreadsheet like we currently do for reporting contacts.  Perhaps if we have a shared spreadsheet to show those retailers who need to be checked we can add a date on this spreadsheet that I can then extract for the reporting.

All notes / emails should be added to Hubspot.  We could potentially add a flag in hubspot for the date assisted flag... but I do not think this can be easily linked back to site code for reporting.