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Six Essentials for Cross Channel Optimization and MultiChannel Retailing Success

Six Essentials for Cross Channel Optimization and MultiChannel Retailing Success

Abstract

Customers are interacting with businesses through multiple touchpoints for research, ordering, payment, tracking and customer service. Many retailers that invested in cross-channel management did not consider the pitfalls and ended up in disjointed business processes, inconsistent channels, and a loosely integrated ecosystem. We have helped our customers to successfully transition their siloed individual channels to become cross-channel efficient by an approach with six essentials; Business Solutions, Integration, Architecture, Governance, Performance Measurement, and Network and Infrastructure Management. The result: enhanced customer experience, visibility to customers’ shopping behavior, and improved conversion rate.

Excerpts from the Paper
Majority of the cross-channel customers researched the products online and bought them at stores. Customers expect the call center associate, store personnel and online chat agent to provide them information about the product, inventory availability, order status and handle all their transactions in a consistent way. They would like to reserve the items on the web and pick them up at the nearest store. And, at the store, they expect the pickup process to be smooth and quick.

 

 

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