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e-Category management: Picking the low hanging revenue fruit with eTailers and eRetailers

e-Category management: Picking the low hanging revenue fruit with eTailers and eRetailers
In many categories Internet sales constitute a growing share of the total volume sold. Consumer Packaged Goods (CPG) companies miss out on the potential of this channel, by not giving it the same attention as the bricks & mortar channel. Conversion can often easily be increased by basic fixes in the customer experience. A 1200 touch-point survey on shampoo, baby-food, coffee and jeans shows that... 

Digital innovation needs to move beyond the next clever product

Digital innovation needs to move beyond the next clever product
Successful innovation in business increasingly moves away from clever product to new business systems. This trend is accelerated by digital and is the right way to create value with your digital  growth plans. In the article the ‘ The New Corporate Garage’ Scott D. Anthony presents analysis that shows that from 1997 to 2007 more than half of the companies that made it onto the Fortune 500 before... 

World Class Digital – Competing on digital competence

World Class Digital - Competing on digital competence
The pace of digital change is phenomenal. Every day new initiatives are started that will potentially shake up an existing industry. The new 3D printing shop that MakerBot opened this week in Mahatten is just such an example (BusinessWeek). To maintain competitiveness businesses must move beyond managing the digital world as a set of projects, focusing on on-line functionality, or the experience of... 

Closing the Marketing Gap

Closing the Marketing Gap
George S. Day from the Wharton School of Management, wrote an very true article with the title “Closing the marketing capabilities gap”. In this article George argues that marketers are being challenged by a deluge of data that is well beyond the capacity of their organizations to comprehend and use. Their strategies are not keeping up with the disruptive effects of technology-empowered customers;... 

Delegate service to your customers in order to strengthen the relationship

Delegate service to your customers in order to strengthen the relationship
Customer Service is a more dynamic and challenging domain than ever before. Key trends, such as the increasing influence of closed Social networks, a mobile revolution and changing customer behavior, require customer service organizations to rethink their roll and customer approach. Standstill inevitably mean a decline in competitive position and increased risk for customer churn. One of the biggest... 

Operating model transformation cross-channel retailers: theory and practice

Operating model transformation cross-channel retailers: theory and practice
What are the key issues a retailer has to address in the operating model to achieve successful cross-channel transformation? Below we have listed some of our believes against the outcomes of the European Cross Channel retail research conducted by BearingPoint in 2012. In conclusion, one could say there is a vast amount of work to be done in order to build competitive cross-channel capabilities in European... 

An integrated growth perspective on cross channel retail

An integrated  growth perspective on cross channel retail
For classic brick & mortar retail companies there has not been lack of warning about the growth of e- commerce in the last 15 years. The actual impact has been slower to materialise, but turns out to be more dramatic than expected. We suggest therefore that a reactive approach will not suffice to deal with this trend, instead retailers need to approach online and offline in an integrated way with... 

Test drives: Failing the Test?

Test drives: Failing the Test?
  Car manufacturers spend millions of euros designing, manufacturing and marketing vehicles, but when a potential customer wishes to test drive one of these new cars, it’s often an elusive, frustrating experience. Now in its third year, the latest BearingPoint survey shows that the response to test drive requests is actually worsening in Europe. In an economic environment where every sale is... 
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