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•Article Multichannel Retail
How has multichannel retailing evolved, and what can you expect in the future?
It was 2002, and the dust had settled from the Dot Com revolution. Emerging was the rally cry of multichannel retail ringing across an industry ill-prepared for the new challenge. The pioneers of the day identified and resolved the new challenges one by one by applying a new widget here and a body there and doing whatever it took to execute their multichannel vision. There were clear leaders in the new paradigm of multichannel retail.
These leaders had, and still have, a maniacal focus on delighting the customer during the shopping experience, through the fulfillment process, and by continual meaningful reconnection with their customers. These leaders mastered the disciplines of marketing, merchandising and channel management, order fulfillment, warehouse management, inventory and supply chain management, and customer relationship management. Further, they've mastered all disciplines equally by recognizing that they cannot speed up just one car of the train without affecting another. All disciplines are connected and interdependent in the mission of customer delight. At the foundation of their success is an information system based on a philosophy called ‘best of breed,' which is the integration of disparate point solutions with the goal of creating seamless information flow.
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•Article: Multichannel Retail
