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Quantifying the value of seamless cross-channel order management

Identifying the ROI and deciding where to start

Discusses the six primary areas of direct financial impact can be attributed to enabling cross-channel order management in a retail environment.

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Document Details

Pages: 16

File Size: 2.73 MB

Year Published: 2012

Author(s): IBM Corp.


Cross-channel order management has gone from a good idea to an essential capability for today’s multichannel retailer. The smarter consumer—having experienced a seamless cross-channel experience with some retailers—has come to expect it from every retailer. At the same time, the everyday fiscal pressures that retail¬ers face, such as optimizing operational efficiency, make cross-channel order management an essential survival strategy. Enabling your company to sell, source, track, fulfill and support via any combination of channels has become a competitive necessity and an operational no-brainer. This ability to create a differentiating customer experience—while improving operational efficiency—is a classic example of the IBM Smarter Commerce™ approach.