Trends Report

Evolve Retail Metrics To Measure Omnichannel Performance Effectively

Use Metrics That Spark Action And Shine A Light On Long-Term Business Health

September 16th, 2019
Brandon Purcell, VP, Principal Analyst
Brandon Purcell VP, Principal Analyst
Michelle Beeson, null
Michelle Beeson
With contributors:
Fiona Swerdlow , Sucharita Kodali , Brendan Witcher , Nicole Murgia , Luis Deya , Rachel Birrell , Nicole Lesperance

Summary

Metrics are a crucial guide for the entire organization about your company's omnichannel progress and what it means to your customer. Most retailer performance dashboards include touchpoint-focused point-in-time metrics that correspond to different stages of the customer lifecycle. These traditional metrics are valuable to a point, but they do not provide a view of omnichannel performance across the customer lifecycle. This report outlines how retail metrics and measurement must evolve to encompass the holistic interactions between different touchpoints.

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