Moving Beyond CRM & BI To Improve The Customer Experience


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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.

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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
  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
  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