Operations & Fulfillment
Some More Contact Center Metrics
Given the growth of the digital market, as well as the parallel direct-to-consumer and retail marketing, here are some newer contact center metrics to consider according to Steven Edelstein, CEO of brand management/marketing consultancy The Logical Step...
Contact Center Metrics for Today’s Multichannel Merchants
Identifying and improving performance measures connected to the success or failure of today’s contact center are crucial for multichannel merchants...
PRC Asked To Re-examine Exigent Postal Rate Case
The U.S. Postal Service is getting some action on its petition to review the exigent rate case that the Postal Regulatory Commission rejected in September...
A look at m-commerce systems
We all know that mobile commerce is shaping up to be one of the fastest growing channels or touchpoints in multichannel sales and marketing. (If you need...
Low-cost residential delivery options
Consumers and carriers are squeezing catalogers and etailers. Customers today expect free shipping. Parcel carriers keep raising prices. Consider on the...
Finding the right systems solution
When it's time to replace your company's aging order management system, you're faced with a classic dilemma: build, buy or go with a hybrid solution....
Inventory to Support Flash Sales Environments
The new e-commerce model of flash sales—members-only websites offering exclusive deals on everything from luxury goods and fashion apparel to wine-as emerged into a multi-billion dollar business...
Two U.K. systems hit U.S. shores
It's not exactly a British invasion, but in the past year two U.K.-based vendors of multichannel order management and fulfillment software, MNP and Omnica,...
A Look at Omnica's Software Suite for the U.S.
Omnica is one of the U.K.-based multichannel order management and fulfillment software vendors making inroads in the U.S. market. (MNP is another whose system we reviewed last time)...
U.K. Software Provider MNP Invades U.S. Market
While it's not exactly a British invasion, in the past year two U.K.-based vendors of multichannel order management and fulfillment software, MNP and Omnica, have established beachheads in the U.S...
Forecasting critical changes in the carrier market
What can shippers expect from the parcel carriers in 2011 and beyond? Many signs point to higher pricing for shippers, however, shippers can also expect...
Improving Peak-period Warehouse Performance
You made it through the last peak period, but it wasn't pretty. Maybe your warehouse was stretched beyond capacity, disorganized and hard to navigate....
What to look for in a Warehouse Management System
Determining the best software system for managing warehouse functions can be a confusing proposition, given the number of available options and merchants'...
Are Parcel Carriers Trying to Shaft Consultants?
Parcel carriers UPS and FedEx have selectively adopted a policy to reject bids that involve a third-party consultant. Logistics consultant Rob Martinez,...
7 steps to successful systems implementation
With any major software implementation, you are changing the entire operation of the company and everyone's responsibilities. And if it's not done correctly,...
Automation options for parcel shippers
Direct merchants have myriad options for processing parcels shipped via FedEx, UPS and other carriers. There are many third-party systems in the marketplace...
How to Benchmark External Rates
Despite what your parcel carrier representative tells you, you could probably be getting better pricing. How can you be certain your rates are truly best...
12 Mistakes to Avoid in Systems Selection
No matter the type of system, merchants tend to make the same mistakes when shopping for software. These errors can lead to budget overruns on the initial...
Alternative Payment Methods Gain Acceptance
To get a bigger piece of the e-commerce pie, more merchants are offering alternative payment methods. According to the 2009 fourth-quarter mystery shopping...
Single vs. multisource parcel carrier services
There is an age-old procurement debate over the merits of sourcing with a single supplier vs. multiple suppliers. In the world of parcel carrier services,...
Tips for Finding Third-Party Fulfillment
When it comes to order fulfillment and customer service, most multichannel marketers keep it inhouse. Just 20% use an outside service for fulfillment,...
Best practices in returns management
Not only are returns a drain on profitability, they are also highly inefficient. Returns typically require additional handling from many resources, including distribution, warehouse operations, customer service, finance and even sales and marketing...
International shipping options
FedEx in mid September announced its intended rate increase for 2010 for Express Products. What's the significance, other than a head's up on where your...
Tips for a More Space-efficient DC
The distribution center plays a huge role in the success of any supply chain, so the design of your DC must support your company's go-to-market strategy....
Win Your Customers with Out of the Box Multichannel Experience
How do you survive these extraordinary times? You have to think in extraordinary terms and escape the shackles of the ordinary, everyday promises of quality,...
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