rssmarketingandsales IDC RSS alerts IDC TechBrief: Visibility Solutions for the Retail Enterprise <P>This IDC TechBrief describes visibility platforms for experiential retail. Visibility is being enabled in experiential retail to connect the dots between people and things, infusing retail processes and assets with intelligence that ultimately improves consumer experience. Objectives of initiatives tend to target improved productivity of assets, inventory, and people, as well as directly engaging the consumer in convenient, fast, and trustworthy interactions and checkout processes. This document provides a snapshot of the technology, technology benefits, adoption patterns, metrics, risks, and key vendors that offer the technology.</P><P>According to Leslie Hand, vice president, IDC Retail Insights, "The risk of not implementing visibility platforms in retail is high. Retailers consider visibility a strategic ingredient toward digitally transforming the consumer experience, making sure that inventory is in the right place at the right time, and that consumer and employee processes are as productive, efficient, and seamless as possible. Luckily, projects can be selected to maximize ROI in the short term, providing the groundwork for continuing cascading benefits with each use case applied. At a time when the ability to execute efficiently to manage basic operational processes and to assist consumers to find and buy products more efficiently literally makes or breaks consumer relationships, retailers cannot afford to wait any longer to deploy visibility solutions."</P> IDC TechBrief Fri, 20 Apr 2018 04:00:00 GMT Leslie Hand Marketing's Readiness for Customer Experience Leadership: Findings from the 2018 CMO Advisory Barometer Survey <P>This IDC Survey presents findings from the 2018 CMO survey. Customer experience is eclipsing product as a primary differentiator. Enterprises will fail in their attempts to improve customer experience unless marketing contributes in a much more expanded role. How ready is the marketing organization to take up this responsibility? What is the CMO's leadership role? IDC examines the maturity of customer experience in technology companies today and identifies areas of greatest impact.</P> IDC Survey Fri, 20 Apr 2018 04:00:00 GMT Warren Lane, Kathleen Schaub, Alan Webber IDC TechBrief: Healthcare Provider CRM Solutions <P>This IDC TechBrief discusses healthcare provider CRM solutions.</P><P>"Healthcare CRM is fast emerging to become a key discipline in the health industry, and healthcare provider CRM solutions will play a game-changing role in impacting provider organizations at all levels," says Mutaz Shegewi, research director, IDC Health Insights. "A clear understanding of healthcare provider CRM solutions, current and future adoption patterns, benefits and risks, critical success factors, and the key investment considerations will ultimately determine the difference between those organizations that can impact customer acquisition, retention, and loyalty and those that cannot."</P> IDC TechBrief Wed, 18 Apr 2018 04:00:00 GMT Mutaz Shegewi Six Things to Change in Your Advertising in the Next Three Years <P>This IDC Presentation was given at the annual Marketing Leadership Board Meeting held by IDC's CMO Advisory Practice, in the Pullman Hotel, San Mateo, California, on March 15, 2018.</P><P>It outlines the major changes affecting the advertising industry over the next five years and recommends changes to marketers' practices to take advantage of these changes.</P> Market Presentation Tue, 17 Apr 2018 04:00:00 GMT Karsten Weide New IDC MarketScape Evaluates Point of Sale Software Vendors in Department Store Retail Sector A new IDC MarketScape report examines the POS software vendors selling into the department store retail sector, looking in particular at the omni-channel scenarios and capabilities of the POS software vendors against a broad list of omni-channel scenarios and capabilities. Research Press Release Tue, 10 Apr 2018 04:00:00 GMT IDC PeerScape: Distributed Order Management Practices to Optimize Configuration for Efficient Inventory and Call Center Management in Retail Supply Chains <P>This IDC PeerScape is intended for retailers familiar with order management software that are seeking to optimize configurations. This document will share some best practices that retailers have identified to change the game for their business and inventory practices through configurations within their distributed order management systems. Not every practice will be relevant to every subvertical of retail, but each will look to solve different issues common to retail as a whole in order to help retailers stay relevant and competitive, which will in turn gain consumer loyalty and sustain interest.</P><P>According to Victoria Brown, IDC research manager for Global Supply Chain Execution, "Ecommerce has increased the complexity of retail supply chains, and retailers must pay close attention to the configurations within their distributed order management systems as these capabilities can truly make or break the competitiveness of their organization's supply chain and protect or improve their margins."</P> IDC PeerScape Mon, 09 Apr 2018 04:00:00 GMT Victoria Brown Is Marketing Adopting a CX Orientation? <P>IDC delivered the presentation "Is Marketing adopting a CX orientation?" at the Engage CX Customer Summit in London on March 15, 2018. The overarching theme of the conference was how marketing departments are playing an increasingly pivotal role in creating customer experiences. Using exclusive primary research evidence, this IDC presentation discusses the CMO's decision-making role in CX, how marketing is sharing its customer data and digital tools with other customer-facing departments, and the internal and external CX performance measurement systems being adopted by marketers in Europe. </P> Tech Buyer Presentation Mon, 09 Apr 2018 04:00:00 GMT Gerry Brown IDC Perspective: PLM and PIM for Innovation and Product Success <P>This IDC Perspective outlines the benefits of unifying design and commercialization for product success.</P><P>"Manufacturers realize for the first time they have the ability to actually manage the full product life cycle and have a complete view through PIM into how customers interact with product content, offers, and features," said Jeff Hojlo, program director of Product Innovation at IDC. "This complete commercialization and customer experience view can and should be connected back to product design and development through PLM systems for continuous product improvement."</P> IDC Perspective Thu, 05 Apr 2018 04:00:00 GMT Jeffrey Hojlo Industries Are Investing in Improving Their Customer Experience to Drive Long-Term Growth and Customer Loyalty <P>This IDC Survey Spotlight presents one of the results from IDC's <I>Customer Experience </I><I>Barometer</I> <I>Survey </I>conducted in September 2017. This survey involved 437 senior managers and executives in the United States who have a direct responsibility for customer experience (CX).</P><P>In this extract, we discuss the ways in which companies are investing in improving their customer experience as a driver for long-term corporate growth and to improve customer loyalty in a technologically driven world where customers have more and more options about whom they buy from and how.</P> IDC Survey Spotlight Wed, 04 Apr 2018 04:00:00 GMT Alan Webber Customer Engagement Tops Retail Social Media KPIs <P>IDC Survey Spotlight reveals that social media marketing in the retail sector is focusing on customer engagement as its top key performance indicator (KPI) and that spend in social marketing technologies is on the rise.</P> IDC Survey Spotlight Tue, 03 Apr 2018 04:00:00 GMT Wayne Kurtzman