Gartner Research

Link Employee Engagement to CRM Strategy to Maximize Impact in the Retail Digital Workplace

Published: 05 February 2016

ID: G00272809

Analyst(s): Kelsie Marian

Summary

Excellent associate engagement is critical to customer relationship strategy. Linking these two strategic elements will enhance retailers' competitive position in a digital business world.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Establishment of a digital workplace will fundamentally change a retailer's ability to deliver value to customers
  • Combining traditional employee productivity measures with customer-centric measures and insights can provide retailers a clearer path to employee optimization and engagement
  • Smart machine technologies will further disrupt the nature of work in terms of tasks performed and cost structures, driving new opportunities for retailers to improve employee engagement and customer experiences

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