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Creating the Customer Experience


The future of retail is being driven by the evolving customer experience. In order to succeed, retailers must anticipate and address customer wants and needs. Transformation pays off: companies that manage their customer experiences effectively are seeing measurable gains in operational performance and financial results.

Customers are not interested in distinctions between e-commerce and in-store shopping; they expect the items they pick out and purchase online to be available at the location they prefer, at their convenience and with a consistent approach to pricing and promotions. Shoppers want a full range of options, delivered in ways that suit their expectations in a given moment. From the customer’s perspective, the retail experience should be seamless and easy, with no ramifications from the complexity behind it. From the retailer’s perspective, however, these transactions require a radical transformation of the back-end processes that fulfill and deliver orders—and even the production processes that create products in the first place.

Read this white paper to learn how to create a positive customer experience and use omni-channel commerce.

Tags : omni-channel commerce, customer desires, consumer expectations, online shopping, retail

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Published:  Apr 24, 2015
Length:  12
Type:  White Paper