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.

Business Technology

Moving Beyond CRM & BI To
Improve The Customer
Experience

Presented by Session sponsored by

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

www.retailtouchpoints.com/connected-consumer

#CCSeries12

Follow The Webcast On Twitter

#CCSeries12
@ConnectConsumer
@RTouchPoints

#CCSeries12

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

www.RetailTouchPoints.com
#CCSeries12

Today’s Panelists

Kevin Permenter Joe Dalton
Research Associate, Supply CMO
Chain Management PivotLink
Aberdeen

MODERATOR

Andrew Gaffney
Publisher
Retail TouchPoints
#CCSeries12

Integrating the
Voice of the
Customer across
Channels
Kevin Permenter
Aberdeen Retail and Consumer
Markets Practice

© AberdeenGroup 2009

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

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

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

“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

Thank You For Your Interest In The
Connected Consumer Series

View the on-demand
session on BrightTALK

www.retailtouchpoints.com/connected-consumer

#CCSeries12

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1. Moving Beyond CRM & BI To Improve The Customer Experience Presented by Session sponsored by

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 www.retailtouchpoints.com/connected-consumer #CCSeries12

3. Follow The Webcast On Twitter #CCSeries12 @ConnectConsumer @RTouchPoints #CCSeries12

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 www.RetailTouchPoints.com #CCSeries12

5. BrightTALK #CCSeries12

6. Today’s Panelists Kevin Permenter Joe Dalton Research Associate, Supply CMO Chain Management PivotLink Aberdeen MODERATOR Andrew Gaffney Publisher Retail TouchPoints #CCSeries12

7. Integrating the Voice of the Customer across Channels Kevin Permenter Aberdeen Retail and Consumer Markets Practice © AberdeenGroup 2009

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. 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. 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. “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. Thank You For Your Interest In The Connected Consumer Series View the on-demand session on BrightTALK www.retailtouchpoints.com/connected-consumer #CCSeries12

Moving Beyond CRM & BI To Improve The Customer Experience

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