Retailers are facing difficult trading conditions.
They must address the continuous and profound development of new modes of consumption driven by an increasingly digitally-savvy customer base. Transformation is becoming inevitable and will require the securing and mastering of business-line actions, as well as innovation to meet consumer demands for immediacy and flexibility.
The technological revolution, transformation of working methods and new ways of thinking are all leaving business-line departments and IT no choice but to coordinate all elements:
- Think multi-channel: mastering reference data and flows to strengthen the brand's proximity to customers
- Think mobility and speed: agility of architectures and flexibility of resources (Cloud)
- Incorporate the accelerated pace-of-life: managing short cycles, speed of range renewals,
- Providing the customer with relevant support, anywhere and anytime: managing and enhancing data, mobility
- Facilitating the implementation of channels internationally
- Cost control: operating efficiency in logistics and warehouses, standardisation of Information Systems, optimisation of management processes.
To meet these challenges retailers will have to undertake major transformations within fundamental fields:
- Sales and marketing performance: predictive marketing, social customer relationship management (CRM), Big Data, network optimisation and sales-force management
- Supply Chain: managing flows, stock and transportation, Lean Management and Supply Chain to the benefit of the customer
- Extended company: collaborative enterprise, knowledge management/pooling of teams involved in transformations), bring your own device (BYOD), security and management of rights
- Research, technology and innovation: mobility, Cloud, augmented/virtual reality, Big Data and connected objects
- Organisation and systems of governance: management of complex projects, company DNA and cultural integration, designing and roll out of transformation activities,