Car Automotive

The foundation of an organization’s ability to achieve the four strategic imperatives resides in the in-store technology infrastructure. We believe that a store’s IT infrastructure should have three key characteristics:
• Integrated: An integrated IT infrastructure links applications and business processes between the enterprise and the store systems. New customer contact points (such as PDAs or cell phones) are easily integrated into the store IT infrastructure when appropriate. In addition, master data is stored in a single repository and shared across the organization. With this capability, store employees do not
have to reenter data, call the home office to confirm customer information or fill in missing information.
• Flexible: A flexible IT infrastructure easily supports a diverse range of in-store devices and touchpoints for customers and employees. New applications can be readily added and deployed over time. Deployment and support costs can be reduced through Web-based applications.
• Extensible: An extensible IT infrastructure supports the rapid rollout of new applications, features and services at the store. This infrastructure gives the organization the ability to leverage existing systems, such as POS, to dynamically deliver new services to store employees and customers.We have provided examples of how retailers can operationalize customer centricity by addressing three core areas of their business model. However, becoming truly customer centric requires retailers to systematically address all six areas in a structured approach to align the retailer’s change strategy with the priorities of
its business

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