PRESENTED BY:

STEVE WEBER, NCHANNEL

A Software Buyer’s Guide for Omnichannel Sellers

• Steve Weber• 20+ years in eCommerce and retail integration

• EDI pioneer at Sterling Commerce (an IBM company)

• Microsoft POS Reseller (Partner of the Year and ISV of the Year)

• nChannel• Integration and multichannel operational platform

• 120 customers

• Thousands of conversations with seller with multichannel requirements

Background

In the beginning, retailers thought it was ALL about speeding up the checkout process.

But they were deceived…

The last revolution in retail was about the movement of physical goods

Multichannel is about the movement of digital information

Real-time Inventory Status

Supply ChainIntegration

Distributed Fulfillment

ImageManagement

ProductAttribute Management

CustomerExperience Management

Endless Aisle

Where Multichannel Lives

Customer Type

Sales Outlet

Fulfillment Method

• B2B• B2C• Master data management• Customer loyalty• Payments

• Order management• Merchandising• Endless aisle• Location/device

(Omnichannel)

• Dropship• Third-party logistics• Buy-online-pickup-

in-store• Return anywhere

Great experiences happen when everything works together.

How do you know what will work?

1970s- UHF- VHF

1980s- VCR- MTV

1990s- DVD

2000s- HiDef

What is the market looking for?

(Requirements)

• Direct experience

• User reviews/forums

• Partner testimonies

• Media

What does “ready” look like?

(Evaluation criteria)

• Leading = 4

• Pacing = 3

• Laggard = 2

• Unaffected = 1 How are the vendors doing?

(The players)

• Market leaders

• Companies we have direct experience with

Evaluation Methodology

The RequirementsCustomer

Experience Management

Merchandising Supply Chain Flexibility and Market

Participation

Multichannel Order Management

Product Attributing Dropship API

Endless Aisle Kits/ConfigurableProducts

3PL Customization

Master data management

Bulk Editing Single Inventory Architecture

Real-time product availability

Multichannel Pricing

Supply Chain Integration

Multichannel Leadership

Multichannel loyalty

DimensionalProduct Support

Ecosystem

B2B Customer Support

B2B productcatalogs

• What is it?• Attributing is the ability to provide the ability to use keywords or phrases to

more fully describe a product.

• Why is it important?• Attributes are necessary to enable attribute-based navigation which helps

consumers limit thousands of choices to dozens and compare products.

• What are the key requirements?• Attribute sets

• Unlimited attributes

• Sharing attributes between channels

Example: Product Attributing

• Bulk editing• Attribute typing

Example: Requirement RubricScore Evaluation Criteria

4 – Leading Software provides an integrated order management capability for complete tracking of dropship items

Has leading inventory availability capability (See 5.1.4 Real-time product availability)

Allows for dynamic creation of dropship orders based on inventory availability Selects location or vendor closest to customer for fastest/least expensive shipping Tracks shipments down to the line item level Allows for partial shipments Three-way match capability

3 – Pacing Software provides a standards-based API that can be integrated into a third-party order management platform

Allows for integration with external three-way match software

2 – Lagging Software provides a proprietary API that can be integrated into a third-party order management platform

Allows for integration with external three-way match software

1 – Unaffected Has no three-way match capability Has no integration options

Software Packages EvaluatedPoint-of-Sale ERP eCommerce

NCR Counterpoint Microsoft Dynamics AX Magento Enterprise

Microsoft Dynamics RMS Microsoft Dynamics GP Magento Community

LightSpeed Microsoft Dynamics SL Shopify

QuickBooks POS Microsoft Dynamics NAV Shopify Plus

RetailPro Sage 100 Bigcommerce

NetSuite SuiteCommerce NetSuite ASPDotNetStorefront

Intuit QuickBooks Amazon WebStore

Volusion

* nChannel does not resell any of these packages and no sponsorships were accepted

Flexibility and Community Engagement

Customer Experience Management

Merchandising/Product Information

Management

Supply Chain Management

Business Intelligence

Flexibility

The Importance of the API

• The experience won’t be the same

• It’s going to be expensive

• It will be brittle

• Who fixes it when you are gone?

The Winners take APIs Seriously

Flexibility/Community EngagementWhat the leaders do well

API

• Uses Internet Technologies

• REST/SOAP

Architecture

• Database

• nTier

Customization

• Can add functionality without code

Multichannel Leadership

• Talk about multichannel – a LOT

Ecosystem

• Have lots of add-ons

• Embrace & promote partners

Customer Experience Management

Customer Experience Management

Merchandising/Product Information

Management

Supply Chain Management

Business Intelligence

Flexibility

Creating Moments

• Make your customer’s life easier

• Give them a positive experience

• Demonstrate trustworthiness through consistency

• Be relevant

• Be easy to work with

• Know what your customer wants (and help them find it)

Customer Experience ManagementWhat the leaders do well

Real-time Product Availability

• Ability to share real time inventory data

Multichannel Order Management

• Support distributed fulfillment

• Provide CRM functionality

B2B Customer Management/

Support

• Support terms accounts

• Support customer specific pricing

Endless Aisle

• Support dropship transactions

• Support integration of supplier catalogs

Merchandising/Product Information Management

Customer Experience Management

Merchandising/Product Information

Management

Supply Chain Management

Business Intelligence

Flexibility

Merchandising/Product Information ManagementWhat the Leaders do well

Product Attributing

• Support the creation of attribute sets

• Unlimited attributing

Multichannel Pricing

• Allow price definition by sales location

Image Management

• Support multiple images per product

• Image tagging

Catalog Import/Export

• Enable the integration of supplier catalogs (with attributes)

Supply Chain Management

Customer Experience Management

Merchandising/Product Information

Management

Supply Chain Management

Business Intelligence

Flexibility

Supply Chain ManagementWhat the leaders do well

Drop Ship

• Create POs for supplier orders

Single Inventory

• Enable inventory from all locations to be viewed as one

Third-party Logistics

• Support multiple inventory locations

• Enable 3PL transactions

Supply Chain Integration

• Support supplier catalogs

Vendor Ratings

POS Vendor Matrix

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Overall 1.8 1.8 3.5 1.7 2.3 3.0

Customer Experience Management 1.83 1.83 3.4 1.67 2.5 3.67

Merchandising/Product Information

Management

2.0 1.75 3.75 1.9 2.25 2.5

Supply Chain Management 1.75 2.5 3.0 1.25 2.5 3.25

Flexibility and Community Engagement 1.6 1.2 3.8 2.0 2.0 2.6

ERP Vendor Matrix

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Overall 3.6 2.4 1.9 3.5 2.1 3.8 1.8

Customer Experience Management 3.7 2.7 2.3 3.7 2.3 3.7 1.7

Merchandising/Product Information Management

3.4 1.9 1.5 3.3 1.9 3.5 1.1

Supply Chain Management 4.0 3.0 2.0 4.0 2.5 4.0 2.3

Flexibility and Community Engagement 3.2 2.0 1.8 3.2 1.8 4.0 2.0

eCommerce Vendor Matrix

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Overall 3.5 3.3 3.4 3.9 3.6 2.5 3.2 3.2Customer Experience Management 2.8 2.8 3.2 3.7 3.3 2.7 2.7 3.3

Merchandising/Product Information Management

3.4 3.4 3.5 3.8 3.5 2.8 3.3 3.3

Supply Chain Management 4.0 3.3 3.0 4.0 3.5 2.3 3.8 3.0

Flexibility and Community Engagement 3.8 3.8 4.0 4.0 4.0 2.2 3.0 3.4

Success isn’t a result of spontaneous

combustion. You must set yourself on fire.

- Arnold Glasowmagazine editor, humorist, author

www.nchannel.com/wintermarket2015

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