MULTICHANNEL MERCHANT » MARKETING
In a world of algorithms, linear models, and neural network models, multichannel merchants often ask the same question: Now that we have data on our customers,
You’re the CIO of a multichannel company and responsible for the following: a retail merchandising and planning system that runs on IBM’s iSeries processor
Keith Kaczanowski, the vice president of supply chain management for Brady Corp., took on an added job responsibility last year. He led a team of about
Within the contact center space, voice over Internet protocol (VoIP) has been hyped a long time, says Gary Barnett, the Chicago-based chief technology
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For direct merchants, there’s no escaping shipping and handling charges. You have to pay the shipper to deliver the goods to your customers, and generally
Determining how a company is going to transport product through the supply chain from the source to the customer is a complex challenge. It is more crucial than in the past, due to global sourcing and the multichannel nature of business. A multichannel merchant not only has to track inbound goods from offshore and domestic vendor, but it also has to handle outbound small-package delivery, often using zone skipping and vendor drop-shipping; replenish stores; cross-dock store receipts and in the warehouse to fill catalog and Web backorders; transport, consolidate, and process returns regardless of the channel where the customer purchased the product; and provide warehouse-to-warehouse transfers, inter-store transfers, and retail sends directly to the customer and receipt of goods at the warehouse closest to the vendor.
No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.
As a high-maintenance catalog shopper, I can be a customer service nightmare
Cooperative database models are becoming an ever-increasing share of catalogers