The diagram provides a product-agnostic overview of key business capabilities common to most B2C retailers. The industry blueprint diagrams the end-to-end retail process, from customer acquisition to analytics and optimization.
The typical lifecycle of a customer relationship in retail can be organized into seven major business processes. Each major process is made up of four sub-processes that together fulfill a business need for one stage of the cycle.
Capabilities can be grouped into four areas: Meet Shoppers Where They Are, Build the Workforce of the Future, Power Innovation with Data & Insights, and Optimize Business Relationships. These are the business needs that must be satisfied at each stage of the life cycle for the retailer to achieve business success.
For example, a retailer must have certain capabilities already in place before a customer can place an online order.
Platform Enablers and API and Data Sources are common across all lifecycle stages and business processes. Use platform enablers, APIs, and data sources as a baseline of functionality to support tailored solutions.
For additional detail, review the industry blueprint and information included in Transform the Consumer Experience, a Customer 360 Guide for retail.