Despite the inarguable benefits of digital loyalty networks, only a small number of consumer businesses around the world have been able to build them. The challenges loom large:
- Vastly different cultures between customer relationship (marketing, sales, service) and supply chain functions;
- Hard-to-match information, measurements, and incentives;
- Concerns about constantly accelerating customer expectations.
Nevertheless, as illustrated in this global study by Deloitte Research, these hurdles can be overcome. And the results can be spectacular. Our research shows that consumer businesses that effectively integrate their customer management and supply chain operations are about 100 percent more profitable than competitors that do not. They are two to five times more likely to achieve superior performance in sales, market share, customer service, and other key measures, and much more likely to generate higher shareholder returns.
These are just some of the findings of an extensive global study conducted with nearly 250 major consumer businesses and their executive teams in 28 countries throughout North America, Europe, Asia-Pacific, Latin America, and South Africa. Learn more from the PDF file attachment below.
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Operating through a network of research professionals, senior consultants, academics and technology partners, Deloitte Research delivers innovative, practical insights companies can use to improve their overall business performance. Through its in-depth publications, surveys, reports and commentary, Deloitte Research identifies, analyzes and explains major issues that drive today's business dynamics and shape tomorrow's marketplace.
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