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Transformación Omnicanal del Retail
© Aptos, Inc. All rights reserved. © Aptos, Inc. All rights reserved.
La Transformación Omnicanal y el Futbol…
3 © Aptos, Inc. All rights reserved.
El Ciclo de Relacionamiento del Cliente
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CONOCIMIENTO CONSIDERACION COMPRA RETENCION PROMOTOR
PUBLICRELATIONS
RADIO | TVPRINT
WORD OFMOUTH
ONLINE ADS
PPC
SOCIAL ADS
REVIEWS
BLOG
MEDIA WEBSITE
COMMUNITYFORUM
BLOG
SOCIALNETWORKS
NEWSLETTER
DIRECT MAILEMAIL
ECOMMERCE
STOREKNOWLEDGE
BASE PROMOTIONS
FAQ
Retail Systems Research:Ciclo de Relacionamiento del Cliente
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Sofia Customer Journey:
CONOCIMIENTO CONSIDERACION COMPRA
Pre Compra Proceso de Compra
RETENCION Y LEALTAD
Post-pcompra
Social & Video
Branded App
E-com & Web
Publicidad
Wholesale / Channels
Tienda
Everyday Life
Can
al F
isic
oD
igita
l
Reads email about season’s hottest sweater
Sees similar sweater on Instagram from a
fashion influencer
Searches website to research and confirm in-store availability but not
sure which size will fit best
Goes to store to try on; loves it in black and wants yellow, but not in-store in her size
Once home, regrets not buying necklace that sales associate suggested to go
with black sweater. Goes to branded app and orders it and a suggested bracelet.
Receives yellow sweater, necklace – loves them – but bracelet doesn’t work for her.
Visits website for styling tips
Sales associate reviews customer
purchase history on tablet and places order for yellow sweater to be
shipped to home
Buys new bracelet and scarf to match
yellow sweater.
Joins retailer loyalty program and follows their Instagram account.
Returns it to the store and
browses other jewelry.
Buys black sweater
Receives personalized offer for monogramming
service
Returns to store to customize sweaters. Buys scarf recommended by associate.
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Sus clientes se están comunicando con usted todos los días...
Pero estamos poniendo antencion en lo que quieren?
SofiaCustomer Journey:
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Como Podemos mejorar?Análisis del ciclo de relacionamiento del Cliente
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Aptos Singular Commerce
La búsqueda de un relacionamiento diferenciado …desde el diseño del producto hasta el cliente final
CRM ECOMMERCE POS/POS MOVIL OMS ANALÍTICOS AUDITORIA
PLANEACIÓN FINANCIERA/
ESTRATÉGICA
PLANEACIÓN DE ASSORTMENT
PLM PLANEACIÓN, ALLOCATION Y
REABASTO
COLABORACIÓN CON
PROVEEDORES
MERCADERÍAS /WMS
Ciclo de Vida de las Mercaderías
Ciclo de Vida del Cliente
Ciclo de Vida de los Pedidos
© Aptos, Inc. All rights reserved.
CONOCIMIENTO CONSIDERACION COMPRA RETENCION PROMOTOR
PUBLICRELATIONS
RADIO | TVPRINT
WORD OFMOUTH
ONLINE ADS
PPC
SOCIAL ADS
REVIEWS
BLOG
MEDIA WEBSITE
COMMUNITYFORUM
BLOG
SOCIALNETWORKS
NEWSLETTER
DIRECT MAILEMAIL
ECOMMERCE
STOREKNOWLEDGE
BASE PROMOTIONS
FAQ
Retail Systems Research:Mapeo del Ciclo de Relacionamiento
POS, OMS, Mercaderias
Planeación, CRM, Fidelización, etc…
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OMSOrder Management System
Integrando canales, puntos de contacto y logística para asegurar
Tiendas(POS/Mobile)
ComercioDigital
CatálogoCall Center
CD/WMS
Entrega Directa del Proveedor
CRM
Enterprise OrderManagement
API/EDI/XML
•Captura•Orquestación
•Hub
Tiendas(POS/Mobile)
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• Buy onlinepickup in store
• Buy in store ship to other store
• Buy onlinefulfill from store
• Reserve online pickup in store
• Buy onlineship to store
• Buy in store ship to home
Flexibilidad de Entrega Sin-Límites
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Maximizando el valor de la marca a cada punto de contacto
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Encarando a cada Cliente en base a sus preferencias
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La vision Omnicanal de Aptos
Una visión de Omnicanalidad integral debe conectar al OMS central con los sistemas de tienda física (POS) y Digital así como de gestión de clientes (CRM) para potenciar cada canal con opciones personalizadas, preferencias y ofertas que sean únicas y relevantes a cada cliente
CRMPOS
COMMERCE
OMSOMS
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Algunos retailers ya están capitalizando varios aspectos del ciclo de relacionamiento Omnicanal a su favor
SephoraExperiencias
personalizadas y relevantes
Tommy BahamaAcercando la experiencia de
la marca a los clientes
Grupo AxoExperiencias en la tienda
incentivando la repetición de compra
NikeUna visión de marca con un
enfoque en el cliente
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…Poniendo al Cliente PrimeroExperiencia de retail Omnicanal inigualable
APTOS POS130K+ TIENDAS
APTOS CRM250M+ CLIENTES
APTOS OMS$700M+ GMV
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Omni-channel SolutionsLeadership with Aptos
Forrester WavePoint of Service
IDC MarketScapeWorldwide DOM
Aptos
IDC MarketScapeWorldwide Point-of-Sale
IDC MarketScape Worldwide Point-of-Sale Software in Large Enterprise Retail Apparel and Softlines, 2017
Aptos
IDC Market Distributed Order Orchestration for Midmarket Retailers
Aptos
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Recognized by the IndustryPowerful product efforts
6 MajorReleases
Significant Integrations
The “Big 3” analyst firms have recognized and affirmed our leadership position in seven major reports this year
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Cloud leaders create significant value for customers
Tiene preferencia por la Nube?
Source: Market data as of 060918. ¹ Acquired by Oracle in July 2016.; ² Acquired by Salesforce in June 2016.; 4Acquired by Adobe in May 2018.
Sales
Infrastructure
Collaboration
Communication
Service
Marketing
HCM
Healthcare
3Commerce
4E-Commerce
Retail Experience
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Customer Experience IndexRetail Transformation: Benchmarking
Personalized
Offered
Integrated & Automated
Emotional Assessment
Informative / Reliable
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Congratulations & Thank you!
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Product Strategy
