5 STEPS TO...• Clienteling • Click & Collect • Surface Technology. C EGID - 5 S TEPS TO C ONNECTED C OMMERCE SUCCESS 8 TECHNOLOGY Creating a connected expe-rience means bringing

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5 STEPS TOC O N N E C T E DC O M M E R C E

S U C C E S S

Cegid - 5 StepS to ConneCted CommerCe SuCCeSS

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To say retail never stands still is an understatement. We're seeing new concepts, new channels and new players emerge all the time – why? Consumers.

Their constantly changing behaviour patterns, coupled with new technologies, are forcing retailers to rethink and redesign their marketing, engagement, supply chain and fulfilment strategies.

To keep up with evolving shopper demands, retailers are moving beyond omnichannel and are now striving for connected commerce - the ability to deliver a seamless and continuous brand experience to customers; to give them what they want, when they want, how they want, delivered wherever they want.

A study by DigitasLBi has revealed that the average shopper uses five 'connected' devices within the purchase process, up from 2.8 devices a year ago.

As a result, retailers need to be able to reach customers not necessarily the same way in all channels, but in the way that individual wants to be served.

Key challenges of connected commerce:

1. Managing inventory across all channels in real-time.

2. Gaining a 360-degree, everychannel view of customers.

3. Re-inventing the store experience.

4. Making sense of all data captured across various customer interactions.

So what's the best and most efficient way to make connected commerce a reality for your business?

Creating a truly connected retail experience is a phased process. Our 5-step guide will provide you with practical advice on how you can begin to make connected commerce a reality for your business.

LET'S CONNECT!


41CONNECTED ECOMMERCE

[ ]CLICKS MEET BRICKS


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According to Verdict Retail, online retail expenditure in the UK is forecast to grow by 44.9% in the coming five years to reach £62.7bn in 2020.

In 2020 online will account for 17.1% of total retail sales – up from 13.8% in 2015.

It's clear that e-commerce is a formidable catalyst for growth. By implementing a connected online platform, retailers can create a unique shopping experience, understand how their customers behave, how they purchase and provide services including online reservations, real-time stock availability and click and collect.

Yourcegid Retail WebStore is a rich ecommerce platform that helps retailers build engaging shopping experiences, improves customer loyalty, boosts order values and enhances agility.

With Yourcegid Retail WebStore:

• Omnichannel fulfilment is streamlined

• Inventory management is simplified

• Customer engagement is personalised

• Manage catalogues and pricelists• Manage customers and orders• Gain real-time insights through campaign analytics

• Manage international sales and localisation

• Manage multi-seller and multi-tenant• Efficiently manage content


62REVIVE THE STORE

[ ]MORE DIGITALBETTER CONNECTED


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THE STORE IS NOT DEADAccording to DigitasLBi, the store has become the second preferred information point for consumers – up from fourth place in 2014.

However, online retailing has left its impact, creating a new necessity for the store to re-invent itself and digitise its customer interactions in order to meet the stringent demands being placed on it by today’s tech-savvy consumers – and unite offline encounters with activity in digital channels.

Digitising the store isn’t just a case of implementing new technology, though; it involves a shift in business mind set, bringing together software, people and processes to transform the shopping experience.

Retail leaders are using an armory of next generation technology to re-invent the store experience and drive stronger offline customer relationships.

Connect your stores. Be inspired.Visit the Cegid Innovation Store.

The Cegid innovaTion STore iS a ShowCaSe of The moST innovaTive in-STore TeChnology, inCluding:• Mobility• Clienteling• Click & Collect• Surface Technology

http://www.cegid.com/innovationstore/en


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TECHNOLOGY

Creating a connected expe-rience means bringing digital capabilities into every element of store service, automating manual tasks where possible, and giving sales associates ac-cess to the data they need to personalise shopper interac-tions. This includes introdu-cing customer facing devices for clienteling, point of sale and payments, enabling ope-rational enhancements such as digitising loyalty, CRM and store management and using business intelligence to refine customer-centric encounters.

DIGITAL STORE ESSENTIALS

PROCESSES

Using operational data in-store to cross-sell and up-sell, per-sonalise interactions, check product availability and place orders for collection / delivery, personalise marketing, unite offline and online loyalty cam-paigns, take customer service to the customer.

PEOPLE

Thorough training for those operating customer devices, empowering sales associates to manage the end-to-end store experience, giving senior decision makers more data to make better strategic decisions.


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103GO MOBILE

[ ]CUSTOMER ENGAGEMENTPERSONALISED SERVICE


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One of the biggest shifts in consumer behaviour is the use of mobile devices for commerce.

Smartphones and tablets now play an intrinsic role in all aspects of online and offline shopping.

This creates the potential to take the in-store journey out of retailers’ hands; customers can search a price through their mobile device and find a cheaper product from a rival online, or they can post on social media to share their experiences.

Retailers can regain control by implementing mobile POS technology, freeing transactions from the shackles of fixed terminals and strengthening customer service.

Mobile POS adoption will increase by 400% by 2019. Where do you stand with your mobility strategy?

Watch our mobile POS movie to see how Yourcegid Retail Mobile can help you re-invent the shopping experience.

(Source: mobilepaymentstoday.com).

wiTh yourCegid reTail mobile, you Can:• Check stock availability and product infor-mation

• Capture and review customer details• Process payments - fully integrated with our payment partner, Adyen.

http://www.cegid.com/uk/solutions/retail/mobile/


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WHO’S GETTING IT RIGHT?

With designer purchases in particular, customer experience is a crucial part of the buying journey.

Public opinion matters even more when you’re a globally-renowned pop star turned fashion designer, and Victoria Beckham has used cutting-edge retail technology in her Dover Street store in London.

Victoria Beckham’s store has been designed by architect Farshid Moussavi. And when it comes to payment, all transactions are mobile, being made through in-store iPads.

Image source: missfashionnews.com


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144GET TO KNOW YOUR CUSTOMER

TAILORED EXPERIENCEONE-TO-ONE SERVICE[ ]


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Being able to craft encounters around each store visitor's requirements is the heart of successful connected commerce.

Tailoring encounters in-store and online has proven business benefits ; according to infosys, 86% of the shoppers who have experienced personalised service claim it influences their purchases, yet Gartner has found that less than 10% of tier 1 retailers believe they have an effective personalisation strategy.

One of the greatest obstacles to customised connections is the retailer's ability to gain a single, 360-degree view of the customer in all channels.

Clienteling solutions enable retailers not only to see how customers shop across your business, but to use their purchasing history and overall brand value to create personalised marketing, promotions and a truly bespoke brand experience

Chech out our mobile clienteling movie to see how you can get to know your customers in a whole new way.

wiTh yourCegid reTail mobile ClienTeling, you Can:• Browse the product catalogue with the customer

• Capture and review customer information, including:- Contact information- Previous purchases- Items on their wish-lists- Social media comments and reviews

• Review critical sales information and KPIs• Access to real-time statistics

http://www.cegid.com/uk/solutions/retail/clienteling-crm/


165UNIFY ONLINE & OFFLINE DATA

ONE VERSION OF THE TRUTHUNDERSTAND THE PATH TO PURCHASE[ ]


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Now customers engage through multiple touch points, collecting and studying data in silos isn't enough.

It's vital to have a centralised retail intelligence tool that captures data and providers a more comprehensive view of the customers’ path to purchase.

Yourcegid Retail Intelligence captures and consolidates your key retail data and presents it in a visual way so you can make sense of it all. You can see up-to-the-second information so you can make smarter decisions in real-time to improve performance and boost your bottom line.

Watch our movie to see Yourcegid Retail Intelligence in action. wiTh yourCegid reTail inTelligenCe, you

Can:• Access key sales metrics, anytime, anywhere• Customise your reporting so you only see the data that's valuable to you.

• Access sales reports per channel• Analyse customer behaviour per channel to see the real path to purchase.

http://www.cegid.com/uk/solutions/retail/analytics-data-intelligence/


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GAIN REAL-TIME INSIGHT

By choosing Yourcegid Retail, Havaianas has automated and efficient reporting to extract detailed information needed to optimise replenishment; comprehensive stock control; greater reliability when adjusting collections; and more detailed comparisons thanks to the sales history.

"With Yourcegid Retail we have precise and detailed control both of sales and of the stock and restocking throughout our sales network. This is fundamental to succeed our international growth strategy.”

Eva Gimeno Ara, Retail Director for EMEA, Havaianas

Yourcegid Retail has enabled Quiz Clothing to start adding value to its operations, by fine tuning its buying, merchandising and stock control, and make better decisions about when, where and how often to replenish goods.

“As soon as any actions are taken in store, we know about it in head office – same for online.”

Haroun Saleemi, Head of E-commerce, Quiz Clothing


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CONCLUSIONConnected commerce isn't just about selling more products, it's about offering customers a memorable brand experience, and the store is at the heart of this proposition.

Connected commerce brings together the digital functionality and data that makes online shopping effective, and integrates it with the store's unique advantages: the ability to see, touch and try products, and to receive human customer service.

Our advice is to think strategically and objectively to get the right solution, rather than introducing 'quick fix' technology. Connected commerce is not an IT project; it's a business change. Therefore, senior decision makers need to identify shopper demands and see how a connected approach can respond and exceed them.

This doesn't mean replacing in-store associates with technology, but providing them with the best tools to serve the customer. By enabling in-store associates, they become much more than sales staff.

THEY BECOME YOUR BRAND AMBASSADORS.


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Omnicommerce | Merchandising | Inventory | Store & POS | Mobile POS | CRM & Clienteling | Analytics

Supporting 1,000 retailers worldwideGANT | BARBOUR | New Look | L'Occitane | Paul Smith

We can help make your connected commerce strategy a reality.

We'll work with you to ensure your connected commerce ambitionsbecome operational - and profitable - as quickly as possible.

CONNECT WITH US!+ 44 (0) 1908 272 420 | www.cegid.com/uk

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5 STEPS TO...• Clienteling • Click & Collect • Surface Technology. C EGID - 5 S TEPS TO C ONNECTED C OMMERCE SUCCESS 8 TECHNOLOGY Creating a connected expe-rience means bringing