Multi-Channel
- Transformation on the market side and in customer behavior through the Internet
The Internet has greatly expanded the creative range for consumers and companies and the established processes of communication and transaction are changing dramatically: consumers are becoming self-sufficient in their information and buying behavior, commercial companies are migrating to service and community platforms, brands are no longer being “made”, but instead arise in a dialog with the customers, and producers are becoming dealers.
- Tightened Competition
Online trade has developed from a way of playing to an inevitable growth driver, with many established companies having only been able to profit to a lesser extent from this dynamic growth up to now. They either acted too late or with a lack of consistency, and thus lost considerable market share to the Internet-pure players newly arriving on the market. The new providers have offered the emancipated consumers what they want: transparency, relevance and optimal use. Even more sharply than before, the success factors in online trade are customer orientation without compromise, fast reaction speed and maximum process efficiency.
- Multi-Channel as a hybrid resulting from stationary and online trade
In the course of the Internet diffusion and evolution, not only has the initial skepticism of traditional dealers in stationary business been transformed, but the focus being placed on the Internet as a pure sales channel by new competitors has changed as well. Thus complex hybrids arose under the concept of Multi-Channel, which link stationary and online trade to one another.
- Unterstützung durch erfahrene ExpertenIntegration of the sales channels as a key requirement on the path to truly experiencing Multi-Channel
Considerable challenges arise for almost all corporate divisions as a result: organizational procedures must be further developed from a task orientation to a process orientation more sharply than in the past, the complexity of business processes requires an adjustment of planning and control systems and it becomes important to promote the strength of innovation overall in such a way that new business models and processes can not only be developed quickly and with flexibility, but can also be implemented with vigor. The key challenge thus lies in the integration of the various sales channels, which signals a uniform promise of performance to the customer and makes it tangible.
- Support from experienced experts
diligenZ assists companies who see themselves confronted with these challenges. Our team of experienced industry experts and the alliance with our expertise in classic management consulting helps you successfully face the hurdles on the path to a multi-channel architecture.