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Within 5 Years, 75% of Retailers Plan to Identify Customers when they Walk in the Store
Unified Commerce is the evolution of both multi-channel and omni-channel retailing that provides a seamless experience in the store, on the Web or anywhere customers choose to shop. The key Unified Commerce initiatives, such as enhancing customer engagement, collecting and analyzing customer behavior, and personalizing the experience, are the top priorities for retailers, as evidenced by the results from the Boston Retail Partners 1st Annual CRM/Unified Commerce Benchmark Survey.
The 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers offers insights into retailers’ current state and planned initiatives, priorities, and future trends that relate to customer relationship management (CRM) practices associated with the retail industry’s shift to Unified Commerce.
Key Survey Results
- 95% of the respondents indicated customer experience/ customer engagement is one of their top three current initiatives
- 3% have the ability to identify the customer when she walks in the store, and another 72% plan to implement this within five years
- 16% currently have real-time retail from POS (which offers the “Amazon” experience in the store) and another 63% plan to implement within five years
- 28% currently use mobile marketing and another 62% plan to implement this within five years (56% plan to implement mobile marketing within two years)
Read the CRM/Unified Commerce Survey Report for more insights…
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