The most important part of this is to listen to your customers, partners, and teams. Next year, retail marketers globally expect to use ten different customer data sources to power their marketing, which will be 43% more than in 2019. This presents both a major technological challenge as well as an organizational challenge to manage and use all that data effectively at scale. Use real-time data to understand your customers’ needs, and support them with the right message at the right time.
Remember, most of today’s retail journeys are digital ones. Once you have a unified CRM in place, build connected, personalized journeys with timely, relevant content, and real-time interactions based on your customers’ needs — including the ability to respond to a crisis.