Post on 01-Nov-2014
description
Meeting The Needs OfThe Cross-Channel Shopper
Presented by Session sponsored by
#CCSeries13
About CCS 2013
9 Webinars, 4 Days
Sessions covering
Mobile, Social, Store
Ops,
X-Channel, and more
Featuring industry
analysts and
consultants
Free for Retail
executives www.retailtouchpoints.com/connected-consumer-2013
#CCSeries13
Follow The Webcast On Twitter
#CCSeries13@ConnectConsumer
@RTouchPoints
#CCSeries13
About Retail TouchPoints
Launched in 2007
More than 25,000 subscribers
Provide executives with relevant,
insightful content
Free Resources such as White
Papers, E-book, Webinars, Research
and Podcasts
www.RetailTouchPoints.com
#CCSeries13
BrightTALK
#CCSeries13
Today’s Panelists
Ken MorrisPrincipalBoston Retail Partners
Debbie HaussEditor-in-ChiefRetail TouchPoints
MODERATOR
Branden JenkinsGeneral Manager,Retail/eTailNetSuite
Page 7
Meeting the Needs of the Cross-Channel Shopper
Ken MorrisPrincipal
Boston Retail Partners
Page 8
We are a leading independent retail management consulting firm
Built with a unique professional profile• Managed by industry-recognized leaders• All firm members have retail line management experience
• Several served as officers of major corporations• Comprehensive functional and technical experience
• Recruits experienced professionals in Customer Relationship Management , retail/store operations, merchandise management, supply chain management and retail technology
Relevant experience working with specialty retailers on Customer Relationship Management, retail operations, strategy, selection and deployment of Mobile Customer, Point-of-Sale, Merchandising and Supply Chain solutions
History of serving acknowledged industry leaders
No exclusive partnerships or alliances with software or hardware providers
About Boston Retail Partners
• Sephora
• CVS
• Walmart
• Eastern Mountain Sports
• J. Crew
• Brooks Brothers
• TJX
• Ann Taylor
• Target
• Kohl’s
• TBC Corp
• Vera Bradley
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Our experience covers a broad cross-section of retail segments...
Our Experience
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Thought LeadershipSurveys/White Papers Speaking Engagements
Webinars/ Articles
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The Evolution of Retail
Before 1980s The FutureDistributed POS model• Basic cash register and cash drawer
Omni channel retail puts it in the customer’s hands
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The Customer is the Center of the Universe
Customers now have the freedom to achieve their goals throughout the shopping process…
…usingwhichever
channels and touch points they prefer.
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14th Annual POS Benchmarking Survey
• Surveyed more than 500 North American retailers in October – December 2012
• Specialty retailers account for more than half of respondents
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2014 POS Hardware Plans
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Organization’s Mobile Strategy Drivers
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Customer-Facing Mobile Services
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POS Platform Expansion Plans
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Omni-Channel Services
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Identifying Customers at POS
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Customer Information Available to Associates
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Customer Information Available in Transaction
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www.bostonretailpartners.com
Meeting the Needs of Cross-Channel Shoppers
Branden Jenkins
GM of Retail / eTail
NetSuite Inc.
23© NetSuite Inc. 2013
© NetSuite Inc. 2013
Today’s Multi-Touchpoint World
Computer
POS
Tablet
Facebook / Social
Phone
© NetSuite Inc. 2013 25
Delivering a Seamless Consumer Shopping
Experience
OmniChannel Becomes Mainstream
Buy Online and Pick up In-Store
Check Inventory at Other Stores
Buy Online and Return In-Store
Order Inventory at Other Stores
Order Online from the POS
True Cross-Channel Merchandising
Stores as Fulfillment Centers
Delivering a Seamless Consumer Shopping
Experience
The Typical Way – Hairball of Systems
Point of Sale
Inventory & Merchandise Management
© NetSuite Inc. 2013
CRM
Business Intelligence
Ecommerce
PlanningMarketing
Support
Financials
Warehousing
Retail Hairball Eliminated
© NetSuite Inc. 2013
Retail Hairball Eliminated
© NetSuite Inc. 2013
© NetSuite Inc. 2013
CUSTOMERSINVENTORY
ORDERS
© NetSuite Inc. 2013
CUSTOMERSINVENTORY
ORDERS
CENTRALIZATION IS REQUIED TO MEET CUSTOMER/BUSINESS
NEEDS
© NetSuite Inc. 2013
INNOVATION IS REQUIRED ATCUSTOMER TOUCHPOINTS
© NetSuite Inc. 2013
© NetSuite Inc. 2013
Pillars of Omnichannel Success
360 view of the customer ⁰
Accurate, globally visible inventory
Centralized pricing and promotions control
Industry standard customer experience tools
“Multi-Everything” support
Collect, monitor, and analyze data
Aligning the brand and messaging
Appropriate security for cloud access
Always-current on the latest release
#CCSeries13
Q&A
#CCSeries13
Q&A // Panelists
Ken MorrisPrincipalBoston Retail Partners
Debbie HaussEditor-in-ChiefRetail TouchPoints
MODERATOR
Branden JenkinsGeneral Manager,Retail/eTailNetSuite
#CCSeries13
Embracing “Showrooming” Through Interactive Retail
Today, 2 PM ET / 11 AM PT
Thank You For Joining Us
www.retailtouchpoints.com/connected-consumer-2013
The next Connected Consumer Series session…