Gartner Research

10 Things Retailers Must Get Right to Succeed at Unified Commerce — Part 1

Published: 26 February 2018

ID: G00347108

Analyst(s): Tom Enright

Summary

Retailers must relentlessly focus on evolving and implementing unified commerce strategies to deliver consumer service and fulfillment excellence. This research advises chief supply chain officers how to capture consumer experience demands and align the organizational governance to succeed.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Engage With Your Consumers to Learn Their Priorities and Demands, and Use This Insight as the Bedrock of Your Strategy
    • Obtain a Clear Mandate From Consumers
    • Develop the Consumer Online Experience
    • Remove Unnecessary Channel-Specific Silos From the Organizational Structure
    • Ensure the Systems Landscape Is Appropriate to Provide Excellent Consumer Service
    • Establish a Comprehensive Set of Performance Metrics

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client