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Navigable Slide Index

1. Introduction
2. Agenda
3. The elementary ingredients of success
4. Objectives - nine 'get right's
5. Fire - getting the change going
6. Paint the vision and the prize clearly
7. Use pathfinding pilots to prove the case
8. Treat Multichannel change as a programme
9. Earth - the metrics
10. Create a customer metrics view
11. Establish the baseline
12. Measure individuals against their multichannel role
13. Water - the customer view
14. Be consistent with the customer
15. Start where the customer is now
16. Plan, communicate and review
17. In conclusion
18. Acknowledgments

Topics Covered

• How to organize for and implement changes in a multichannel strategy
• Building organization commitment for change
• Governance and management approach
• Metrics in the multichannel environment
• Aligning customers' channel use with the strategy

Links

Series:

• Multichannel Marketing

Categories:

• Marketing & Sales
• Technology & Operations

Talk Citation

Publication History

• Published on December 31, 2008
• Archived on March 17, 2022