Contact Information: Media Contact: Mounil Patel Aberdeen, Harte-Hanks (617) 854-5254 Mounil.Patel@aberdeen.com
Three Pillars of Multi Sales Channel Success
Customer Management, Merchandising & Inventory Management and Data Management Complete the 21st Century Retailer
| Source: Aberdeen Group, a Harte-Hanks Company
BOSTON, MA -- (MARKET WIRE) -- January 12, 2007 --Early findings from the benchmark study 21st
Century Retailer: Managing Customers, Merchandise & Data show that the
three biggest areas of planned use of technology tools in the next 12 to 24
months include: advanced real-time in-store and web analytics (70%),
cross-channel product information and content management (53%), and single
operational and merchandizing data across all channels (49%). This news is
announced today by Aberdeen, a Harte-Hanks Company (NYSE : HHS ), along with
additional data derived from end users regarding their multi-channel retail
strategies.
Customer Management, Merchandizing & Inventory Management, and Data
Management emerged as three value-chain areas where retailers plan to
improve their multi-channel retailing capabilities and solutions within the
next 12 months. Respondents indicated that at least 70% of all planned
multi-channel solution deployments will take place in the SMB (Small-Medium
Businesses) and MME (Mid-Market Enterprise) retail segment. According to
Sahir Anand, retail research analyst, and co-author of the study,
"Retailers want a better approach towards integrated customer relationships
and revenue management as 47% of those surveyed do not use CRM data in any
system." Anand goes on to state, "What's even more concerning is that
nearly 46% surveyed either don't measure any form of multi-channel
information or do so on an ad-hoc basis at best." The report points out
that this information can directly help retailers in improving their
strategic decisions around building efficiencies in multi-channel sales and
operations.
Customer expectations of seamless purchase and delivery options across
channels are driving 67% of retailers to improve their sales strategies. In
response, 69% of retailers are working to create a single brand identity
across all channels thereby minimizing the distinction between shopping
preferences. Study co-author, John Lovett, B2C eCommerce analyst, goes on
to state, "Sixty-six percent of Best-in-Class retailers go beyond
establishing a single brand identity across their delivery channels by
prioritizing customers' ability to purchase, take delivery, or return a
product through the channel of their choice." Data from the report
illustrates that centralized databases and distributed information and
order management systems facilitate these capabilities and contribute to a
seamless customer experience. Currently, 63% of Best-in-Class retailers use
centralized databases and 57% leverage distributed order management
systems.
This research defines challenges and opportunities for retailers competing
in today's multiple sales channel environment. A complimentary copy of the
benchmark report will be available for a limited time beginning on January
31, 2007.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness, creating
demand, enabling sales, and delivering meaningful return-on-investment
analysis. As the trusted advisor to the global technology markets,
corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.