Customers not channels should lead ecommerce

August 27, 2015

The retail world is changing…fast. Gone are the days of a single route to market, most commonly a retail store and perhaps a telesales operation. Today with have all of this in addition to ecommerce in many guises and the heavy influence of social media and how that can affect the buying process.

Furthermore, consumers have increasingly high expectations across all areas of their life. What they experience in a B2C purchase, they expect to have if they need to buy in a B2B capacity.

What will come next remains unknown but we know that further change and development of the retail landscape in imminent and we know that the customer will retain a huge amount of power.

Organising your business systems by each channel is becoming increasingly cumbersome and is tripping many businesses up. Even trying to separate B2C and B2B is becoming more difficult. And this will only get worse.

So what does a business do in order to enjoy efficiency in their business operations coupled with growth and a great customer experience? Stop building systems around channels and focus on the customer instead. Focus on developing around capabilities and create robust systems that can work across a multitude of channels, including many that might not actually exist yet! Be prepared for the change that will come and be ready to serve your customers from whatever channel they choose, without having to reinvent your business systems each time.

Integration of systems is key to this step change and Patchworks can help you through the process, smoothing the way for a more efficient business model that is equipped to deal with both today and tomorrow, whatever actually happens next.

Luke Hodgson

Save time & sell more with Patchworks

Integrations giving you a headache? Got a project you’d like to discuss? We’d love to hear from you. Either give us a call or fill in our handy contact form. Get started today

Sign up to our newsletter

  • Join the thousands of retailers already on our mailing list, and benefit from the latest content and news from Patchworks HQ. For information on how we care for your data, please click through and read our Privacy Policy.
  • This field is for validation purposes and should be left unchanged.
pencil menu pencil2 pencil-ruler2 cloud-upload cog envelope profile user store bag cart-exchange tag tags receipt credit-card cash-dollar cash-euro cash-pound telephone telephone2 calendar-insert desktop bubble-text graph rocket truck magnifier list3 exclamation question check cross2 plus minus chevron-up chevron-down chevron-left chevron-right arrow-up arrow-down arrow-left arrow-right arrow-divert tab checkmark-circle cross-circle plus-circle circle-minus arrow-up-circle arrow-down-circle arrow-left-circle arrow-right-circle chevron-up-circle chevron-down-circle chevron-left-circle chevron-right-circle pencil-line