Welcome to SAP Coffee Break with Game-Changers Radio blog on SCN. I'm Bonnie D. Graham, creator / producer/ host of our weekly live thought leader talk series. Episode #74 aired live on Feb. 27, 2013. Listen on-demand at your convenience.
Episode Overview:
Have you figured out what each of your customers really, really wants? If yes, great!
Now, do you know how to design a personalized, easy, conversational shopping experience that your customers love, want more of, talk about, post on FB (Facebook), and TW (Tweet) about – but won’t perceive as intrusive or – wait for it – creepy? After all, your goal is to inspire customer loyalty, not incite a restraining order.
If you answered "no" to either question, listen up.
Our on-the-money experts know the retail industry inside-out and can tell you how the pros do it.
The experts speak.
Paula Rosenblum, RSR: “The essence of precision retail is what I call ‘The Grand Unified Theory’ – combining the customer intimacy and knowledge of the very, very small (independents) with the economies of scale and scope of the very, very large. Yes, I stole this concept from physics.”
Vicki Cantrell, NRF: “Perfection is the enemy of the good, and it takes too long. Don’t worry, be crappy.” – Vicki Cantrell, combining pieces of various quotes
Lori Mitchell-Keller, SAP: “Retailers will go out of business and e-commerce will dominate UNLESS retailers use their culture to draw customers into their stores.”
Join us for more insights on Precision Retail: What’ve YOU Done for Your Customer Lately?
Meet our panelists:
Pictured above [L to R]: Vicki Cantrell, Lori Mitchell-Keller, Paula Rosenblum
Paula Rosenblum, a Managing Partner at Retail Systems Research (RSR), has more than 25 years of experience in the retail industry as both a practitioner and an analyst. She is well-known for her pragmatic approach to retail. She combines thought leadership with practical experience in her writing, speaking, and advisory engagements. Prior to joining RSR, Paula built the research practice at RSAG, served as Vice President of Aberdeen Group's Retail Research practice, and was a Retail Research Director for AMR Research. Previous to that, she spent more than 20 years as a retail-technology executive, including several years as CIO at Domain Home Fashions and iParty.
Vicki Cantrell is Senior Vice President, Communities and Executive Director, Shop.org at the National Retail Federation (NRF). She provides strategic direction and management of Shop.org, the digital retail division of the NRF, as well as oversight for all NRF business-related communities, including NRF’s CIO Council, the Association of Retail Technology Standards (ARTS), the Retail Advertising and Marketing Association (RAMA), and Loss Prevention. Previously, Vicki was COO and CIO of Tory Burch during a period of extreme growth and expansion domestically and internationally. During her storied retail career, she served as CIO of Giorgio Armani Corporation and held positions with Gucci Group, Party City, and J.C. Penney. A respected industry leader, Vicki has been an active member of NRF and the NRF CIO Council for more than ten years. She was named one of the most prominent women IT executives by Executive Technology magazine.
Lori Mitchell-Keller is Senior Vice President of SAP’s Global Industry Business Unit for Retail, leading solution management for all SAP for Retail solutions. Her team focuses on delivering end-to-end solutions that help customers build unified channels, consumer-driven supply networks, consumer insight, and integrated merchandising and marketing. Previously at SAP, Lori led line-of-business solution management for Idea-to-Delivery, overseeing delivery of end-to-end solutions in supply-chain management, product-lifecycle management, manufacturing, procurement, operational-performance management, and business networks. Before joining SAP, she spent ten years in leadership positions with Manugistics, most recently as Chief Marketing Officer and Senior Vice President of Product Management, Product Marketing, and Corporate Marketing. Earlier in her career, Lori worked in supply-chain-management roles for Baxter Healthcare, Allegiance Healthcare, and AT&T Consumer Products Laboratories.
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