The client is loyal to the advisor, not the house.
Every piece leaves the boutique with a serial number and a person attached to it. The house tracks the first. The second lives wherever the advisor keeps it. We build the client record instead — appointment, consideration, allocation, purchase, aftersales, the next occasion — held across boutiques and ecommerce, staffed and measured without turning a relationship into a lead queue.
Clienteling notes stay in the boutique.
Paris knows the anniversary. Miami knows the wrist size. Ecommerce holds an email address collected at checkout, and WhatsApp holds everything else on one advisor's phone. Same client, four records, nothing passing between them — so the house cannot say what that client is worth across channels, who spoke to them last, or what was promised in the salon.
Discretion is a permission, not a promise.
Luxury — clientelingWhat one client looks like across every boutique.
One client, every door
Identity resolution across POS — Cegid, Retail Pro, NewStore — plus Shopify Plus or Salesforce Commerce Cloud and the appointment book. Deduplication rules, household links so a spouse's purchase attaches, and a survivorship policy naming which source wins.
Where the piece went, and why
Demand modelled as a dated request against a reference, metal and size, carrying boutique, advisor and priority inputs. Allocation decisions are written down with their reason, so the house can explain where a piece went.
What marketing sees, and what it does not
Team and property-level permissions so marketing sees the segment and never the purchase. Consent captured per region, and erasure or suppression handled without destroying the sale history finance and aftersales still need.
The book survives the advisor
Client ownership as a field with history, notes in the CRM rather than a personal phone, handover tasks triggered on departure, and coverage rules so no client goes a season uncontacted between advisors.
Repairs that return clients
Service and repair intake linked to serial number, movement number or certificate, and to the original sale. Turnaround visible in the boutique, and completion routed back to the advisor as a reason to call the client.
Clients kept, not transactions rung
Lifetime value modelled per client and per household, sell-through read by reference rather than category, and advisor performance measured on clients retained and reactivated instead of transactions rung.
Built with the advisors in the room.
Boutique walkthrough
Two weeks inside the boutiques and the back office. We trace one client end to end — appointment, sale, repair, reactivation — and record every place the record splits or the advisor works around the system.
Client model
We define the client, household, piece and request objects, the permission surface, and the consent rules per market. Written down and agreed with retail, ecommerce and legal before anything is configured.
Build and migrate
HubSpot architected against the POS and commerce platform, migrations run with survivorship rules applied, waitlist and aftersales workflows live, reporting built on the definitions retail directors already argue about.
Hand to the house
Advisors trained on their own clients, not a demo portal. Admin runbook, data dictionary and permission map handed to the house, so the system can be changed without calling us.
The waitlist is not a list.
A scarce reference lands twice a year. Priority lives in a boutique spreadsheet, a director's memory and a WhatsApp thread, and the same client waits in three cities under three spellings of their name. The CRM ends up with a waitlist property nobody trusts, and allocation is settled by whoever shouts loudest. Priority has to be a dated request with a written decision against it.
