Omnichannel Commerce Metrics That Matter

July 10th, 2020

With contributors:

Fiona Swerdlow , Nicole Murgia , Cinny Little

Summary

To achieve key business goals with omnichannel programs, digital strategy professionals need to ensure that they have the right metrics in place. But not all metrics are created equal, and success can elude a retailer if it misses or ignores actionable insights from them. This report lays out the core categories of omnichannel metrics, recommends how to align them with business objectives, and offers a step-by-step process for collecting and using these metrics. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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