News

Retail Customer Experience publishes best practices guide for multichannel integration

August 31, 2011

Retail Customer Experience has announced the publication of "Best Practices: Multichannel Integration," a new 25-page report.

While some retailers have effectively developed and implemented clear strategies for managing resources across multiple selling channels, many treat their various channels as independent entities, with each channel having its own operating strategy. Whether such fragmentation is the result of entrenched thinking or because the retailer has inherited incompatible processes/systems through the acquisition of a new channel partner, the result is an inefficient supply chain that leads to inaccurate order promising, poor fulfillment rates, inconsistencies in business practices, and policies that may frustrate and confuse customers. A prime example is a customer who discovers that a coupon accepted at the store is not accepted through the call center due to lack of cross-channel information visibility.

The report includes an introduction to the basic concepts behind multichannel integration, as well as expert commentary and advice and case studies.

"Best Practices: Multichannel Integration" is priced at $297 and is available for immediate download.