Beyond CRM: Why Luxury Retailers Are Turning to Clienteling

Why Clienteling Is the Future of Luxury

In an era where consumers expect more than just transactions, luxury retailers are rethinking how they connect with customers. Traditional CRM systems, while foundational, are no longer enough to meet the demands of today’s high-value shoppers. As explored in a recent Forbes article, clienteling is fast emerging as the key to building long-term relationships at scale.

CRM vs. Clienteling: What’s the Difference?

While CRM systems are essential for storing customer data, they often fall short in empowering store teams to act on it in meaningful, human ways. As the Forbes piece highlights, clienteling bridges that gap by enabling personalised, one-to-one interactions, driven by real-time insights and behavioural context.

Clienteling tools give in-store associates the power to:

• Understand preferences and purchase history at a glance

• Reach out with personalised recommendations or event invites

• Deliver consistent, high-touch service across channels

Why Luxury Needs More Than Just Data

For luxury retailers, the stakes are even higher. The customers they serve expect exclusivity, recognition, and thoughtful service, not just marketing automation. A clienteled customer is not only more loyal, but also far more valuable.

At Proximity, we’ve seen that a clienteled customer increases lifetime value by 4–5x compared to one who isn’t. That’s not just an uplift, it’s a transformation.

How Proximity Delivers Clienteling at Scale

Proximity is built specifically for luxury and premium retailers who want to combine operational excellence with exceptional service. Our platform connects fragmented data sources and gives store teams a beautifully simple tool that helps them:

• See the full customer profile at their fingertips, from online browsing to past purchases

• Schedule appointments, send personalised messages, and complete transactions all in one place

• Coordinate events and VIP activations with precision and ease

• Track performance and insights without the need for clunky spreadsheets or siloed systems

Trusted by Iconic Brands

From heritage jewellers to global fashion houses, retailers are using Proximity to build stronger customer relationships and drive higher performance. Our work with Helzberg Diamonds, Paul Smith, and Lafayette 148 to name a few, shows that when store teams are given the right tools, they deliver magic.

The Future of Luxury Retail Is Personal

As the Forbes article makes clear, the future belongs to brands that can combine digital intelligence with human warmth. Clienteling isn’t just a sales tactic, it’s a philosophy of service that fits the luxury mindset.

Proximity makes that future possible. We help store teams deliver the kind of high-touch, data-informed experiences that customers remember and return for.

Want to see how Proximity can elevate your retail experience?
Book a demo and discover what intelligent clienteling can do for your business.