Comprehensive Retail Consulting
1©2014 Boston Retail Partners. All rights reserved
This is Unified Commerce!
(based on res...
Comprehensive Retail Consulting
2©2014 Boston Retail Partners. All rights reserved
This is Unified Commerce!
 Customers h...
Comprehensive Retail Consulting
3©2014 Boston Retail Partners. All rights reserved
Where are you?
 Where are you on the j...
Comprehensive Retail Consulting
4©2014 Boston Retail Partners. All rights reserved
A Unified Approach
 Achieving Unified ...
Comprehensive Retail Consulting
5©2014 Boston Retail Partners. All rights reserved
Customer Experience Rules
 Offering cu...
Comprehensive Retail Consulting
6©2014 Boston Retail Partners. All rights reserved
Top 3 Current Initiatives
 Customer ex...
Comprehensive Retail Consulting
7©2014 Boston Retail Partners. All rights reserved
Analytics is Key Enabler
 Real-time an...
Comprehensive Retail Consulting
8©2014 Boston Retail Partners. All rights reserved
Engaging the Customer in Real-time
 Re...
Comprehensive Retail Consulting
9©2014 Boston Retail Partners. All rights reserved
Yes - within 12
months
5%
Yes - within ...
Comprehensive Retail Consulting
10©2014 Boston Retail Partners. All rights reserved
Unified Commerce is the Mantra
 Retai...
Comprehensive Retail Consulting
11©2014 Boston Retail Partners. All rights reserved
Internet of Things is Next Big Thing
...
Comprehensive Retail Consulting
12©2014 Boston Retail Partners. All rights reservedwww.bostonretailpartners.com
Download t...
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BRP 2014 CRM/Unified Commerce Survey Summary

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Within 5 Years, 75% of Retailers Plan to Identify Customers when they Walk in the Store, According to Boston Retail Partners’ 2014 CRM/Unified Commerce Benchmark Survey

The 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers offers insights into retailers’ current state and planned initiatives, priorities, and future trends that relate to customer relationship management (CRM) practices associated with the retail industry’s shift to Unified Commerce.

Published in: Retail, Business, Technology
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BRP 2014 CRM/Unified Commerce Survey Summary

  1. 1. Comprehensive Retail Consulting 1©2014 Boston Retail Partners. All rights reserved This is Unified Commerce! (based on results from BRP’s 2014 CRM/Unified Commerce Benchmark Survey)
  2. 2. Comprehensive Retail Consulting 2©2014 Boston Retail Partners. All rights reserved 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
  3. 3. Comprehensive Retail Consulting 3©2014 Boston Retail Partners. All rights reserved 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?
  4. 4. Comprehensive Retail Consulting 4©2014 Boston Retail Partners. All rights reserved A Unified Approach  Achieving Unified Commerce requires a “unified” approach within the organization: • Strategic Customer Initiatives • Technology • Business Processes • Execution
  5. 5. Comprehensive Retail Consulting 5©2014 Boston Retail Partners. All rights reserved Customer Experience Rules  Offering customers a seamless experience and ability to easily shift from one touchpoint to another 28% 16% 3% 62% 63% 72% 0% 20% 40% 60% 80% 100% Use Mobile Marketing Have Real-time Retail from POS Identify Customers Walking in Store Overall Customer Experience Initiatives Today Plan in 5 Yrs
  6. 6. Comprehensive Retail Consulting 6©2014 Boston Retail Partners. All rights reserved Top 3 Current Initiatives  Customer experience is the driver 95% 69% 63% 0% 20% 40% 60% 80% 100% Customer Experience/ Customer Engagement Customer Analytics (Lifetime Value, RFM, etc.) Customer Segmentation Top 3 Current Initiatives
  7. 7. Comprehensive Retail Consulting 7©2014 Boston Retail Partners. All rights reserved Analytics is Key Enabler  Real-time analytics allows retailers to perform analysis on the customer, transaction and inventory data as it streams in 61% 41% 31% 0% 10% 20% 30% 40% 50% 60% 70% Real-time analytics Real-time retail from POS (Amazon experience at the store) Ability to identify customers when they walk in the store via their smartphones Initiatives Planned for Next 2 Years
  8. 8. Comprehensive Retail Consulting 8©2014 Boston Retail Partners. All rights reserved Engaging the Customer in Real-time  Real-time engagement requires capture of customer data and preferences at every touchpoint 56% 50% 45% 41% 0% 10% 20% 30% 40% 50% 60% Mobile Marketing Customer-Facing Technology Analytics/ Dashboards/ Business Intelligence Campaign Management CRM Technology Planned for Next 2 Years
  9. 9. Comprehensive Retail Consulting 9©2014 Boston Retail Partners. All rights reserved Yes - within 12 months 5% Yes - within 1-3 years 10% Yes - meframe unclear 11% No plans at this me 74% Plans for Marke ng Technologist Role Marketing and IT Collaboration  Unification is helped by creating senior- level role responsible for developing marketing technology strategy and evaluating and implementing technology solutions
  10. 10. Comprehensive Retail Consulting 10©2014 Boston Retail Partners. All rights reserved 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
  11. 11. Comprehensive Retail Consulting 11©2014 Boston Retail Partners. All rights reserved 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
  12. 12. Comprehensive Retail Consulting 12©2014 Boston Retail Partners. All rights reservedwww.bostonretailpartners.com Download the full report at http://bostonretailpartners.com/resources/crm-unified-commerce-benchmark-survey/

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