Question 1

What is clienteling?

Accepted Answer

Clienteling is the practice of building long-term, personalised relationships between store associates and their highest-value customers. It uses client data, structured outreach and communication tools to turn one-time shoppers into loyal, repeat clients — and is most commonly used by luxury, premium and specialty retailers.

Question 2

How is clienteling different from CRM?

Accepted Answer

CRM (customer relationship management) is a database — it stores customer information. Clienteling is what you do with that information: structured one-to-one outreach by store associates, designed to deepen relationships and drive repeat sales. CRM is the system of record. Clienteling is the activity that builds loyalty.

Question 3

Who uses clienteling software?

Accepted Answer

Clienteling software is used by retail brands whose business depends on long-term client relationships — primarily in luxury, fashion, jewellery, beauty and lifestyle. Users include store associates, retail managers, CRM teams and operations leaders. It's used in single-store boutiques and global chains alike, from Max Mara to Paul Smith to Helzberg Diamonds.

Question 4

What ROI does clienteling deliver?

Accepted Answer

Clienteling typically delivers a 20–30% increase in average transaction value, 80%+ response rates to personalised social messaging, and significantly higher repeat-purchase rates. Proximity's retail customers see over $1M in attributable sales per month and a 150% uplift in client data capture. ROI is highest where adoption is highest.

Question 5

Is clienteling only for luxury retailers?

Accepted Answer

No. While clienteling is most established in luxury, it's increasingly used by premium and specialty retailers across fashion, beauty, jewellery, lifestyle and homewares. Any retailer whose business benefits from repeat purchases and personal client relationships — rather than purely volume transactions — is a strong fit.

Videos

Fortnum & Mason’s Clienteling Platform

Paul Smith Case Study

Helzberg Case Study

Lafayette 148 Case Study

Joseph Case Study

Appointment Booking – Video Demo

The Art & Science of Clienteling with Gogo Cheng

Collection Builder – Video Demo

Commerce Hub – VIDEO DEMO

Communication Channels – VIDEO DEMO

Email Outreach & Automated Task – VIDEO DEMO

Known Customer – VIDEO DEMO

WATCH OUR RETAIL SUPER-APP DEMO

Proximity’s updated UI

Unknown Customer Profile – VIDEO DEMO

Contactless Customer Capture – VIDEO DEMO

Still Curious?

London Office

New York Office

Sydney Office