Deloitte's Xmas Retail Survey 2008

Just spotted Deloitte's related paper to their annual Christmas survey; 'Multichannel retailing - every cloud has a silver lining'.

It's a succinct read and I'm sure only touches the surface of the survey results. In reading it, I felt a level of vindication for my earlier posting about the need for CRM. The survey results would indicate that retailers do see the need for a CRM as an enabler to consumer x-channel behaviour - great news!

Interestingly, joint top of the key challenges faced to becoming a true multichannel retailer is 'Inflexible organisation structures and processes that are based on channel and not brand' at 41%, but 'Implementing the required cultural shift and changes to measures and incentives' was last at 9%. Surely these should be of joint importance, the latter going some way to address the former? I may not be an organisational change expert, but laying out some incentives to encourage behavioural change is a good step in the right direction for getting organisational change accepted.