Moving Beyond CRM & BI To Improve The Customer Experience
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Moving Beyond CRM & BI To Improve The Customer Experience Presented by Session sponsored by
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The consumer is now driving the ways retailers respond to current product trends and customer service demands. Retailers need to shift from a product-centric to a customer-centric focus in order to compete with the variety of retail channels available to today’s connected shoppers. This session will focus on best-in-class strategies around using analytics to define customer segments and deliver a more personalized shopping experience.
Transcript of Moving Beyond CRM & BI To Improve The Customer Experience
Moving Beyond CRM & BI To Improve The Customer
Experience
Presented by Session sponsored by
#CCSeries12
About CCS
8-part series (June 11-21)
Sessions covering Mobile,
Social, In-Store, X-
Channel, and more
www.retailtouchpoints.com/connected-consumer
Featuring industry
analysts and consultants
Free for Retail executives
#CCSeries12
Follow The Webcast On Twitter
#CCSeries12@ConnectConsumer
@RTouchPoints
#CCSeries12
About Retail TouchPoints
Launched in 2007
More than 20,000 subscribers
Provide executives with relevant,
insightful content
Free Resources such as White Papers,
E-book, Webinars, Research and
Podcasts
www.RetailTouchPoints.com
#CCSeries12
BrightTALK
#CCSeries12
Today’s Panelists
Kevin PermenterResearch Associate, Supply
Chain Management
Aberdeen
Andrew GaffneyPublisher
Retail TouchPoints
MODERATOR
Joe DaltonCMO
PivotLink
© AberdeenGroup 2009
Integrating the
Voice of the
Customer across
Channels
Kevin Permenter Aberdeen Retail and Consumer
Markets Practice
© AberdeenGroup 2009 8© AberdeenGroup 2011Twitter: #scm #supplychain
Aberd
een
Fast F
acts
Over 22,500
executive interviews
conducted per year Library containing
thousands of
research documents
Read by
90% of Fortune 1000,
75% of Global 500
and 93% of Software 500
Reaching over
14 million end-users,
subscribers and members
© AberdeenGroup 2009 9© AberdeenGroup 2011Twitter: #scm #supplychain
Dom
ain
Expe
rtis
e
9
Supply ChainManagement
Global SupplyManagement
Product Innovation
and Engineering
Manufacturing
EnterpriseApplications
CustomerManagement
Retail andConsumer
Markets
Service Management
IT Infrastructure
Human CapitalManagement
Communications
BusinessIntelligence
GRC/Financial Management
IT Security
© AberdeenGroup 2009 10© AberdeenGroup 2011Twitter: #scm #supplychain
The PACE Framework
C
E
Pressures:External and internal forces that impact an organization’s
market position, competitiveness, or business operations.
Actions:The strategic approaches that an organization takes in
response to industry pressures.
Capabilities:The business competencies (organization, process, etc…)
required to execute corporate strategy.
Enablers:The key technology solutions required to support the
organization’s business practices.
10
Aberd
een
’s M
eth
odo
logy
© AberdeenGroup 2009 11© AberdeenGroup 2011
“Customer Loyalty is really all about is putting the
customer at the center of all decisions…we’re
bringing customer data into what historically have
been merchandising decisions. ” Macy’s CMO
Peter Sachse at NRF’s Big Show January 2012
#CCSeries12
www.retailtouchpoints.com/connected-consumer
Thank You For Your Interest In The Connected Consumer Series
View the on-demand
session on BrightTALK
