BRP report: Customer-led demand is driving retailers to transform their business to be more customer-centric

According to the 2017 Merchandise Planning Survey, Retailers are Focused on Transforming their Entire Merchandising Process from End-to-end

Boston, MA, 2017-Dec-06 — /EPR Retail News/ — According to a new report from BRP, retailers must accommodate customers who “pre-shop” for merchandise online before they ever enter a store, want one-day or even same-day delivery, and expect “more” from their shopping experience – more personalization, a larger assortment, a more fulfilling experience and non-stop entertainment. Customer-led demand is driving retailers to transform their business to be more customer-centric.

“Customers use technology daily to enable and control their shopping journey,” said Gene Bornac, senior vice president at BRP. “Now it is up to retailers to play catch up with their organization, processes and technology to deliver the right products for the right price in the right place.”

For retailers, it is imperative to take a customer-centric viewpoint. To innovate the customer experience, they must transform their disparate systems, processes and organization into one cohesive environment with the ability to offer customers a seamless shopping environment across any channel and the capability to deliver merchandise immediately – wherever it is needed. It is time to prepare for the future of retail – it is here – whether we are ready or not.

Within this challenging environment, BRP conducted its 2017 Merchandise Planning Benchmark Survey to explore the current state of retail planning and to identify and understand retailers’ priorities as they strive to meet the needs and demands of today’s consumers.

To prepare for today’s new retail model, retailers need to:

Align the organization

  • 58% of retailers currently have an integrated planning organization across channels

Integrate planning processes        

  • 64% of retailers have integrated their business planning processes across channels

Implement the right technology

  • 33% of retailers have implemented new omni-channel demand planning systems within the last two years

Prioritize customer insight

  • 42% of retailers incorporate real-time customer feedback into their in-season planning

Take action

  • 19% of retailers must overcome IT/business resource constraints to advance their planning activities

To download the complete 2017 Merchandise Planning Survey, visit: https://brpconsulting.com/2017-merchandise-planning-survey/.

The 2017 Merchandise Planning Survey platinum sponsor is TXT Retail and the gold sponsors are Enspire CommerceJustEnoughLogilityNCR, and Retalon.

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS) Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM Unified Commerce | Customer Experience | Order Management | Networks Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Source: BRP

BRP report: Consumers want personalized experience and retailers are focused on improving their personalized services

40% of Retailers Indicate that Personalization is a Top Digitial Priority

Boston, MA, 2017-Apr-03 — /EPR Retail News/ — According to a new special report from Boston Retail Partners (BRP), personalization has gone well beyond simple marketing to demographic groups, customer segments or even personas. It is more than simply greeting a customer by name when they walk in the store and it goes beyond merely offering product recommendations on your website. Personalization is not just a trend – it is a critical way for retailers to differentiate their brand to compete against companies like Amazon, according to the BRP SPECIAL REPORT: Personalizing the Customer Experience.

“Consumers’ constant ability to shop and easily research products and prices has made it imperative for retailers – especially those with brick and mortar locations – to find creative ways to entice customers into the store,” said Jeff Neville, vice president, BRP. “The best and most powerful way to do this is through personalization.”

Personalization encapsulates all the details that make your customer’s shopping experience unique to her. It involves knowing your customer and understanding her past purchases and current interests, but it also encompasses how the experience itself meets the customer’s needs for a personalized product or service.

Consumers want a personalized experience and retailers are focused on improving their personalized services. While 40% of retailers indicate they are focused on personalization as a top digital priority, many are not currently offering the personalized services consumers expect. The good news is that retailers have big plans to improve these services over the next few years.

This Special Report provides insight into BRP’s 2016 Digital Commerce Survey, highlighting personalization and the potential methods available for today’s retailers to deliver the optimal customer experience. The three major areas of personalization covered in this report include: personalized in-store experience, curated shopping and personalized products.

To download the complete BRP SPECIAL REPORT: Personalizing the Customer Experience, visit: https://bostonretailpartners.com/2017-brp-special-report-personalization

The Special Report sponsors are NetSuite (platinum), EarthLink (gold), Manhattan Associates (gold), Orckestra (gold) Radial (gold) and Salesforce Commerce Cloud (gold).

About BRP

BRP is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience & Engagement | Order Management
Merchandise Management | Supply Chain | Information Technology | Private Equity

For more information on BRP, visit www.bostonretailpartners.com.

Contact:

David Naumann
916-673-7757

Source: BRP