Your SlideShare is downloading. ×
0
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

How Online Retailers Deliver World-Class Customer Experiences with WCM and Ecommerce Integration

404

Published on

Recent research from Gleanster revealed that 95% of Top Performing retail marketers ranked the online customer experience as a source of competitive advantage. Let’s face it, customers are in …

Recent research from Gleanster revealed that 95% of Top Performing retail marketers ranked the online customer experience as a source of competitive advantage. Let’s face it, customers are in control these days, and they expect highly relevant, engaging, and compelling brand interactions both online and offline. It’s never been more important for marketers to take accountability for the multi-channel customer experience. For organizations with ecommerce properties, optimizing shopping cart abandonment and the general online shopping experience could impact millions of dollars in revenue.
Most marketers, and even IT, recognize the need to manage the customer experience. But how do you actually do it? Unfortunately, for online retailers disparate systems often plague back-office marketing. This is particularly true when it comes to powering the corporate website and online shopping experience.

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

  • Be the first to like this

No Downloads
Views
Total Views
404
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  1. Sponsored by:
  2. Top Performers: Respondents that achieved Top Quartile performance in key KPI’s TODAY’S STATS Everyone Else: Everyone ElseTotal survey responses: 309 Web Content Management (Jun. 2012) REVENUE ROMI * INDUSTRY: RETAIL (TP n=41) #RetailCM 2
  3. 0% 25% 50% 75% 100% #RetailCM
  4. • » Gleanster ResearchCUSTOMER EXPERIENCE #RetailCM 4
  5. Core Challenges for Top Performers (and Value Drivers) • 83% • 78% • 65% 0% 25% 50% 75% 100% #RetailCM
  6. What are Top Performing online retailers doing differently? •Preference Management •Multi-Channel •Intuitive Consistency Customer Experience •Near real-time•Personalized•Timely •Optimization•Unique •Empower Marketers Relevance Agility #RetailCM 6
  7. • 61% have >3 #RetailCM 7
  8. • – Empower marketers, reduce burden on IT – Automate approvals Currently using or planning to use web content management 80% 71% 57% 60% 45% 40% 32% 20% 0% 2011 2012 Top Performers Everyone Else * Gleanster Research, 205 online retailers (Top Performers = 41) #RetailCM 8
  9. • #RetailCM 9
  10. #RetailCM
  11. • •#RetailCM 11
  12. Who updates the site?Website A – North America Content Management Marketing eCommerce IT Website B – Germany Content Management Marketing eCommerce IT #RetailCM 12
  13. Who updates the site?Symptoms of a Problem:• Inconsistent brand experiences• Lack of preference management IT Marketing• Long wait queues for changes to site• Lack of visibility into what’s working Marketing IT #RetailCM 13
  14. • • •#RetailCM 14
  15. • – Integration is a critical differentiator for Top Performers• –Inconsistent navigation –Separate designs (Commerce vs Brand Site) –Unique user platform interface • eCommerce platforms are not built for marketers to use. What are the options? What do Top Performers do? #RetailCM 15
  16. Website ONLINE PURCHASE Content Management Marketing Corporate Brand Site eCommerce IT eCommerce Product Site••••• #RetailCM 16
  17. Website Content Management Marketing Corporate Brand Site PRODUCT ID INTEGRATION & eCommerce eCommerce Marketing IT Integrated• • • #RetailCM 17
  18. Website Content Management Marketing Fully Integrated Corporate Brand Site & eCommerce eCommerce Integrated•• #RetailCM 18
  19.  #RetailCM 19
  20. •• – Empower marketers with web management – Empower marketers with eCommerce integration• #RetailCM 20
  21. Deep Dive: How Top Performing Retail Organizations Embrace WCM & Ecommerce Integration (October 2012) Download free on www.gleanster.com http://www.gleanster.com/reports/re ports/how-top-performing-retail- organizations-embrace-web-content- management-ecommerce-integration #RetailCM 21
  22. 22

×