Meeting The Needs Of The Cross-Channel Shopper

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

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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

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BrightTALK

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Today’s Panelists

Ken MorrisPrincipalBoston Retail Partners

Debbie HaussEditor-in-ChiefRetail TouchPoints

MODERATOR

Branden JenkinsGeneral Manager,Retail/eTailNetSuite

Meeting the Needs of the Cross-Channel Shopper

Ken MorrisPrincipal

Boston Retail Partners

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

Our experience covers a broad cross-section of retail segments...

Our Experience

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http://www.dansk.com/

Thought LeadershipSurveys/White Papers Speaking Engagements

Webinars/ Articles

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

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.

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

2014 POS Hardware Plans

Organization’s Mobile Strategy Drivers

Customer-Facing Mobile Services

POS Platform Expansion Plans

Omni-Channel Services

Identifying Customers at POS

Customer Information Available to Associates

Customer Information Available in Transaction

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 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


CRM

Business Intelligence

Ecommerce

PlanningMarketing

Support

Financials

Warehousing

Retail Hairball Eliminated



CUSTOMERSINVENTORY

ORDERS


CUSTOMERSINVENTORY

ORDERS

CENTRALIZATION IS REQUIED TO MEET CUSTOMER/BUSINESS

NEEDS

INNOVATION IS REQUIRED ATCUSTOMER TOUCHPOINTS



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…

Meeting The Needs Of The Cross-Channel Shopper

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Transcript of Meeting The Needs Of The Cross-Channel Shopper