Customer Centricity Vital for Success in '09
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- 80 percent of retailers and 67 percent of manufacturers said they expect an increased focus on customer centricity in 2009;
- 43 percent of manufacturers said their ability to leverage consumer insights across the organization is better than satisfactory, while retailers are doing a better job at this, with 64 percent of respondents saying they were better than satisfactory;
- 43 percent of manufacturers and 37 percent of retailers listed the limited availability of team resources as their largest impediment to customer-centric success;
- 75 percent of the retailers who responded said they've appointed a senior customer-centricity role within their organizations, resulting in just 16 percent of them citing a lack of support and executive sponsorship as a barrier to becoming a customer-centric organization;
- 80 percent of “high performer” manufacturers use consumer insights more frequently for demand planning/forecasting compared to the average (49 percent);
- 80 percent of retail “high performers” use consumer insights more frequently in sales/merchandising compared to the average (60 percent); and
- 53 percent of “high performer” retailers are more likely to share data to strengthen trading partner relationships than the average retailer (24 percent).
For more information, go to www.demandtec.com or www.precima.com.
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