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For luxury houses and boutiques

Luxury retail CRM and CRM for luxury brands

A luxury retail CRM keeps each client's purchases, sizes, taste and important dates with the house, scores who matters most and tells every client advisor whom to contact next. Clientele adds the reason, the opportunity value and a personal message ready to send.

  • VIP score from 0 to 100 with Platinum, Gold, Silver and New tiers
  • Client books per advisor that stay with the house
  • Consent per channel, encryption at rest, export and erasure per client
Show my Money Feed See pricing

The luxury difference

Fewer clients, longer relationships, higher stakes

A mass retailer counts customers in millions and talks to them through campaigns. A luxury house can earn a large share of a boutique's revenue from a few hundred clients who buy several times a year, and those clients expect to be known: their size without asking, the color they never wear, the name of the assistant who books for them, the date their daughter graduates.

That knowledge has always lived with the client advisor, in a notebook, a personal phone or a good memory. It is the most valuable asset in the boutique and the least protected. A luxury retail CRM has two jobs: keep that knowledge with the house, and turn it into the right conversation at the right moment, every day, for every advisor, not only the stars.

Generic CRM next to a CRM built for client advisors

Many luxury groups already own a CRM. The gap is rarely data, it is what happens on the floor with it.

How a general purpose CRM and Clientele approach the same client

Built for

General purpose CRM
Marketing teams and sales pipelines
Clientele luxury retail CRM
Client advisors on the boutique floor

Client record

General purpose CRM
Contact details, segments, campaign history
Clientele luxury retail CRM
Sizes, taste tags, dates, household, notes, consent per channel, every message

Priority

General purpose CRM
Lists you build and filter
Clientele luxury retail CRM
VIP score and a ranked Money Feed each morning

Outreach

General purpose CRM
Campaign blasts from head office
Clientele luxury retail CRM
One to one messages under the advisor's name

Advisor leaves

General purpose CRM
Contacts stay, context is lost
Clientele luxury retail CRM
Book reassigned with full history in a few clicks

Proof

General purpose CRM
Open and click rates
Clientele luxury retail CRM
Revenue credited to the advisor who reached out

A VIP score that respects how luxury clients buy

Every client in Clientele carries a score from 0 to 100. It weighs lifetime value most, then how recently they bought, how often, and their average ticket. Above 80 a client is Platinum, above 62 Gold, above 40 Silver, and everyone else is New. The score updates as purchases arrive, so a client who spends heavily this season rises without anyone editing a spreadsheet.

The score is not a vanity badge. It feeds the Money Feed: when two clients have a good reason to hear from you today, the one who matters more to the house comes first. It also tells a new advisor, on their first morning, which twenty names in an inherited book deserve a personal introduction.

The profile behind the score is described in detail on the page about customer profile retail teams rely on.

Luxury jewelry boutique with an associate reviewing her client list on a phone at the vitrine

Rolling out across boutiques

How a luxury brand goes live store by store

  1. 01

    Bring in the clients

    Import client and purchase exports from your POS as CSV, connect Shopify for online clients, and on Brand and above add POS connectors and e-commerce webhooks so new sales arrive without exports.

  2. 02

    Map books to advisors

    Assign each client to the advisor who last served them, or to a store pool. Unassigned clients go to the store manager so nobody falls through.

  3. 03

    Set the house tone

    Choose discreet, warm or formal, the sign off, and words the house never uses. Every draft follows it, so forty advisors still sound like one maison.

  4. 04

    Set store rules

    Daily list size per advisor, reasons to switch off, quiet hours. Flagship adds store level rules and playbooks with your own triggers.

  5. 05

    Open the first feed

    The next morning each advisor opens a ranked list on their phone. Managers watch sends, snoozes and completions per boutique.

  6. 06

    Prove it worked

    From Brand, sales within the attribution window after a message are credited to the advisor, with a leaderboard per store.

Discretion built into the record

Luxury clients trust a house with details they would not share elsewhere: addresses of second homes, names of partners, gifts that must stay a surprise. Clientele treats that information accordingly.

  • Encryption at rest for contact data and notes.
  • Role based access so an associate sees their own book and a manager sees the store.
  • Consent per channel with date and source, granted, denied or withdrawn.
  • Export and erasure per client for GDPR and CCPA requests.
  • Audit log of sensitive actions such as reassignments and deletions.

Enterprise adds SSO with SAML, SCIM provisioning, custom roles, EU or US data residency and a DPA. More detail is on the clienteling GDPR compliance page.

Plans for houses of every size

Boutique

Advisors and stores
Up to 3 advisors, 1 store
Billed yearly
$99 a month

Brand

Advisors and stores
Up to 15 advisors, 3 stores
Billed yearly
$299 a month

Flagship

Advisors and stores
Up to 50 advisors, 15 stores
Billed yearly
$999 a month

Enterprise

Advisors and stores
Unlimited advisors, up to 500 stores
Billed yearly
$2,499 a month

Month to month billing costs twice as much. Every plan includes the Money Feed for every advisor; plans differ in client profiles, AI written messages, SMS and the management features above. See the full comparison on the pricing page, or try the clienteling software demo first.

FAQ

Luxury retail CRM questions from retail directors

What makes a luxury retail CRM different from a normal CRM?

A normal CRM is built for pipelines, campaigns and head office reporting. A luxury retail CRM is built for client advisors who sell to a few hundred people each over many years. It needs sizes, taste, important dates, households and consent per channel in one profile, and a daily list of who to contact, not a dashboard of segments.

Can a luxury brand with several boutiques use Clientele?

Yes. Brand covers up to 15 associates in up to 3 stores, Flagship up to 50 associates across up to 15 stores with multi store reporting and store level Money Feed rules, and Enterprise covers up to 500 stores with SSO, SCIM provisioning, custom roles and a choice of EU or US data residency.

Who owns the client relationship, the advisor or the house?

Both, in different ways. The advisor owns the day to day relationship: clients sit in their book and messages go out under their name. The house owns the record. When an advisor moves on, a manager reassigns the book and the full history moves with it.

How does Clientele handle privacy for high net worth clients?

Contact data and notes are encrypted at rest, access follows roles (owner, manager, associate), consent is recorded per channel with its date and source, and every client can be exported or erased on request. Messages leave only on channels with consent and only between 8 am and 8 pm in the client's time zone.

Does a luxury retail CRM replace our point of sale?

No. Your POS stays the system for stock, payments and receipts. Clientele reads purchases from it (CSV on every plan, connectors and webhooks from Brand) and Shopify, and turns them into client knowledge and daily outreach.

Is there a free plan or a sales call before we start?

Neither. Plans start at $99 a month billed yearly and every plan, Enterprise included, is bought through self serve checkout. The homepage demo builds a sample Money Feed from your list once, at no cost, so you can judge the product before paying.

Keep reading

Run your client list through a luxury retail CRM

Upload an export of your top clients or use our sample boutique. You see which advisors should call whom this week, why, and the value at stake.

Show my Money Feed See pricing

Plans from $99 a month billed yearly. Subscriptions only, cancel at the end of any period.