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Enable Omnichannel Commerce That Delights Your Customers

Create a cohesive omnichannel framework that supports the right transactions through the right channels for the right customers.

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Contributors

  • 8 anonymous contributors

Your Challenge

  • Today’s customers expect to be able to transact with you in the channels of their choice. The proliferation of e-commerce, innovations in brick-and-mortar retail, and developments in mobile commerce and social media selling mean that IT organizations are managing added complexity in drafting a strategy for commerce enablement.
  • The right technology stack is critical in order to support world-class e-commerce and brick-and-mortar interactions with customers.

Our Advice

Critical Insight

  • Support the right transactional channels for the right customers: there is no “one-size-fits-all” approach to commerce enablement – understand your customers to drive selection of the right transactional channels.
  • Don’t assume that “traditional” commerce channels have stagnated: IoT, customer analytics, and blended retail are reinvigorating brick-and-mortar selling.
  • Don’t buy best-of-breed; buy best-for-you. Base commerce vendor selection on your requirements and use cases, not on the vendor’s overall performance.

Impact and Result

  • Leverage Info-Tech’s proven, road-tested approach to using personas and scenarios to build strong business drivers for your commerce strategy.
  • Before selecting and deploying technology solutions, create a cohesive channel matrix outlining which channels your organization will support with transactional capabilities.
  • Understand evolving trends in the commerce solution space, such as AI-driven product recommendations and integration with other essential enterprise applications (i.e. CRM and marketing automation platforms).
  • Understand and apply operational best practices such as content optimization and dynamic personalization to improve the conversion rate via your e-commerce channels.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should think strategically about e-commerce strategy, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Identify critical drivers for your omnichannel commerce strategy

Take a persona- and scenario-driven approach to defining the right business drivers for your commerce strategy.

2. Map drivers to the right channels and technologies

Create a commerce channel matrix and understand the two key enabling technologies – POS and e-commerce platforms.

Guided Implementations

This guided implementation is a five call advisory process.

Guided Implementation #1 - Identify critical drivers for your omnichannel commerce strategy

Call #1 - Validate customer personas.
Call #2 - Validate commerce scenarios.
Call #3 - Review key drivers and metrics.

Guided Implementation #2 - Map drivers to the right channels and technologies

Call #1 - Build the channel matrix.
Call #2 - Technology and trends discussion.

Search Code: 86670
Published: September 19, 2018
Last Revised: September 19, 2018