It’s time for the branch of business known as “commerce” to move out of the back office, away from its legacy systems, and become real-time and more customer-centric. Processes must now be omni-channel. They should flow seamlessly across the various platforms that customers might use, including desktop, mobile, and in-person. This white paper from SAP outlines the role of commerce in each phase of the customer journey and highlights the five main tenets for omni-channel commerce success.
Phil Muncaster reports on China and beyond