Retailers are embracing strategies to respond to consumers’ desire to research, browse and buy across channels, from physical retail stores to the Internet and catalogs. The potential rewards for effective multichannel retailers are significant: research shows that cross-channel shoppers spend more money and are more profitable in the long term.
This study explores the organizational and talent challenges companies face when building their multichannel capabilities, the skill-sets and experience required for multichannel leaders, and considerations for finding and developing critical talent for the multichannel organization.
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