BRP 2014 CRM/Unified Commerce Survey Summary
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Transcript of 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)
Comprehensive Retail Consulting
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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
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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?
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A Unified Approach
Achieving Unified Commerce requires a “unified” approach within the organization:• Strategic Customer Initiatives• Technology• Business Processes• Execution
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Customer Experience Rules
Offering customers a seamless experience and ability to easily shift from one touchpoint to another
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Top 3 Current Initiatives
Customer experience is the driver
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Analytics is Key Enabler
Real-time analytics allows retailers to perform analysis on the customer, transaction and inventory data as it streams in
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Engaging the Customer in Real-time
Real-time engagement requires capture of customer data and preferences at every touchpoint
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Marketing and IT Collaboration
Unification is helped by creating senior-level role responsible for developing marketing technology strategy and evaluating and implementing technology solutions
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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
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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
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Download the full report at http://bostonretailpartners.com/resources/crm-unified-commerce-benchmark-survey/