Moving Beyond CRM & BI To Improve The Customer Experience

1,160 views
1,075 views

Published on

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.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,160
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
15
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Moving Beyond CRM & BI To Improve The Customer Experience

  1. 1. Moving Beyond CRM & BI To Improve The Customer ExperiencePresented by Session sponsored by
  2. 2. About CCS  8-part series (June 11-21)  Featuring industry analysts and consultants  Sessions covering Mobile, Social, In-Store, X-  Free for Retail executives Channel, and more www.retailtouchpoints.com/connected-consumer#CCSeries12
  3. 3. Follow The Webcast On Twitter #CCSeries12 @ConnectConsumer @RTouchPoints#CCSeries12
  4. 4. 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
  5. 5. BrightTALK#CCSeries12
  6. 6. Today’s Panelists Kevin Permenter Joe Dalton Research Associate, Supply CMO Chain Management PivotLink Aberdeen MODERATOR Andrew Gaffney Publisher Retail TouchPoints#CCSeries12
  7. 7. Integrating the Voice of the Customer across Channels Kevin Permenter Aberdeen Retail and Consumer Markets Practice© AberdeenGroup 2009
  8. 8. Aberdeen Fast Facts Reaching over 14 million end-users, subscribers and members 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© © AberdeenGroup 2009 AberdeenGroup 2011 Twitter: #scm #supplychain 8
  9. 9. Domain Expertise Communications Customer Enterprise Global Supply GRC/Financial IT Management Applications Management Management Infrastructure Business Human Capital Intelligence Management Supply Chain Service Retail and Product Manufacturing IT Security Management Management Consumer Innovation Markets and Engineering© © AberdeenGroup 2009 AberdeenGroup 2011 Twitter: #scm #supplychain 9
  10. 10. The PACE Framework Aberdeen’s Methodology External and internal forces that impact an organization’s Pressures: market position, competitiveness, or business operations. The strategic approaches that an organization takes in Actions: response to industry pressures. The business competencies (organization, process, etc…) C apabilities: required to execute corporate strategy. The key technology solutions required to support the Enablers: organization’s business practices.© © AberdeenGroup 2009 AberdeenGroup 2011 Twitter: #scm #supplychain 10
  11. 11. “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© © AberdeenGroup 2009 AberdeenGroup 2011 11
  12. 12. Thank You For Your Interest In The Connected Consumer Series View the on-demand session on BrightTALK www.retailtouchpoints.com/connected-consumer#CCSeries12

×