Contact Information: Media Contact: John Lovett Aberdeen Harte-Hanks john.lovett@aberdeen.com Sahir Anand Aberdeen Harte-Hanks sahir.anand@abredeen.com (617) 854-5306
88% of Best-in-Class Retailers See Improved Sales Performance
Effective Measurement and Management of Multi-Channel Processes Yield Incremental Gains in Sales Performance
| Source: Aberdeen Group, a Harte-Hanks Company
BOSTON, MA -- (MARKET WIRE) -- February 1, 2007 -- Retailers that are measuring and managing
multi-channel processes effectively are reaping incremental gains in sales
performance. Eighty-eight percent of best-in-class retailers that
effectively measure and manage multi-channel processes achieve an
above-average year-over-year comparable sales performance, says "21st
Century Retailer: Managing Customers, Merchandise & Data," a new report
from Aberdeen Group, a Harte-Hanks Company (NYSE : HHS ).
Aberdeen research reveals that best-of-breed web and in-store analytic
solutions available in real time have been selected as the top
multi-channel technology improvement choices by 70% of retailers surveyed
across multiple retail segments. According to report findings, real-time
analytics solutions are headed towards increased adoption as cross-channel
dependence on integrated customer processes and centralized warehousing of
data are showing an upward trend within retail.
"Centralized databases, distributed information, and order management
systems lead to a seamless customer experience," says report co-author,
John Lovett, eCommerce Analyst, Aberdeen Group. "Our data shows that 63% of
best-in-class retailers use centralized databases and 57% leverage
integrated order management systems."
The report discloses that 69% of retailers are working to create a single
brand identity across all channels, thereby minimizing the distinction
between shopping preferences. Sixty-six percent of retailers are taking
this even further by prioritizing CRM systems and processes across channels
to facilitate customers' ability to purchase, take delivery, or return a
product through the channel of their choice. Aberdeen data indicates that
51% of retailers surveyed have indicated planned adoption of real-time
customer update tools within the next 12-24 months.
"Revenue, gross margin, and customer satisfaction gains await retailers
that are committed to optimizing their use of multi-channel solutions and
are focused on improving customer management, data management, and
merchandising/inventory management," says report co-author, Sahir Anand,
Retail Analyst. The report concludes that although multi-channel retail
"nirvana" has not been attained by any class of retailer, many are gaining
ground through data integration and centralized systems.
The key recommendations cited in the report are related to the importance
of service-oriented architecture (SOA) in retail. If the average retailer
wants to move to the next level, attaining best-in-class status in terms of
process, innovation, and bottom-line results, the company must embrace a
multi-channel customer experience through technology and solutions that are
readily available. Even if the deployment of such multi-channel
service-oriented applications (SOA) is small, it is a start for creating a
highly satisfied and loyal base of customers who will experience the
benefits of a unified multi-channel strategy in their shopping everyday.
This report is underwritten by Alpha Bay, Junction Solutions, and
CommercialWare. The report provides recommended steps to guide retailers
that need to close in on the industry leaders, as well as best-in-class
companies striving to maintain their competitive advantage. Obstacles to
multi-channel management are many, but this report illustrates they are not
insurmountable.
To download a complimentary copy of the report for a limited time, please
visit:
http://www.aberdeen.com/link/sponsor.asp?cid=3863
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.