2. Customer engagement
“When asked how companies can
encourage them to spend
more, 61% of customers said
accessible information, 66% said
improved customer service and
23% said a tailored experience.”*
*Harris Interactive, Customer experience Impact Report 2010
5. CHALLENGE :
How can retailers make the most of the
online shopping phenomenon?
6. Solution 1 : Supply chain integration
1. Integrated system
• Full integration to the enterprise
• Real-time accurate view of
inventory info
• Global capabilities, one online
storefront
• Security functions
7. Solution 2 : High quality user experience
2. High quality user
experience
• Customized design
•Save customer product look-
up, wish lists, history &
delivery tracking
• Customers can review and
rate
• Send targeted emails,
newsletters & coupons
• Accept credit cards in
real-time
8. Ecommerce
Summary
Key Benefits
• No information silos!
• Integrated to back-office
• Inventory in one place
• Eliminates duplicate
processes
9. CRM & Email Marketing
Is your message
getting through?
10. CHALLENGE 1:
Multi-channel business models often lead to disparate customer
data, rendering it difficult to truly know and understand your best
customers.
11. Solution 1: 360⁰ view of the customer
1. 360⁰ view of the
customer
• Convergence of
multichannel customer data
• Better know the customer
• Ad hoc queries
• Act on these insights to
personalize the sales
experience
• Automated customer
segmentation
13. Solution 2: Integrated Email marketing
2. Integrated Email
Marketing
• Integrated to CRM
and Xpert
• Using intelligence
gathered at all channels
• Effectively target the
right customers with the
right message
18. CHALLENGE 1:
There is a clear value in offering better customer service but how can
retailers offer superior customer service to their competitors?
24. CHALLENGE :
How can retailers seize every sales opportunity and stop
the customer from going elsewhere?
25. Solution : Seize the moment with flexible retailing
Seize the moment with
flexible retailing
• Line-busting mobile POS
• Customer data capture &
VIP
• On the spot product &
inventory look-up
• Real-time integration to
the enterprise