Back Office: Cross-Channel Strategies to Improve Business
The following characteristics serve as guidelines for best practices among all types of companies, and correlates directly with best-in-class performance across the key metrics.
Based on the findings of the Competitive Framework (Chart 6) and through interviews with end users, analysis of the best-in-class companies revealsthe need for integrated operations is imperative.
Aberdeen's data indicates that 67 percent of retailers lack collaborative channel operations in the areas of unified marketing, inventory management, order management and customer fulfillment. The lack of integration hurts the customers buying experience and creates a disjointed brand. In addition, the lack of coordinated channels reduces the ability to create economies of scale. For example, unified merchandise buying strategies across channels can lead to better pricing from suppliers.