White paper. How omnichannel shoppers create new delivery challenges for retailers.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "White paper. How omnichannel shoppers create new delivery challenges for retailers. www.landmarkglobal.com"

Transcription

1 White paper How omnichannel shoppers create new delivery challenges for retailers

2 Content Introduction 3 Supply Chain Management 4 What does an omnichannel supply chain look like? 5 Inventory Management 6 Fulfillment and Global Demand 8 Payment strategies 9 Effective delivery matters 10 Returns Management 11 Cross-border challenges 12 Conclusion 13 Sources 14 2

3 Introduction Consumers have consistently sought easier, more convenient, more efficient ways of shopping for the products and services they want. E-tailers have responded: When brick-and-mortar locations and call-in orders were not enough, companies provided streamlined e-commerce websites. When smartphones and tablets took off, those websites became mobile-optimized. Some e-tailers have even developed apps to provide an easier shopping experience. This drive to better respond to customer demands has also translated into offering a multitude of delivery options: Home delivery, in-store pickup, orders sent to a different location for in-store pickup, and so on. However, none of these developments have completely forced out any of the others they all coexist side-by-side. This is the omnichannel e-commerce world in which we now live: Multiple avenues through which consumers can browse for goods and place orders. For the foreseeable future, e-businesses will have to balance these channels without compromising service, efficiency, transparency or fulfillment in any single one. This will require better platforms that can consolidate operations, prioritize steps in the supply chain, and handle new obstacles in the developing world of e-commerce. This whitepaper seeks to identify the primary challenge omnichannel shoppers present to e-tailers and provide ways these organizations can better manage consumer demand levied at them from all angles. The drive to better respond to customer demands has translated into offering a multitude of delivery options: Home delivery, in-store pickup, orders sent to a different location for in-store pickup... 3

4 Supply Chain Management Omnichannel retail can become profitable in fact, its potential is huge. In one 2015 survey from Ernst & Young, nearly 90% of senior supply chain professionals maintained that consumer goods firms cannot drive growth using yesterday s channels. Instead, it will be Internet- and mobile-based shopping to take up the slack. In a sampling of developed and emerging markets, Internet-generated retail sales growth is forecast to easily outpace storebased sales growth from 2014 to However, without any adjustment to the supply chain, not only will businesses fail to latch onto the opportunity omnichannel shopping can provide, but omnichannel capabilities may also dilute retailers margins by driving sector growth without increasing revenue. Retailers focus on omnichannel growth because it can boost many categories: So then why do retailers bother focusing on omnichannel growth if they do not expect it to improve profits? Because the trend can boost so many other categories. About 95% of supply chain professionals expect omnichannel initiatives to strengthen customer loyalty, 90% expect it to create a competitive difference, 84% anticipate improved consumer insight and even 79% foresee higher sales. Instead of abandoning this clearly advantageous strategy, the trick is to make it work for an e-business from a financial standpoint. That is where the supply chain figures in. 79 % foresee higher sales 84 % anticipate improved consumer insight 90 % expect it to create a competitive difference 95 % expect omnichannel initiatives to strengthen customer loyalty, 4

5 What does an omnichannel supply chain look like? To answer this question, we must first examine why the old supply chain is unfit for the new world of e-commerce. Historically, the supply chain was not seen as a reflection of business model it was largely separate. Customer orders went through the retailer, which made the necessary arrangements through its logistics wing to transfer a package from a warehouse onto a delivery platform and ultimately transport it to the preferred location. But there are too many internal steps for this model to be effective for the modern, omnichannel shopper. For one thing, orders reach a company through multiple channels, placing stress on the business to effectively manage inventory and conduct simultaneous logistical operations through various channels. For another, with the proliferation of the Internet and immediate gratification, consumers demand transparency throughout the supply chain. They want to know when their order is processed, when the package is shipped, where it stops along the way and when they can expect it to arrive at its destination and will it be there in the morning or the afternoon? This requires e-commerce organizations to overhaul their supply chain not just make incremental changes. It must reflect a companywide commitment to omnichannel shopping. That means it has a few core features: Consumer-focused: The supply chain is not a closed system any longer, it s an open and flexible tool that should be able to deliver an item in a variety of ways to optimize customer satisfaction. Transparent: Similarly, employees and consumers must be able to look into the supply chain and examine how things are moving along. Adaptable and responsive: Because the omnichannel supply chain is transparent and consumer-focused, it must also be able to change at a moment s notice to better accomplish fulfillment goals. That favors segmentation even if it means the supply chain is not quite as lean. Integrated with the company at large: The supply chain must become a factor in decisionmaking throughout the organization because it will be so much more customer-facing than before. In this way, the supply chain should influence overall business strategy. Once a company has overhauled its supply chain to align with today s omnichannel experience, it can hope to glean actual profits from that omnichannel strategy. But there are other factors that go into handling this new variety of consumer. With the proliferation of the Internet and immediate gratification, consumers demand transparency throughout the supply chain. 5

6 Inventory Management There is at least one theme that holds true for all aspects of overcoming challenges omnichannel e-commerce presents: Each individual solution depends on all others to operate simultaneously. As a perfect example, supply chain optimization depends on effective inventory management. Without that, even the most agile, consumer-focused supply chain will break down. In omnichannel e-tail, inventory management is defined by visibility the ability for businesses to access their entire inventory all at once, whenever they need to. As cross-channel consumption opens up multiple channels for order placement and as consumers expect an increasingly responsive fulfillment strategy, it becomes even more important for organizations to efficiently track which products are coming and going, when those transactions are taking place, where those items are going and how much revenue is being created. Ideally, companies will also be able to analyze this data and make informed decisions about how best to manage inventory given their consumers priorities. Why isn t inventory more agile? First and foremost, it is difficult for some organizations to track inventory changes across multiple channels in real time. Consider an example: A company sells watches. They have an inventory in their main store, but also a distribution center from which they fulfill their online sales and replenish in-store inventory. As online sales grow, this company will need to place more emphasis on tracking orders through their various digital channels, without losing efficiency at the storefront. But some customers might prefer to have their preferred watch delivered to the store for pickup, while others prefer home delivery. Some customers will buy in-store, and if the watch is out of stock, they might have it delivered to the store right at the front desk. Others will buy on their laptops, smartphones, tablets and the distribution center must maintain up-to-the-second accuracy or else risk falling short on supplies unexpectedly. There are several obstacles that prevent e-tailers from achieving this goal. Supply chain optimization depends on effective inventory management. Without that, even the most agile, consumer-focused supply chain will break down. 6

7 A flexible, end-to-end, consumer-facing supply chain can bring the inventory up to speed and deliver the products in an efficient manner, but not if the inventory strategy does not exhibit comparable agility. Furthermore, as we will examine later, it is also crucial to have that same transparency and flexibility in returns management, as well. On the other hand, some inventory management issues stem from an indistinct understanding of what customers will want next. Without projecting trends and forecasting future sales, inventories may not reflect shifting consumer demand. In this age of data collection and trend analysis, organizations should be able to predict what their customers will want the most during certain periods like holidays or sales. Still, that does not mean e-businesses should simply hold product in silos to ensure fulfillment. Unnecessary inventory complicates matters, as it must be accounted for and could potentially lose value sitting on the shelf over time. Inventory should as closely reflect demand as possible. In the event of an item going out of stock, organizations should have a contingency plan. That begins with a clear definition of out-ofstock does that mean the item is completely sold out, or that it is running in short supply? Could it mean the item is missing from a particular store, or from the distribution center, or from the supply chain at large? Or could it simply mean pickers responsible for the item cannot find it? According to the Ernst & Young survey, 40% of supply chain professionals have no recourse for an out-of-stock item. Consider, too, that inventory from a centralized center might be easy to track and maintain, but it might not be the most effective place from which to distribute products around the world. Omnichannel consumers do not only use different channels, they also live in different areas creating another set of challenges for e-tailers doing business in this day and age. 40% of supply chain professionals have no recourse for an out-of-stock item. 7

8 Fulfillment and Global Demand While fulfillment and the global consumer base may seem like peripheral concerns regarding the rise of omnichannel consumption, these are actually central items. When consumers place orders through different channels from all over the world, they each require distinct solutions there are linguistic, monetary, political and geographic barriers separating consumers from their purchase. Omnichannel shopping is simple for the consumer, but that simplicity belies the complexity for organizations to fulfill those expectations. Put another way: Companies that leverage omnichannel solutions should expect their global fulfillment strategy to be equally advanced. Fortunately, there are third-party logistics companies dedicated to exactly that providing a robust platform complete with state-of-theart logistics software and the global network to back it. At Landmark Global we specialize in cross-border shipping, global fulfillment, returns management and other pain points for e-commerce businesses. Omnichannel shopping is simple for the consumer, but that simplicity belies the complexity for organizations to fulfill those expectations. 8

9 Payment strategies Let s examine the process of placing an order through any one of multiple digital. Depending on location, the best e-commerce software interfaces will display relevant options for the consumer. For example, residents in the U.K. will have final amounts listed in pounds, while in the European Union it will be the euro, in Japan it will be the yen, and so on. But omnichannel shopping has also provided space for alternate payment methods to thrive not just regionally based credit cards but platforms like PayPal. Industry leaders will provide all major payment methods and also break down every associated cost, like VAT, duties and fees, and shipping costs so the consumer is not taken by surprise by a higher final amount than what is listed. the sake of the company and the consumer. The more channels through which transactions can be made, the more opportunities there are for third parties to step in and intercept information. That is how large-scale data breaches happen such an event can cripple an e-tailer and cause almost irreversible damage to its reputation. Parallel import is also implicated here, as an organization that imports products to several separate markets must also manage promotions, costs and other attributes effectively or risk financial loss. But on the other hand, offering multiple payment methods can increase the cart value and drives conversion x times. With more variety in electronic payment methods also comes the need for better security, both for Industry leaders will provide all major payment methods and also break down every associated cost, like VAT, duties and fees, and shipping costs so the consumer is not taken by surprise by a higher final amount than what is listed. 9

10 Effective delivery matters Consumers are growing accustomed to the efficiency and convenience of pointing-andclicking to place an order, so it stands to reason they have become more demanding in regard to delivery, as well. However, one survey suggests online shoppers are more concerned with the cost of delivery than with the speed. Respondents to a Forrester study said low prices and low delivery costs are the top two reasons why they would return to an e-tail website. Fast shipping appeared further down the list at No. 14. Overall, 53% said low-cost shipping would factor into their decision to switch to a new e-tailer, while 56% reported they consider shipping costs when they decide on an online purchase. Omnichannel shopping also opens up other potential fulfillment options that companies must consider when deciding how best to deliver items to consumers as quickly as possible. Next to Home delivery, these may include: Click-and-collect: The customer orders an item and has the option of picking it up at a store location. Low prices and low delivery costs are the top two reasons why they would return to an e-tail website. Drop-shipping: The customer order goes through a third-party logistics provider, which handles the fulfillment process. Reserve-and-collect: The customer selects and reserves and item online so that he or she may finalize the purchase and pickup the item in the store. Delivery lockers: E-tailers ship an item to an agreed-upon, convenient locker in a location like a grocery store or train station. Only the customer will have the code needed to retrieve the item. Not all of these options are feasible across industries. In the case of same day delivery, for example, rural or less populous areas may be difficult to reach in a matter of hours. Delivery lockers pose the issue of space when sales run high, only so many items can fit in a locker. Still, e-businesses that provide an array of solutions will be speaking to the nature of the omnichannel consumer flexibility, immediate gratification, and choice. Landmark Global can take the worry out of providing the preferred delivery method for consumers worldwide. By using our powerful software, e-tailers will gain better control over their supply chain and provide their customers with an array of options. 53% 56% said low-cost shipping would factor into their decision to switch to a new e-tailer reported they consider shipping costs when they decide on an online purchase 10

11 Returns Management Every challenge omnichannel shopping presents to e-tailers may also be present in the returns process. For example, if a consumer decides to purchase an item on a tablet and then decides to return that item, he or she will likely seek to complete that process through that same tablet. If a consumer purchases an item in euros, he or she will hope to be refunded in euros after a return. And if a customer picks up an item at a distinct location, he or she could very well seek to return that item through the same location. In short, omnichannel shopping demands omnichannel returns policy. This is especially important from a cross-border returns management perspective. If a customer orders a product from the U.S. which is delivered in Belgium, to which country would the item be returned? E-commerce businesses that leverage omnichannel solutions from logistics experts like us can determine how and where to return the item, identify the precise warehouse that will receive it, process all the necessary shipping and tracking requirements and do all of this without any excess burden on the customer. found returns account for 40% of all goods in certain industries a costly prospect, as each return requires its own set of transportation, handling, warehouse space and other logistical needs without having generated any revenue. On the other hand, strong returns can separate the best e-tailers from the rest and become a significant sales contributor. By offering generous, flexible, convenient and omnichannel returns, e-businesses establish and can differentiate themselves and win over consumer trust. The best solution is likely a proactive one: By becoming a better e-tailer overall, these companies might avoid the miscommunication and dissatisfaction that can lead to returns. Better omnichannel fulfillment and supply chain strategy can lower returns indeed, Deloitte found return cost as a percentage of revenues to be 48% for entry level e-tailers, 11% for developing and performing e-tailers, and 2% for industry leaders. Generous returns policies result in higher sales and higher costs To be fair, e-tailers must weigh the pros and cons flexible returns place on their business. The burden is not insignificant: A Deloitte survey Strong returns can separate the best e-tailers from the rest and become a significant sales contributor. 11

12 Cross-border challenges E-tailers who ship internationally face a more complex challenge from omnichannel commerce than those who only deal with a domestic market. Some of these are obvious: Shipping abroad is, by its nature, a complicated process compared to local or regional commerce. However, omichannel e-tail can compound those challenges. For example: Will e-tailers be able to register their products and sell in their specific market using different channels? Do they possess up-to-date information on taxes, fees and regulations and are all channels updated immediately? Do each of the payment methods available through these channels reflect the ones preferred by local shoppers in different countries? Are all shopping channels optimized linguistically for consumer preferences? How do they manage inventory for orders placed through different channels? Do they have warehouses all over the world to respond quickly to customer s demand? Clearly, omnichannel presents unique issues for e-tailers who rely on cross-border commerce. But rather than try to manually alter their channels to sync with one another, e-commerce businesses can lean on us for a more effective solution. Clearly, omnichannel presents unique issues for e-tailers who rely on cross-border commerce. 12

13 How omnichannel shoppers create new delivery challenges for retailers Conclusion With the rise of omnichannel shopping come language, fulfillment solutions with warehouses many challenges for e-tailers who may be located across the world, global returns unequipped to handle them alone. Essentially, management, border crossing regulations, the question of omnichannel as it applies to international trade consultancy. international commerce is one of consolidation. Each channel must work toward the same goal, be in communication with other channels and deliver a consistent and intuitive experience for consumers. As a partner, we can allow e-tailers to turn a profit on omnichannel shopping. It is not enough to merely meet consumers current demands. E-tail is constantly evolving and challenges may arise tomorrow that we cannot That is where Landmark Global can excel. anticipate today. Instead, the best organizations We offers a powerful software platform built prioritize flexibility as a central tenet of their to accommodate the rigors of omnichannel business model, allowing them to anticipate shopping and connect the varied facets of trends and react to unforeseen obstacles an e-tailer s business. As a logistics company effectively. As consumer preference ebbs and that specializes in cross-border delivery to more flows, this agility will remain the most important than 200 countries, we can support international attribute an e-tailer can have. commerce businesses wherever they need it. That includes 24/7 customer support in any As a logistics company that specializes in cross-border delivery to more than 200 countries, we can support international commerce businesses wherever they need it. 13

14 Sources Research-2015-Maximizing-Mobile.pdf 14

15

An RIS News Whitepaper

An RIS News Whitepaper An RIS News Whitepaper The Omnichannel PRODUCED BY There is abundant evidence that the shopper preference for buying online and picking up in a store has become part of mainstream retailing. It is a logical

More information

in person is the new personalization.

in person is the new personalization. in person is the new personalization. introducing the enterprise store associate. TIME TO LEVEL THE PLAYING FIELD. The digitally-enabled customer has upped the ante on what today s store associate needs

More information

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING Creating the supply chain visibility, accuracy, control and flexibility retailers need to meet the demanding fulfillment expectations of the

More information

The Shopatron Omni-Channel Playbook

The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook ecommerce, like football, is all about strategy. The plays you choose and your execution decide whether or not you win the game.

More information

Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers

Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers Meeting the Omni-Channel Challenge with In-Store Fulfillment for Retailers ABOUT THE AUTHOR CHUCK FUERST DIRECTOR OF PRODUCT STRATEGY Chuck Fuerst is the director of product strategy at HighJump. He has

More information

Guide. Omni-Channel Order Management

Guide. Omni-Channel Order Management Guide Omni-Channel Order Management Omni-Channel Order Management Guide 02 Omni-Channel Order Management Guide The retail industry is undergoing a phenomenal transformation. Technological advances and

More information

CONSULTING FOR THE MIDDLE MARKET

CONSULTING FOR THE MIDDLE MARKET BUSINESS INSIGHTS Omni-Channel Retailing in Middle Market Part I: Understanding Omni-Channel & its Potential Impacts on the Retailing Industry Brock D. Eckles July 29, 2015 CONSULTING FOR THE MIDDLE MARKET

More information

E-Fulfillment Trends Report

E-Fulfillment Trends Report E-Fulfillment Trends Report This report explores best practices, common challenges and emerging trends in e-fulfillment nationwide. 2012 Saddle Creek Logistics Services n All Rights Reserved Overview E-commerce

More information

BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP

BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP Building Omni-Channel Retail From The Back End Up 2 An average of 50% of retailers plan to increase their commitments to order management, e-commerce,

More information

Understand the 8 Stages of Omni-Channel Fulfillment TO DELIVER OMNI-CHANNEL SUCCESS

Understand the 8 Stages of Omni-Channel Fulfillment TO DELIVER OMNI-CHANNEL SUCCESS Understand the 8 Stages of Omni-Channel Fulfillment TO DELIVER OMNI-CHANNEL SUCCESS THE 8 STAGES OF THE ORDER LIFECYCLE The virtues of omni-channel retail are being extolled, but your company may be finding

More information

The Need is Now: Incorrect or insufficient data about any product means it s instantly out of the running.

The Need is Now: Incorrect or insufficient data about any product means it s instantly out of the running. A CG T W h i t e p a p e r The Need is Now: Meeting Retail Demand for Digital Content Today s retail marketplace is all about the empowered consumer, and much of that power comes from access to information.

More information

B2B E-Commerce Solutions Empower Wholesale Distributors

B2B E-Commerce Solutions Empower Wholesale Distributors SAP Thought Leadership Paper Wholesale Distribution B2B E-Commerce Solutions Empower Wholesale Distributors Achieve Interaction Excellence with Outstanding Online Experiences and High-Quality Digital Content

More information

White paper. Cross-border e-commerce: Rethinking distribution networks. www.landmarkglobal.com

White paper. Cross-border e-commerce: Rethinking distribution networks. www.landmarkglobal.com White paper Cross-border e-commerce: Rethinking distribution networks White Paper. Cross-border e-commerce: Rethinking distribution networks 2 Table of content Cross-border e-commerce is on the up 3 Evolution

More information

Thought Leadership White Paper. Omni-channel transforms retail transactions

Thought Leadership White Paper. Omni-channel transforms retail transactions Thought Leadership White Paper Omni-channel transforms retail transactions Omni-channel transforms retail transactions Many consumers today cross channels inherently, often back and forth without even

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Brian Kilcourse, Managing Partner April, 2015 Sponsored By Synopsis Retailers can t afford to wait too long to get started

More information

A Single Commerce Platform for Omnichannel Retailing

A Single Commerce Platform for Omnichannel Retailing A Single Commerce Platform for Omnichannel Retailing How A Unified Approach Accelerates the Journey to Omnichannel, Creating Competitive Advantage Along the Way White Paper Table of Contents Introduction

More information

Four distribution strategies for extending ERP to boost business performance

Four distribution strategies for extending ERP to boost business performance Infor ERP Four distribution strategies for extending ERP to boost business performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary... 3 Distribution

More information

Lead the Retail Revolution.

Lead the Retail Revolution. Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,

More information

The Omnichannel Style Guide. Setting Bold New Trends in Retail Engagement

The Omnichannel Style Guide. Setting Bold New Trends in Retail Engagement The Omnichannel Style Guide Setting Bold New Trends in Retail Engagement Comprehensive In-Store Solutions For Creating Your Own Omnichannel Style Most retailers have put a lot of thought into their shoppers

More information

not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER www.retailpro.com

not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER www.retailpro.com not another omnichannel customer experience whitepaper data convergence paves the way A RETAIL PRO WHITEPAPER contents 03 not another customer experience whitepaper 04 omnichannel =? 05 omnichannel = customer

More information

UXC Eclipse + Microsoft Dynamics AX 2012 for retail

UXC Eclipse + Microsoft Dynamics AX 2012 for retail UXC Eclipse + Microsoft Dynamics AX 2012 for retail Today s smart retailers have highly efficient, integrated retail supply chains and focus on delivering exceptional buying experiences that keep customers

More information

Foreword. info@sonata-software.com. www.sonata-software.com

Foreword. info@sonata-software.com. www.sonata-software.com Foreword Retail industry is currently going through a once-in-a-generation transformation, primarily driven by more evolved shoppers and technological innovations. This has resulted in a structural shift

More information

ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE

ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE ECOMMERCE FOR BRANDS FOUR WAYS FOR BRANDS TO SELL MORE WITH THEIR WEBSITE INTRODUCTION ecommerce is expected to become a $188 billion dollar industry in 2011. While setting up and managing an ecommerce

More information

The Future of Omni-Channel in the New World of Retail

The Future of Omni-Channel in the New World of Retail The Future of Omni-Channel in the New World of Retail Peter Sheldon, Principal Analyst Forrester Research @peter_sheldon 63% of consumers visit a manufacturers site to find product information 2 ...and

More information

Viewpoint on the Canadian Retailing Sector

Viewpoint on the Canadian Retailing Sector on the Canadian Retailing Sector August 2014 E-commerce Growth Opportunities in a Changing Retail Environment The traditional retail model is changing at a rapid pace in Canada and as a consequence, retailers

More information

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich Retail Supply Chain Reboot: Agilely Facing the Unknown by Mirko Martich Are retailers winning the customer experience battle but losing the profitably war? As more companies increase their investments

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

Position Paper Cross Border e-logistics

Position Paper Cross Border e-logistics Position Paper Cross Border e-logistics A Need for Integrated European E-Logistics Solutions www.ecommerce-europe.eu POSITION PAPER 3 Table of contents Summary Summary & Recommendations 3 Introduction

More information

The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas

The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas By Joanne Bethlahmy, Bharat Popat, and Paul Schottmiller E-commerce is going global as retailers from around the world take advantage

More information

Global Retail & Consumer Goods CEO Survey: The Omni-Channel Fulfillment Imperative

Global Retail & Consumer Goods CEO Survey: The Omni-Channel Fulfillment Imperative Global Retail & Consumer Goods CEO Survey: The Omni-Channel Fulfillment Imperative PwC CEO survey finds rising confidence in revenue growth in 2015, but only 19% of top retailers say they can fulfill omni-channel

More information

Experience Is Everything

Experience Is Everything RETAIL PLAYBOOK Experience Is Everything 3 Critical Ways to Boost Customer Satisfaction in an Omnichannel World Retail m 8.8% ore than two decades after the first secure online purchase, the bricks-to-clicks

More information

The digital future for retail, hospitality and travel.

The digital future for retail, hospitality and travel. Digital transformation resets customer expectations. The digital future for retail, hospitality and travel. Technology is fundamentally changing how retail, hospitality and travel businesses operate. Businesses

More information

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved How to sell on Amazon US www.salesupply.com 1 Introduction The US e-commerce market with its $456bn annual turnover and 196 million online shoppers is ranging at the global top. It is also a market which

More information

SPONSORED CONTENT THE MARKETER S 2015 HOLIDAY FORECAST

SPONSORED CONTENT THE MARKETER S 2015 HOLIDAY FORECAST THE MARKETER S 2015 HOLIDAY FORECAST 2015 HOLIDAY FORECAST How Marketers Are Gearing Up Online and Offline The Black Friday-Cyber Monday weekend is the blockbuster sales period for marketers, not just

More information

Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies. Jeff Holmes Managing Director, Retail and Consumer PwC

Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies. Jeff Holmes Managing Director, Retail and Consumer PwC Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies Jeff Holmes Managing Director, Retail and Consumer www.pwc.com Retail 2020: Redefining Supply Chain Collaboration to Drive

More information

4 Retail Marketing Challenges. (and how to rise above them)

4 Retail Marketing Challenges. (and how to rise above them) 4 Retail Marketing Challenges (and how to rise above them) 4 Retail Marketing Challenges Many retailers find themselves in a precarious position as they look to acquire and foster relationships with consumers.

More information

White paper. Outsourcing e-commerce logistics: pros and cons. www.landmarkglobal.com

White paper. Outsourcing e-commerce logistics: pros and cons. www.landmarkglobal.com White paper Outsourcing e-commerce logistics: pros and cons. White Paper. Outsourcing e-commerce logistics: pros and cons. 2 Contents Introduction 3 The need for e-fulfillment warehouses 4 State of the

More information

Integrated Sales and Operations Business Planning for Chemicals

Integrated Sales and Operations Business Planning for Chemicals Solution in Detail Chemicals Executive Summary Contact Us Integrated Sales and Operations Business Planning for Chemicals Navigating Business Volatility Navigating Volatility Anticipating Change Optimizing

More information

ORACLE E-BUSINESS SUITE SPECIAL EDITION

ORACLE E-BUSINESS SUITE SPECIAL EDITION ORACLE E-BUSINESS SUITE SPECIAL EDITION Pre-configured Oracle Business Applications Financials, Order Management, Purchasing, Inventory Tailored to the Mid-Market Leveraging Oracle s leading Mid-Market

More information

Omni- Channel Benefits for B2B Commerce

Omni- Channel Benefits for B2B Commerce i Mtkang/Shutterstock B2B ecommerce trends and tides are signaling a shift towards a B2C- like Omni- Channel eco- system. arvato Systems North America 6 East 32nd Street, New York, New York 10016 United

More information

Managing Growth in an Omni-Channel World

Managing Growth in an Omni-Channel World Managing Growth in an Omni-Channel World October 15, 2015 Marc Kalman Breaking the Mold of Outdated ERPs 1 What We Will Cover What is Omni-Channel? Market Challenges Save the Sale Turning to the Supply

More information

EPoS and Ecommerce Solutions for Independent Retailers

EPoS and Ecommerce Solutions for Independent Retailers EPoS and Ecommerce Solutions for Independent Retailers The future of independent retail is multi-channel. Successful independent retailers will need to have a real time, single view of customers, stock

More information

THE MOBILE SHOPPER IS HERE

THE MOBILE SHOPPER IS HERE THE MOBILE SHOPPER IS HERE 88% of Respondents Use Retail Mobile Apps HOW RETAIL MOBILE APPS HAVE SHAKEN UP THE INDUSTRY The way customers shop, browse, and purchase is evolving. Retail sales have become

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

Supply Chain Management and Value Creation

Supply Chain Management and Value Creation Supply Chain Management and Value Creation YAN Xi 1, KANG Canhua 2 School of Economics, Wuhan University of Technology, Wuhan 430070, China 1. cassie_yan@163.com, 2.kchhua@whut.edu.cn Abstract: In recent

More information

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come

More information

Optimize Order Management for Omnichannel Success

Optimize Order Management for Omnichannel Success Optimize Order Management for Omnichannel Success Order management systems have long been a key bridge between the customer-facing and back-end areas of omnichannel operations. Today, with stores doubling

More information

Best practices for choosing and integrating a mobile payments platform. A GlobalOnePay White Paper

Best practices for choosing and integrating a mobile payments platform. A GlobalOnePay White Paper Best practices for choosing and integrating a mobile payments platform A GlobalOnePay White Paper Mobile commerce (mcommerce) purchases and in-app payments made on mobile devices are rapidly becoming just

More information

Presented In Conjunction With: Feature Sponsor

Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: The Sale Is The Omni-Channel Retailers have come to realize the channel customers use to make purchases does not matter, because

More information

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management Order management in the cloud IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management is a solution that delivers strategy,

More information

IBM WebSphere Commerce

IBM WebSphere Commerce IBM WebSphere Commerce Deliver a seamless and consistent buying experience across digital and physical channels Highlights Drive revenue through increased conversions across channels Deliver an engaging

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Understanding the Real Impact of Social Media Monitoring on the Value Chain

Understanding the Real Impact of Social Media Monitoring on the Value Chain March 2013 Understanding the Real Impact of Social Media Monitoring on the Value Chain More and more companies have turned to social media monitoring or social listening tools to find the critical insights

More information

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More DATA SHEET be seen. MARKETPLACES Amazon, ebay and other marketplaces like Jet.com, Newegg and Sears account for a growing portion of global online retail sales. Online retailers of all sizes are recognizing

More information

Improving The Retail Experience Through Fast Data

Improving The Retail Experience Through Fast Data A Forrester Consulting Thought Leadership Paper Commissioned By TIBCO Software February 2016 Improving The Retail Experience Through Fast Data Overview Customers expect better-individualized experiences

More information

Supplier Strategies for e-tailing Success A Fresh Look at e-tailing, Online Shopping And the Aftermarket

Supplier Strategies for e-tailing Success A Fresh Look at e-tailing, Online Shopping And the Aftermarket A Fresh Look at e-tailing, Online Shopping And the Aftermarket Automotive Aftermarket Suppliers Association November 2015 Delivered by UPS A Fresh Look at e-tailing, Online Shopping and the Aftermarket

More information

Omnichannel Inventory Optimization: Where Are My Products?

Omnichannel Inventory Optimization: Where Are My Products? Going Glocal Executive Summary 1 retail consulting and industry thought leadership Omnichannel Inventory Optimization: Where Are My Products? Where Are My Products? 2 Macy s best customers are those who

More information

The Visible Store Data Platform for Retail Excellence

The Visible Store Data Platform for Retail Excellence Safer. Smarter. Tyco. TM DRIVE SALES AND CUSTOMER SATISFACTION WITH ACCURATE, REAL-TIME VISIBILITY. SEE ON-FLOOR AVAILABILITY DETERMINE SALES FLOOR LOCATION OF LOSS EVENTS The Visible Store Data Platform

More information

White paper. Cart management: How to encourage your customer to complete their order. www.landmarkglobal.com

White paper. Cart management: How to encourage your customer to complete their order. www.landmarkglobal.com White paper Cart management: How to encourage your customer to complete their order Contents Introduction 3 Transparent costings: an absolute must 4 Free shipping and returns as a marketing tool 5 Making

More information

Worldpay All rights reserved. The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth

Worldpay All rights reserved. The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth Consumers think of shopping as one experience, whether online, in-store or on a mobile device, and so must businesses.

More information

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014 A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack September 2014 Boost ecommerce Revenue By Enhancing Delivery Capabilities Retailers Leverage A Multicarrier Strategy To Offer Consumers

More information

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business A Forrester Consulting Thought Leadership Paper Commissioned By Digital River May 2014 Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business 1 Table Of Contents Executive Summary...2

More information

Building Relationships by Leveraging your Supply Chain. An Oracle White Paper December 2001

Building Relationships by Leveraging your Supply Chain. An Oracle White Paper December 2001 Building Relationships by Leveraging your Supply Chain An Oracle White Paper December 2001 Building Relationships by Leveraging your Supply Chain EXECUTIVE OVERVIEW This white paper illustrates why a fusion

More information

Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator

Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator Introduction Enterprise Data Hub Accelerator Retail Sector Use Cases Capabilities Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator Introduction Enterprise Data Hub Accelerator

More information

DRIVING B2B SALES IN THE AGE OF DIGITAL

DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative

More information

Omni-channel retail A Deloitte Point of View

Omni-channel retail A Deloitte Point of View Omni-channel retail A Deloitte Point of View February 2015 Contents Introduction...3 The e-commerce market continues to grow exponentially...4 Omni-channel retailing provides new opportunities...6 Three

More information

Click Labs Report: How Retail Leverages Mobile

Click Labs Report: How Retail Leverages Mobile Click Labs Report: How Retail Leverages Mobile Table of Contents: Transforming Retail via Mobile...4 Mobile Apps vs. Mobile-Optimized Websites for Retail...6 How to Leverage Mobile Retail Apps to Increase

More information

Canadian Brands Take the Next Step into Omni-Channel Retail

Canadian Brands Take the Next Step into Omni-Channel Retail Canadian Brands Take the Next Step into Omni-Channel Retail A WBR Digital Whitepaper Presented in Conjunction with OSF Global Services, Magento, and Canada Post Summer 2015 Introduction This paper explores

More information

Vehicle Sales Management

Vehicle Sales Management Solution in Detail Automotive Executive Summary Contact Us Vehicle Sales Optimizing Your Wholesale Business Efficient Sales Collaborative Operation Faced with declining margins, automotive sales organizations

More information

> Ground-Breaking International Delivery and e-commerce Transaction Solutions for Internet Marketers

> Ground-Breaking International Delivery and e-commerce Transaction Solutions for Internet Marketers > Ground-Breaking International Delivery and e-commerce Transaction Solutions for Internet Marketers i-parcel s shipping and transaction solutions reduce cost, eliminate barriers, and make selling and

More information

THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN

THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN APRIL 2015 Richard Balaban Michael Ryba The online channel is becoming increasingly important in B2B transactions 1 Website traffic and the number

More information

The Operational Implications of Omnichannel Retailing

The Operational Implications of Omnichannel Retailing The Operational Implications of Omnichannel Retailing How Creating a Balanced Retail Strategy Can Increase Basket Size, Grow Conversion Rates, and Reduce Inventory Losses By Edward Westenberg, Bharat Popat,

More information

Omni-Channel Central Solutions

Omni-Channel Central Solutions Omni-Channel Central Solutions Let Your Network Do the Selling Our goal is to get the right product to the right customer at the right price and the right time. We selected Manhattan to be that core foundational

More information

OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM

OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM OMNICHANNEL OPERATIONS While e-commerce sales accounted for just 8% of retail sales in the US in 2013 and 2014, cross-channel retail contributes

More information

Your Last Traditional POS

Your Last Traditional POS RIS News Custom Research Your Last Traditional POS Examining the future of retail POS in a brave new omnichannel world produced by by joe skorupa Your Last Traditional POS Examining the future of retail

More information

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships.

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Microsoft Dynamics for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Our vision is to empower midsized and enterprise retailers with a seamless and

More information

Cross-Channel Commerce 2011: The Consumer View

Cross-Channel Commerce 2011: The Consumer View RETAIL Cross-Channel Commerce 2011: The Consumer View A consumer research study commissioned by Oracle November 2011 SURVEY BACKGROUND RETAIL In the fall of 2011, Oracle Retail commissioned a survey to

More information

Digital Shopping Behavior in an Internet of Everything World Top Insights and Actions from Cisco Consulting Research

Digital Shopping Behavior in an Internet of Everything World Top Insights and Actions from Cisco Consulting Research Digital Shopping Behavior in an Internet of Everything World Top Insights and Actions from Cisco Consulting Research Jon Stine Hiten Sethi Top insights and actions from this research have significant implications

More information

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime!

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! Here s to a fantastic 2016! 2016 will be another amazing year for the ecommerce industry, as consumers increasingly

More information

Magento and Microsoft Dynamics GP: Make the Most of Selling Online

Magento and Microsoft Dynamics GP: Make the Most of Selling Online Magento and Microsoft Dynamics GP: Make the Most of Selling Online Make every interaction count. Every day companies choose to sell online, but they often jump in before developing a well-formed plan.

More information

Specialising. in Success: Five Portraits in Omni-Channel Specialty Retail

Specialising. in Success: Five Portraits in Omni-Channel Specialty Retail Specialising in Success: Five Portraits in Omni-Channel Specialty Retail Omni-Channel Means Using Everything You Have to Gain and Keep Customers Sporting Goods Brand loyalty drives success in specialty

More information

Introduction Features Benefits Enhance Your Business. The Payeezy SM ecommerce Solution It pays to dream big.

Introduction Features Benefits Enhance Your Business. The Payeezy SM ecommerce Solution It pays to dream big. Introduction Features Benefits Enhance Your Business The Payeezy SM ecommerce Solution It pays to dream big. Introducing the Payeezy SM ecommerce Solution Growing your business means continually reaching

More information

... A Radical Transformation: B2B Commerce is Learning from B2C, Developing More Touchpoints, Becoming More Consistent and More Complex

... A Radical Transformation: B2B Commerce is Learning from B2C, Developing More Touchpoints, Becoming More Consistent and More Complex ......................................................................................... 2013 E-COMMERCE REPORT A Radical Transformation: B2B Commerce is Learning from B2C, Developing More Touchpoints,

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

Buy anywhere, Fulfill anywhere

Buy anywhere, Fulfill anywhere Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th, 2014 1 1 Customer demands are driving supply chain developments

More information

The dawn of mobile influence. Discovering the value of mobile in retail

The dawn of mobile influence. Discovering the value of mobile in retail The dawn of mobile influence Discovering the value of mobile in retail Table of Contents The Mobile Influence Factor 4 Mobile Shoppers are the future of retail 6 Snowball effect 7 A new approach to mobile

More information

Retail Mobile Pulse Survey:

Retail Mobile Pulse Survey: Retail Mobile Pulse Survey: Understanding Retailer Perspectives and Investments In partnership with Digiday FEBRUARY 2015 Introduction The continued fragmentation of a consumer s path to purchase across

More information

Differentiate Now for Retail Leadership The Omni Channel Customer Experience

Differentiate Now for Retail Leadership The Omni Channel Customer Experience Differentiate Now for Retail Leadership The Omni Channel Customer Experience Singapore October 11 th, 2011 Ivano Ortis Head International, IDC Retail Insights Agenda Industry Trends What is Changed? Omni-channel

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

3 Ways Retailers Can Capitalize On Streaming Analytics

3 Ways Retailers Can Capitalize On Streaming Analytics 3 Ways Retailers Can Capitalize On Streaming Analytics > 2 Table of Contents 1. The Challenges 2. Introducing Vitria OI for Streaming Analytics 3. The Benefits 4. How Vitria OI Complements Hadoop 5. Summary

More information

How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment

How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment In the world of internet customer service, it s important to remember that your competitor is only a click away. Doug

More information

Bringing Website-like Experience Inside the Stores

Bringing Website-like Experience Inside the Stores www.wipro.com Bringing Website-like Experience Inside the Stores Gaurav Mittal Head, CES (RCTG) - BAS Table of Contents Abstract...3 Current State of Retailers... 4 Intelligent Store Associates Increasing

More information

ebook 3Ways to Leverage Mobile Communications to Meet the Needs of Digital Shoppers

ebook 3Ways to Leverage Mobile Communications to Meet the Needs of Digital Shoppers ebook 3Ways to Leverage Mobile Communications to Meet the Needs of Digital Shoppers 1 2 3 Increase sales Streamline operations Deliver a better customer experience This is the mission of every global retailer.

More information

Exclusive new survey findings point to the priorities and investments retailers are planning for over the next 36 months. Forward-looking results

Exclusive new survey findings point to the priorities and investments retailers are planning for over the next 36 months. Forward-looking results Exclusive new survey findings point to the priorities and investments retailers are planning for over the next 36 months. Forward-looking results unveil the internal goals and external pressures driving

More information

SPORTING GOOD RETAILERS ebook

SPORTING GOOD RETAILERS ebook SPORTING GOOD RETAILERS ebook On Your Mark, Get Set, Go! Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers

More information

OMNI-CHANNEL FRAUD MANAGEMENT. Strategies & survival tactics for retailers

OMNI-CHANNEL FRAUD MANAGEMENT. Strategies & survival tactics for retailers OMNI-CHANNEL FRAUD MANAGEMENT Strategies & survival tactics for retailers June 16, 2015 Presenters Jackie Barwell, Director of Product Management Erika Gallo, Director of Payment Risk Management 2 Agenda

More information

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Contents Overview. 1 The Trends are Clear 2 Business Challenges 3 Complete Commerce 4 Customer Successes 8 Why Oracle?. 9

More information