BRP 2014 CRM/Unified Commerce Survey Summary

Comprehensive Retail Consulting

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This is Unified Commerce!(based on results from BRP’s 2014 CRM/Unified Commerce Benchmark

Survey)



This is Unified Commerce!

Customers have forced a fundamental reshaping of retail, demanding a seamless convergence of the in-store and digital experiences that transcends channels

http://bostonretailpartners.com/resources/crm-unified-commerce-benchmark-survey/



Where are you?

Where are you on the journey to deliver Unified Commerce?

Are you farther along the path than your competitors?

Has your organization unified enough to offer your customers a seamless shopping experience?




A Unified Approach

Achieving Unified Commerce requires a “unified” approach within the organization:• Strategic Customer Initiatives• Technology• Business Processes• Execution




Customer Experience Rules

Offering customers a seamless experience and ability to easily shift from one touchpoint to another




Top 3 Current Initiatives

Customer experience is the driver




Analytics is Key Enabler

Real-time analytics allows retailers to perform analysis on the customer, transaction and inventory data as it streams in




Engaging the Customer in Real-time

Real-time engagement requires capture of customer data and preferences at every touchpoint




Marketing and IT Collaboration

Unification is helped by creating senior-level role responsible for developing marketing technology strategy and evaluating and implementing technology solutions




Unified Commerce is the Mantra

Retailers that successfully deliver Unified Commerce will have done so by adopting a unified approach: • Unified initiatives• Unified processes• Unified technology• Unified execution




Internet of Things is Next Big Thing

IoT shifts the customer experience as marketers can now interact with customer after the purchase through communication with the item purchased


BRP 2014 CRM/Unified Commerce Survey Summary

Retail

Transcript of BRP 2014 CRM/Unified Commerce Survey Summary