For CIOs

Inquiry Spotlight: Retail Point-Of-Sale Systems, Q3 2009

by George Lawrie, November 19, 2009

Retail line-of-business executives know that technology plays a central role in helping to deliver improved customer service with increased margin. They look to CIOs to push what were once purely tactical point-of-sale (POS) systems to become solutions . . .

For CIOs

The State Of Point-Of-Sale Systems

Retail CIOs Around The World Expect POS To Become More Strategic

by George Lawrie, November 18, 2009

Retail IT is challenged to support new cross-channel offerings and the ability to sell services and merchandise not provided in the store itself. It also needs to support rapid innovation in point-of-sale (POS) peripherals and the promise of more direct-to-consumer . . .

For CIOs

Retail CIOs: Prepare For Retail 2020

Well-Conceived Options For Game-Changing Technologies Will Catapult Your Perceived Value

by George Lawrie, August 10, 2009

Retail in Europe and North America is in the eye of a storm. Battered first by the fragmentation of traditional mass markets, then by the challenge of cross-channel interaction, and finally by a global recession and transfer of economic power to Asia, . . .

For CIOs

Distributed Enterprise 2.0

CIOs In Consumer-Facing, Distributed Firms Can Capitalize On Cloud Computing

by George Lawrie, July 23, 2009

In a desperate effort to maintain the connection with fickle consumers, line-of-business executives and their allies in IT are conspiring to lower the IT drawbridge in order to deliver personalized customer experiences wherever and whenever consumers . . .

For CIOs

Retail Technology Self-Assessment Workbook  (150 KB XLS)

by George Lawrie, July 22, 2009

The Retail Technology Self-Assessment workbook can be used to evaluate retailers' strengths and weaknesses across a set of retail-centric technologies, processes, and capabilities. Retail IT executives should use this workbook to identify how well technology . . .

For Business Process & Applications Professionals

TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

by William Band, July 9, 2009

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the complex customer relationship management (CRM) technology . . .

For CIOs

CIOs: Suggest Pricing And Promotions Technology To Drive Value

by George Lawrie, May 21, 2009

Firms — like banks or retailers — that provide services or merchandise in different locations are struggling to respond to consumers that are now much more price-conscious thanks to the economy. Smart CIOs will see this as an opportunity to showcase their . . .

For eBusiness & Channel Strategy Professionals

The Future Of The eCommerce Platform

Dropping The "E" In eCommerce

by Brian K. Walker, May 18, 2009

eCommerce has come into its own as a key channel for both direct-to-consumer and business-to-business (B2B), and platform solutions to enable them have followed suit. But eCommerce continues to evolve quickly. With the channel increasingly being at the . . .

For eBusiness & Channel Strategy Professionals

Market Overview: Digital eCommerce Solutions

The Landscape Of Digital eCommerce Solutions Continues To Evolve

by Brian K. Walker, May 5, 2009

Digital products have become a ubiquitous part of the modern lifestyle as consumers buy and download software and digital media of all types to consume — on their PCs, mobile phones, handheld devices, and increasingly on their TVs. To meet this demand . . .

For eBusiness & Channel Strategy Professionals

Security And Data Management: What The Global eCommerce Leader Needs To Know

An Ever-Increasing Set Of Regulations And Standards Drives Complexity

by Brian K. Walker, April 23, 2009

Security and data compliance are issues that can be easily ignored in the face of the next product launch or marketing campaign. But global eCommerce leaders need to take control of these issues and marshal their resources, including vendors, to ensure . . .

For Business Process & Applications Professionals

Filling The Store Labor Productivity Gap

How Can Retailers Deploy Technologies That Boost Store Labor Productivity?

by George Lawrie, April 23, 2009

Labor costs run at between 10% and 13.5% of retailers' revenues, but store labor workload is soaring to accommodate more product introductions and promotions. At the same time, store associates must cope with much better informed consumers, shorter product . . .

For CIOs

Retail Technology Investment Priorities

Which Technologies Should CIOs Drive To Generate Quick Returns For Shareholders?

by George Lawrie, April 1, 2009

With the global economy amid financial meltdown, retail CIOs face complex IT choices. Should they continue process improvement initiatives, upgrade their best-of-breed portfolio, or implement a standardized suite? All of these involve significant demands . . .

For Marketing Leadership Professionals

Can The eCommerce Platform Do It All?

Direct Marketers Will Find That Some Tools Are Missing

by John Lovett, March 9, 2009

Forrester Research recently reviewed B2C eCommerce platforms on their current offerings, strategy, and market presence. This research reveals that eCommerce offerings have progressed in strength and capabilities, leaving in-house development as an unflattering . . .

For Business Process & Applications Professionals

Use Master Scheduling To Drive Service Levels

How Consumer Goods Value Chains Can Retain Customers Through A Recession

by George Lawrie, January 28, 2009

Empty shelves are a significant threat to brands and retailers as the economy sinks into a recession, and consumers may be tempted to buy cheaper merchandise or shop elsewhere. Yet, service levels on retailers' shelves have obstinately remained at the . . .

For eBusiness & Channel Strategy Professionals

The Forrester Wave™: B2C eCommerce Platforms, Q1 2009

ATG And IBM Lead, With Fry, Hybris, And Demandware Close Behind

by Brian K. Walker, January 27, 2009

In Forrester's 100-criteria evaluation of the top 10 enterprise-class eCommerce platform vendors, we found that Art Technology Group (ATG) and IBM led the pack with their comprehensive eCommerce features, effective business tools, and flexibility. Fry . . .

For Customer Experience Professionals

Improve Online Check-Out Functionality

by Marta Baigorri, December 22, 2008

Cart abandonment remains a huge source of lost revenue for eCommerce companies. Users struggle with poor site error handling, cluttered pages, excessive information requests, poor process flows, and unclear language. To successfully improve check-out . . .

For Business Process & Applications Professionals

The Franchise Network Apps Portfolio

Which Apps Should Be Standardized In A Retail Franchise?

by George Lawrie, December 17, 2008

Retailers that face recession in home markets and lack cash to expand look to franchising as a source of growth. To ensure brand consistency, they need to provide some apps support to franchisees, without assuming unreasonable apps support costs and without . . .

For eBusiness & Channel Strategy Professionals

The Impact Of The Economic Crisis On eCommerce Technology Investment

Turning Down The Volume From Eleven To Eight

by Brian K. Walker, November 7, 2008

The global financial crisis and resultant impact on consumers and business has been profound. But how is the crisis affecting companies' plans to invest in the eCommerce channel? How will the economic shift affect eCommerce technology vendors? Forrester . . .

For Business Process & Applications Professionals

The Consumer Centricity IT Road Map

Plan For Process Overhaul And Data Management Redesign

by George Lawrie, October 31, 2008

Consumer-facing firms like retailers and banks agree that they must offer merchandise and services that are much more in tune with their customers' needs. To do this, they must pay rigorous attention to the quantity and quality of location, product, and . . .

For eBusiness & Channel Strategy Professionals

Market Overview: Full-Service eCommerce Solutions

The Landscape Of Full-Service eCommerce Solutions Continues To Evolve

by Brian K. Walker, October 31, 2008

Full-service eCommerce solution providers represent an intriguing opportunity for companies faced with a lack of resources, competencies, and capabilities to do eCommerce well. Forrester advises that companies evaluate their specific needs and, in addition . . .

For Business Process & Applications Professionals

Retail Foundation Data

How To Maintain And Exploit Quality Merchandise And Location Data

by George Lawrie, October 31, 2008

Given the vastly expanded choice and market transparency, retailers are becoming increasingly dependent on merchandise data to add value to their unique selling proposition. Retailers need to hone their ability to move full truckloads and to exploit new . . .

For Business Process & Applications Professionals

Optimizing Your Store Architecture

How To Determine When To Distribute Or Centralized Data And Processes

by George Lawrie, October 31, 2008

Retail process and applications professionals face bewildering choices about how best to distribute or centralize data and functionality, given the changing relative costs and complexity of infrastructure and network components. While many high-volume . . .

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2008: Profitability, Economy, And Multichannel Report

by Sucharita Mulpuru, October 15, 2008

As part of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, we surveyed online retailers in June and July 2008 about their profitability and outlook for the coming 12 months, given the current state of the economy. Online . . .

For eBusiness & Channel Strategy Professionals

How To Pitch eCommerce Replatforming

Preparing And Selling Your eCommerce Platform Overhaul Project

by Brian K. Walker, September 29, 2008

For many organizations, the decision to invest in a new eCommerce platform is largely emotional. Often, during the decision-making process, the pre-game favorite is given preferential treatment, risks are downplayed, and the benefits of the new reality . . .

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2008: Merchandising And Web Optimization Report

by Sucharita Mulpuru, August 15, 2008

This report summarizes the merchandising and Web optimization findings from the 11th annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research. In this study, retailers reported that the top investment priorities . . .