Chap Achen

Minnesota

Sr Director Analyst at Gartner

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Articles

Why B2B Buyers Are Looking to Leverage More E-Commerce Offerings in 2024: Best Practices to Help Your Brand Prepare

Aug 21, 2024 | customerthink.com | Chap Achen

Business-to-business (B2B) buyers consist of real people with specific expectations for your sales funnel. Like their business-to-consumer (B2C) counterparts, these buyers are increasingly looking to leverage e-commerce offerings to navigate your sales funnel. According to a 2023 McKinsey & Company analysis, B2B e-commerce is the most effective sales channel, preferred by 35 percent of buyers and outpacing in-person sales by nearly 10 percent.
The Overlooked Competitive Factor of Predictive Promising: The Future of Delivery Estimates

Jul 17, 2024 | customerthink.com | Chap Achen

In the competitive world of retail and grocery, every advantage counts. There’s one often-overlooked factor that has a surprisingly big impact on customer satisfaction—the accuracy of estimated delivery dates (EDDs). Think about the last time you ordered something online. Did a clear delivery window help you relax and get excited about its arrival? Or did a long, vague timeline have you glued to the tracking info every few minutes? We’ve all been there.
The Composable Future of Omnichannel Inventory Management

Jun 26, 2024 | mytotalretail.com | Chap Achen

In the early 2000s, as smartphones and internet access transformed shopping habits, Best Buy revitalized its brand with a buy-online-pick-up-in-store (BOPIS) option, offering pickup within 45 minutes. At the time, Best Buy’s strategy was considered a bold and innovative response to customers shifting omnichannel purchasing preferences. Today, this experience is par for the course, offered by most retailers and widely embraced by consumers.
Let’s Move from Fast Promising to Smart Promising

Sep 8, 2023 | retailtouchpoints.com | Chap Achen |Adam Blair

September 8, 2023 at 8:43 AM EDT By Chap Achen, Nextuple Maksym Yemelyanov-stock.Adobe.com The rise of search-based and social selling has heightened retailers’ desire to offer aggressive estimated delivery dates (EDD). In addition to a host of other factors, the ability to offer fast delivery when customers search for a product or see it in a social ad has driven many retailers to prioritize promising as a key capability of their tech stacks. At the same time, many retailers are reporting...
Chap Achen

Jul 5, 2023 | salestechstar.com | Chap Achen

As inflation rises and consumer behavior continues to shift, retailers face the challenge of staying ahead of the competition while maintaining profitability. Fortunately, advancements…
Three Ways Technology Is Helping Retailers

Jul 5, 2023 | salestechstar.com | Chap Achen

As inflation rises and consumer behavior continues to shift, retailers face the challenge of staying ahead of the competition while maintaining profitability. Fortunately, advancements in technology have opened up a world of possibilities for retailers looking to survive and thrive in today’s economic climate.
How Composable Commerce is keeping retailers relevant

Apr 26, 2023 | ecommerceage.co.uk | Chap Achen |Andy Oakes

By Chap Achen, VP, Product Strategy & Operations, NextupleWe are living in the omnichannel era, where consumers expect to shop on their own terms and retailers must provide a totally customizable experience. This approach can shatter traditional fulfilment rules and require a level of agility that is simply not baked into the legacy systems in place for many national retailers.
Composable Commerce Helps Retail Keep Up

Apr 23, 2023 | streetfightmag.com | Chap Achen

Today’s consumer is the one in control of the fulfillment experience. The modern shopper expects to be able to dictate their own terms from an array of options: store pickup vs. shipping; locker pickup; same-day delivery; and more. Retail legacy technology systems may not offer this degree of flexibility – but adding capabilities, either by building them in-house, or submitting a request to the SaaS vendor, is difficult and time-consuming.
Digital Twins: The Secret to Better Retail Planning

Mar 13, 2023 | rtinsights.com | Chap Achen

A digital twin allows a business decision-maker to test and validate a complete set of strategies and objectives across teams and make smart decisions that improve the customer experience and maximize profitability. Fulfillment at scale requires hundreds of different decisions and managing a range of variables – from inventory levels to delivery costs to customer preferences for pickup and delivery.
The need to maintain efficient returns systems in warehouses; to retain customers, maximize margins and remain competitive By Edward Hutchison

Feb 15, 2023 | retail-merchandiser.com | Chap Achen

Returning goods has become as an established part of shopping as buying them, since being accelerated during the era of growth in online shopping, where goods are purchased without being tried. The free returns promise carried over to all retail channels, including the high street, and has created a situation in this ultra-competitive sector where the unconditional invitation of free return of goods has become enshrined.