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Optimizing the Omnichannel Journey
The document discusses the optimization of the omnichannel retail journey, featuring insights from industry experts like Chris Benner from NetSuite. It highlights significant trends in retail technology and the importance of providing a unified customer experience across various channels. Additionally, the document outlines the evolution of consumer behavior and offers implementation strategies for retailers to enhance their omnichannel capabilities.
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Optimizing the Omnichannel Journey
- 1. #RSP18 Optimizing the OmnichannelJourney SPONSORED BY:
- 2.
- 3. May 6-8, 2019 SAVETHE DATE: Convene, New York City www.retailinnovationconference.com
- 4. #RSP18 #RSP18 Prize Pack:Register & Attend to Win Join all our #RSP18 sessions live for the best chance to win • $10 Starbucks gift cards - 1 winner per session • Free passes to #RIC19 - 1 winner per day
- 5. How are wedoing? #RSP18 Questions, Tweets, Resources, Survey
- 6.
- 7. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 7 NETSUITE Optimizing The Omnichannel Journey Chris Benner, Retail Sr. Industry Principal Global Solutions Center of Excellence September, 2018
- 8. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 8 Chris Benner - NetSuite Retail MBA Chris Benner cbenner@netsuite.com +1 (817) 291-9659 Sr. Industry Principal Retail years in Retail 25 10 Years 10 Years 1 Year 4 Years Merchandising ERPeCommerce Store Systems Analytics Successful Implementations
- 9. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 9 The Evolving Customer Journey FORMATS&TECHNOLOGYRETAILERS 1670 Fur Trading 1786 1796 18831872 1920 1994 First Mall Paris First Department Store London Cash Register Invented Mail Order Catalog First Credit Cards 1850 1962 First Electronic Cash Register First Online Order Pizza Hut 1995 Amazon Sells it’s First Book 2007 Grand Fashionable Magazine 1998 Augmented Reality 2018 First iPhone 300 YEARS ~ 20 YEARS Artificial Intelligence Machine Learning IOT Blockchain
- 10. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 10 Online Sales Growth 0 2 4 6 8 10 12 14 2014 2015 2016 2017 Total Retail Online 2.3x Total Retail 6.1x Total Retail 7.4x Total Retail ~3.5x Total Retail Source: National Retail Federation
- 11. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 11 2017 Holiday Sales Source: National Retail Federation Brick and Mortar Stores 84%
- 12. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 12 ONLINE SALES TEAM CALL CENTER IN STORE INVENTORY Omnichannel MARKETPLACE Delivering a UNIFIED Omnichannel Experience
- 13. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 13 PHILOSOPHY NETSUITE RETAIL SUITECLOUD PLATFORM ERP/COMMERCE/SRP ONEWORLD RETAIL INDUSTRY “The Power of Simplicity in Design”
- 14. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 14 PHILOSOPHY NETSUITE RETAIL SUITECLOUD PLATFORM ERP/COMMERCE/SRP ONEWORLD RETAIL INDUSTRY Item Management Inventory Management Vendor Management Procurement Advanced Order Management Pricing and Promotions Marketing Campaigns Warehouse Management Multi-book Multi-language Multi-currency Multi-country tax compliance Point & Click Customization Built-in Platform Multi-tenant Built on Oracle Stack Unified Data Model Everyone on Same Release Mobile Enabled Omnichannel Commerce ERP Financials CRM HCM Built for the Cloud Built to Run a Business
- 15. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 15 Optimizing The Omnichannel Journey... Through Technology
- 16. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 16 WHERE IT ALL COMES TOGETHER CRM – SERVICE UNIQUE CHANNEL EXPERIENCES MERCHANDISING ERP CRM – MARKETING STORE SYSTEMS MDM CONTENT SUPPLY CHAIN Order Management
- 17. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 17 Fulfilling Customer Demand - From ANYWHERE US East DC Amber Rose NY Boston Los Angeles New York US West DC Shipment 1 Tank Top Yoga Pant Shipment 2 Bottle Shipment 3 Shirt Cap 100 miles Buy Online Pickup In Store Delivery Services Mobile Access Remote Pickup Locations
- 18. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 18 Customer Journey - Online
- 19. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 19 Customer Journey - Online Single Version of the Truth
- 20. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 20 Customer Journey - In Store
- 21. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 21 THE VALUE OF THE PHYSICAL STORE EVOLVES of shoppers want access to reviews and ratings in store78% of shoppers want to return items to a nearby store42%of retailers accept returns of online orders in store49%
- 22. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 22 Cloud POS Delivered Via Mobile App
- 23. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 23 INDUSTRY TRENDS AND THE FUTURE
- 24. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 24 Retail Tech Trends – Augmented Reality “AR”
- 25. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 25 OPTIMIZING OMNICHANNEL IMPLEMENTATIONS
- 26. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 26 SUITE SUCCESS Proven Implementations
- 27. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 27 Pre-Configured Implementation Happy Customers IMPLEMENTATION COSTS ARE 18% LESS GO LIVE 60% FASTER
- 28. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 28 KEY TAKEAWAYS
- 29. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 29 ONLINE SALES TEAM CALL CENTER IN STORE INVENTORY Omnichannel MARKETPLACE Delivering a UNIFIED Omnichannel Experience
- 30. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 30 Serving Startups to Global Enterprises THE WORLD’S # 1 CLOUD ERP
- 31. Copyright © 2018,Oracle and/or its affiliates. All rights reserved. 31 • Etiam ultricies nisi sed ipsumam quam nvel augue • Curabitur ullamcorper ultricies nisi • Nam eget dui etiam rhoncus maecenas tempus tellus ege • Tcondimentum rhoncus, sem quam semper libero sit am • Adipiscing sem neque sed ipsumam quam nun, blandit vel, luctus pulvinar hendrerit idomur • orem Maecenas nec odio et ante tincidunt tempuson • Vitae sapien ut libero venenatis faucibus Nullam quis ante • Etiam sit amet orci eget eros faucibus tincidunt sed ipsumam quuis leoed THANK YOU
- 32. #RSP18 Q&A / Speakers ChrisBenner NetSuite Debbie Hauss Retail TouchPoints
- 33. #RSP18 Register for moresessions now thru September 17th! Join Our Next Session: Converting The Top 5 E-Commerce Trends Into Revenue webinars.retailtouchpoints.com/retail-strategy-and-planning-series/2018/ September 20th 12:00 PM Eastern
Editor's Notes
- #9 Meet Chris.
- #17 TALK TRACK: Order management is where it all comes together across the seller’s systems ecosystem. Store Systems - POS - Labor management - Printing Networks - Loyalty - Loss Prevention CRM - Marketing - Campaign management - Email marketing - Trade promotion management - Loyalty programs CRM – Service - Contact center - Field service - Self-service - Knowledge base - Case management Unique Channel Experiences - Web - Mobile - Social - Facebook - Pinerest - Marketplaces Merchandising - Supply network and inventory planning and optimization - Merchandise planning and forecasting - Price planning and optimization - Promotion optimization ERP - Warehouse management - Quality - Procurement - Financials - Tax - Fraud management Supply Chain - Supplier management and strategic sourcing - Supplier communications and community management - Transportation management - Outsourced fulfillment MDM/Content - Customer data hub - Product information management - Enterprise content management
- #18 Scenario 4: US Retail All Locations | Line Level Multiple Rules | Distance Based (minimize shipments – find a way) Configuration=US Retail Closest (rule 4) Goal: Minimize cost– either allow ship complete or allow split shipments Customer: Amber Rose (New York) Two items – All Retail Locations Considered (DCs & Stores)– – split shipment Order: Item 1: Flex Crop Yoga Pant-L (in stock at East DC only) Item 2: Liberty Bottleworks- Aquarius-24oz (in stock at West DC) <ADD BACK> Item 3: Prelude Tank Top-BE-L (All locations DCs & Stores have stock) <ADD BACK> Item 4: Murmur Blue Shirt-BE-L (only in stock NY Store & LA Store) <ADD NEW> Item 5: Viola Cap (only in NY Store & US West DC) Execute: East Customer (New York) > auto suggestion – 3 shipments Shipment 1 - Prelude Tank Top-BE-L & Flex Crop Yoga Pant-L-L > Shipped from US East DC Shipment 2 - Liberty Bottleworks - Aquarius-24oz >Shipped from US West DC Shipment 3 - Murmur Blue Shirt-BE-L & Viola Cap > Shipped from New York Store
- #19 TALK TRACK: Ultimate Online Shopping Experience SuiteCommerce Advanced provides businesses with fast and engaging web stores that deliver great shopping experiences optimized for any device. Plus, SuiteCommerce unifies ecommerce with your core operational business systems—inventory and order management, marketing, customer support and financials—providing a single view of your customers and business. These are just some of the features that are in SuiteCommerce Advanced. We will cover these more in depth during the demo.
- #20 What drives the Customer experience? Keep asking questions – directed at the prospect * Are your customers ever frustrated with stock outs? How do you deal with the response: “We already have a Shopify/Magento website” It’s easy to stand up a website, but…
- #22 TALK TRACK Compelling omnichannel experience examples Shopping in store, she isn’t ready to decide, sales rep adds to online cart for later check out Items in cart on line (abandoned or not), suggested to customer in store, removed from cart if purchased in store Online benefits brought in store – product details, reviews, and personalized recommendations unified and seamlessly presented by sales associates Purchase product both in store and to be delivered in one transaction, with promotions and pricing applied Understand specific issues a customer had with a previous product in order to suggest a replacement, without the customer needing to explain it to the sales person (help desk or reviews)
- #23 WEB BASED Experience
- #32 Now that we’ve discussed some of the many benefits of NetSuite’s unified platform, let’s jump into a live demo so you can see it in action.