Capgemini has worked with retailers worldwide to draw up a Top Ten list of Multi Channel challenges. A measured and far reaching IMCR strategy will ensure your organisation has the strength and flexibility to rise to these challenges.
Your Top 10
- Creating the right strategic framework for Multi Channel within the overall business strategy and achieving alignment across the organisation from head office to stores.
- Optimising operations and margins – driving more out of existing channels, inventory and customers; optimising product margins through sourcing; improving stock availability; reducing inventory; creating shorter, more flexible supply chains and improving negotiating positions with suppliers.
- Having better business intelligence and a single view of the customer – which leads to greater understanding of Multi Channel customer behaviours and requirements, as well as better data on Multi Channel sales trends and cross-channel influences.
- Understanding web 2.0, web 3.0 and beyond, and the effect this will have on your customers buying behaviour and how operationally and technically you can benefit from this.
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Providing a seamless Multi Channel proposition – consistency of range, product information and customer service.
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Driving customer loyalty and retention – building deeper relationships with customers to create a more compelling Multi Channel shopping experience.
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Delivering a consistent, value-added and cost effective Multi Channel order fulfilment experience.
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Creating an integrated Multi Channel operating model around consumers, competition, technology, operations and partnerships.
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Creating and sustaining a customer centric Multi Channel organisation – balancing customer requirements with the efficiency to remain competitive; focusing on motivating, training and retaining people; providing clear responsibilities, KPIs and incentive-based rewards and fully utilising all aspects of the organisation from stores to head office to drive competitive advantage.
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Managing investment in Multi Channel capabilities, speeding up the pay back and reducing the complexity.
