RSAG Publishes MultiChannel Fulfillment Report

RSAG, the Retail Systems Alert Group, has published a White Paper/Survey called The State of Multi-Channel Fulfillment: Benchmark Report 2007-2008, sponsored by DataVantage/CommercialWare.

This 25-page report is definitely worthwhile (though a bit discouraging on the challenged state of the art) for anyone interested in both the technologies and operations of multi-channel commerce.

To get a copy, visit the RSAG Website; the link is at the top of the right-hand column, "Industry Research."

Table of Contents
Executive Summary
SECTION I: Overview
Why the Study Was Conducted
Survey Respondent Characteristics
SECTION II: The Business Challenge
Retailers Struggle With Customer Service and Channel Synergies
Retail Winners Track Changing Consumer Behavior
Experienced Multi-Channel Retailers Value Channel Synergy
The Cross-Channel Window Gets Smaller Every Day
SECTION III: Opportunities
"Multi-Channel" Means a Lot of Different Things
Little Movement between Channels, Even As Maturity Grows
Retailers Focus On Efficiency and Customer Service Opportunities
Customer Service Options Remain Sparse
Emerging Best Practices: Fulfillment Methods
Emerging Best Practices: Inventory Management
Cross-Channel Order Fulfillment Is Still Immature
Retailers Tackle the Hardest Things First
SECTION IV: Organizational Barriers
Technology and Cultural Issues Hamstring Multi-Channel Fufillment
Overcoming Organizational Inhibitors: Contradictions Abound
Figure Out the Org Structure First
SECTION V: Technology Enablers
Top Technology Enablers: Inventory and Order Management
Kiosks Not Considered "Multi-channel"
Experienced Multi-Channel Retailers Use More Technology
Technology Adoption: The Advantage and the Curse
SECTION VI: "Bootstrap" Recommendations
Multi-Channel Fulfillment Follows a Learning Curve
Establishing A New Channel
Maturing the Secondary Channel
Driving Synergy across Channels
A Note on Mobility
Appendix: Methodology
Methodology
Defining Retail Winners
Report Sponsors