1. Multi Channel Retail Thinking 2. Project Management Thinking Rob Stone, Principal 11 th April 2006. What is Multi Channel Retail (MCR). Charteris defines MCR as: One view of the customer One supply chain One service policy One assortment/product range across multiple channels.
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2. Project Management Thinking
Rob Stone, Principal
11th April 2006
Charteris defines MCR as:
Mail Order and E-commerce account for 11% of total retail sales
Record Numbers via Web and TV Shopping
ICD Oct 05
Multi Channel Retailers
Best – Argos & Next
4 key areas
That if addressed will increase customer base.
These changes will be driven by significant reduction in the cost of Technology
The Multi Channel Retailer Test:
How many would you score?
Who champions the customers?
How do your customers see your channels?
Do you want to drive sales to the shop or on line?
Which is more cost effective for your retail operation?
Do you treat the same customer in different ways in different channels - price?
Do you have a 360 view of the customers wants and needs?
“We have a strong information flow within each channel silo, rather than across them”
“it’s difficult to manage consistency across the different channels”
“lifetime value measurement is a key criterion that we’ve started to develop within channels”
Since May 2005 Woolworth has allowed customers to buy over 300,000 products for home delivery via its 824 stores EPoS
Retailing faces the convergence of influences which are dramatically altering the landscape: