Knowledge Center

This special report on Multi-Channel Customer Relationships is based on the findings from the Global Retail CIO Survey 2011. It focuses on technologies being used already, plans for the future and IT spend and investment priorities across all the main areas of the business. Commissioned by Aldata; research was conducted by Martec and includes the results from interviews undertaken with 136 retailers from across 26 countries in the Americas and Europe whose combined sales represent US$555 billion or 8% of the total market. Interviews were concluded in January 2011.

Major trends emerging from the research include:

• A single view of the customer through multi-channel customer relationship management is the #1 application retailers plan to implement
• Reduced IT budgets are the new ‘normal’
• Retailers are investing now in their mobile commerce channel
• Increases in raw material and transport costs mean retailers are investing in technology that helps to reduce inventory holding costs, optimize order frequency and minimize logistics

The survey covers food and category management style retailers (i.e. those that mostly focus on year round product) worldwide focusing on North and South America and Europe. It focuses on technologies being used already, plans for the future and IT spend and investment priorities across all the main areas of the business.

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