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NetSuite research reveals retailers’ struggles to unify online and in-store experiences

23/10/2015 by Sharon Shahzad


NetSuite Inc., the industry’s leading provider of cloud-based financials / ERP and omnichannel commerce software suites, today announced the results of a study conducted by RSR Research, a retail industry research firm, and sponsored by NetSuite, which reveals the challenges today’s retailers confront in bridging the online and in-store experience. RSR found that a strong majority of the retailers surveyed feel their existing technology/infrastructure is preventing them from moving forward with new omnichannel solutions and that they face significant challenges getting new technologies rolled out to stores and in helping employees respond to informed, smartphone-enabled shoppers. Key findings include:

  • 95% of retailers agree that the store and the digital experience must be brought together for a continuous, seamless experience.
  • 77% of retailers believe their legacy point-of-sale (POS) is preventing them from providing a consistent customer experience across channels.
  • 78% report getting new technologies rolled out to stores is a top challenge.
  • 94% of retailers say inventory insight across all channels is important.
  • 95% of retailers say real-time visibility into customer activity across all channels is important.

Today’s highly connected consumers expect fluid and relevant interactions where their information with the brand is never lost across channels. Unfortunately, too many retailers still treat the in-store experience as completely separate from the online experience which frustrates customers and prevents retailers from capitalizing on opportunities for cross-sell, upsell and improved customer loyalty.

Many retailers are unsure of how to address these challenges. Replacing point systems like e-commerce or POS does not solve the underlying problem of a lack of visibility across the enterprise into customers, orders and inventory that is required to unify the customer experience between online and in-store.

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ERP Recruitment, BI & Data Recruitment, Information Security Recruitment, Enterprise Architecture & Strategy Recruitment, Energy Technology Recruitment, Demand IT and Business Engagement Recruitment, Digital and E-commerce Recruitment, Leadership Talent, Infrastructure and Service Delivery Recruitment, Project and Programme Delivery Recruitment.

Montash is headquartered in Old Street, London, in the heart of the technology hub. Montash has completed assignments in over 30 countries and has appointed technical professionals from board level to senior and mid-management in permanent and contract roles.

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