Current Surveys

Improving Retailer Responsiveness with Real-time Business Intelligence

Beyond improving merchandise planning, improved cross selling, and customer retention, retailers can use business intelligence to respond to sudden changes in their selling and IT environments.  To that end, many seek to enable their operations with near real-time reporting and performance management capabilities. RSR calls this real-time actionable information operationalized real-time business intelligence and we believe its usage is critical to improving retailer responsiveness.  

To help us validate our hypothesis and quantify value received from using this data, we need your help. Please participate in the this research survey to help us separate fact from fiction. Respondents will have access to our complete report – Improving Retailer Responsiveness with Real-time Business Intelligence. This report, which will be published in September 2008, will highlight results from this survey.

All responses will be kept strictly confidential.  To take the survey, please click here.



Loyalty and Personalization: The Next Generation of Retail CRM

Last year, RSR explored why it is so challenging to create real customer loyalty through loyalty programs. We learned a basic lesson: if you consistently create offers that consumers value (and as an aside, are profitable for the retailer), then customers will reward you with loyalty, which means, they’ll return more frequently, and spend more money every time they shop. This seems simple, but it was amazing how many retailers did not track or know if their customers found value in their offers. Worse yet, many did not know if the offers they made were even profitable – a dangerous game to play.
 
But there are plenty of ways to collect customer information that do not necessarily rely on loyalty programs. So this year, we intend to take a step back from loyalty programs explicitly, and examine how retailers are using customer data to manage customer relationships – and whether this is indeed being used effectively to create customer loyalty.

Please take a few minutes to share your experience with your company’s loyalty programs. Individual responses will be kept completely confidential. To take the survey, please click here.



Playing Well with Others: eCommerce's Evolving Role in the Customer Experience

Ecommerce growth shows little sign of slowing in an environment where brick and mortar sales growth is shaky at best.

This survey aims to jump-start a dialog on the role that eCommerce will play, not as an independent entity, but as a player in an integrated cross-channel strategy. With your help, we will examine retailers’ online strategies to determine what retail winners do differently in the design and execution of their online customer service experience. Our objective is to identify best practices – and new tricks – that make online a differentiating retail experience, with particular emphasis on how these practices can be, and are actually applied to other channels.

Your time and your answers play an important role in helping the industry define ways to move forward and improve the capabilities of eCommerce. We really appreciate you taking the time to provide thoughtful input. To take the survey, please click here.