SOURCE: ChannelNet


January 04, 2011 09:00 ET

ChannelNet-Sponsored Study Finds Cross-Channel Integration Key 2011 Retail Priority

SAUSALITO, CA--(Marketwire - January 4, 2011) - ChannelNet, a sponsor of the November 2010 Aberdeen Group study, "The Roadmap from Multi-Channel to Cross-Channel Retailing," says the report findings clearly reflect the pressures facing its retail clients to more aggressively adopt cross-channel strategies. The Aberdeen Group study finds that in 2011, retail executives must provide customers with an integrated shopping experience across channels; in store, online, with a call center, or on mobile devices. The report reveals that best-in-class retailers with integrated sales channels experience better customer satisfaction, better average sales, and increased year-over-year revenue.

"Best-in-class retailers share several common characteristics," according to Sahir Anand, Vice President and Principal Analyst, Retail, Hospitality and Retail Banking at Aberdeen Group. "They analyze data on customers across channels, execute a common strategy before, during and after the sale, and have attained some form of cross-channel technology and business process integration."

Further, Aberdeen finds that best-in-class retailers are 50 percent more likely than the industry average to create offers and provide services across channels, enabling brands to present customers with a unified look, feel, and shopping experience. Cross-channel technology solutions will complement the goals of brick and mortar channels. For example, improving mobile web site load time ensures that prospective customers can look up store locations quickly. For retailers it has become more critical than ever to implement "buy anywhere, fulfill anywhere" methodologies for uniform customer fulfillment.

ChannelNet's patented SiteBuilder™ technology gives retail clients the tools and functionality to implement an integrated cross-channel strategy quickly. SiteBuilder™ was designed from the ground up to optimize cross-channel customer interaction online, in store, with a service center, or on a mobile device.

"Retailers must enable customers to seamlessly transition from online to in store whether it's finding the product locally or ordering online," says Paula Tompkins, ChannelNet founder and CEO. "Features such as inventory look up by store, couponing, and mapping are designed as part of a well-integrated retail business. Key functional capabilities will support an array of consumer shopping behaviors," says Ms. Tompkins. "SiteBuilder™ provides our retail clients with a robust platform and ongoing, actionable insights into the fast-paced, evolving environment."

About ChannelNet:
For 25 years ChannelNet has been the leading provider of multichannel marketing solutions for the home improvement, automotive, retail, and financial services industries. ChannelNet's patented software, SiteBuilder™, allows customers to conduct research online and complete transactions either online, at a store, through a call center, or on a mobile device. ChannelNet has created thousands of solutions for hundreds of companies worldwide including BMW, Hunter Douglas, Ford Motor Company, Benjamin Moore Paints, Hyundai, Saks Fifth Avenue, Volkswagen, College Pro, World Omni Financial Corp., California Closets, Harman Kardon, Motorola, Hallmark, and many others. ChannelNet is a privately held company based in Sausalito, California and Detroit, Michigan. ChannelNet's solutions include networks of corporate, brand and sales channel web sites, personalized microsites, guided selling tools, and communication portals. Visit for more information, and follow frequent updates on Twitter (@channelnet) and Facebook (ChannelNet).

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