Retail industry

Thought leadership from the IBM Institute of Business Value

Greater expectations - Consumers are asking for tomorrow, today

Updated 13 Jan 2014

By studying trends from around the world, we identified key capabilities that shoppers expect retailers to deliver today–capabilities that consumers are using to choose where they shop.


Analytics: The real-world use of big data in retail - How innovative retailers extract value from uncertain data

Updated 08 Aug 2013

While big data is the convergence of more data from more sources than we have ever seen, it also represents a cultural shift in the way retailers connect with consumers in a meaningful way.


From transactions to relationships - Connecting with the transitioning shopper

Updated 08 Jan 2013

While the store remains the cornerstone of the shopping experience, our survey of more than 26,000 customers reveals that today’s empowered consumers are becoming increasingly comfortable purchasing through multiple retail channels.


Winning over the empowered consumer

Updated 04 Jan 2012

In today’s tumultuous world, how well retailers and product brands build trust with both individuals and communities of consumers will determine whether they benefit from a base of loyal advocates or are left to fend with transient and fickle customers.


Capitalizing on the smarter consumer

Updated 07 Jan 2011

Customers today are more connected, vocal and demanding than ever before, and they want a personalized experience from retailers.


Capitalizing on Complexity: Insights from the Global CEO Study 2010 - Retail Industry Executive Summary

Updated 27 Jul 2010

Ever-rising complexity is unavoidable: the choice is in how retail organizations respond. Our interviews with more than 1,500 CEOs revealed that the most successful are creatively discovering ways to capitalize on complexity.


Meeting the demands of the smarter consumer

Updated 26 Jan 2010

Retailers that want to succeed in the future will have to keep pace with smarter consumers by providing new shopping channels, participating in social networks and using analytics to meet their demands.


Rethinking retailing with SOA: New levels of flexibility, agility and cost-efficiency

Updated 30 Apr 2009

Build a flexible infrastructure, Boost workplace efficiency, Optimize IT investments, Optimize supply chains and ops.


Retail opportunities in a world of extremes: Understanding today’s teens and boomers

Updated 08 Apr 2009

For both the teen and boomer segments, service is the defining point for a successful shopping experience - this paper summarizes some key IBM research findings relevant to retail opportunities targeting these two groups.


Podcast Interview: Shopper advocacy: Building consumer trust in the new economy

Updated 31 Mar 2009

While many competitors will be focused solely on improving cash positions or drastically cutting expenses, solid retail industry performers can approach this new economic environment as an opportunity to grab market share, increase customer loyalty and distance themselves from the competition.


Why advocacy matters to apparel retailers: Customer focus requires apparel

Updated 06 Mar 2009

IBM surveyed over 4000 retail consumers and found which retailer attributes help turn shoppers into advocates. The results also suggest a financial upside to building advocacy.


Why advocacy matters to drugstores and pharmacies: Customer focus for the health and wellness of your brand

Updated 06 Mar 2007

Drugstore retailers face increasing competition from multiple retail pharma counters and online/mail-order companies, but can work to increase market share by focusing on the customer experience.


Why advocacy matters to grocers: Surveyed consumers give retailers food for thought

Updated 06 Mar 2009

By understanding what drives customer advocacy, grocers can better differentiate themselves in an increasingly competitive marketplace.


Shopper advocacy: Building consumer trust in the new economy

Updated 24 Feb 2009

While many competitors will be focused solely on improving cash positions or drastically cutting expenses, solid retail industry performers can approach this new economic environment as an opportunity to grab market share, increase customer loyalty and distance themselves from the competition.


Why advocacy matters to online retailers: Customer focus can mean greater loyalty and financial returns are in store

Updated 10 Feb 2009

Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.


Podcast Interview: Why advocacy matters to online retailers

Updated 02 Feb 2009

Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.


Podcast Interview: Why advocacy matters to mall-based specialty apparel retailers

Updated 02 Feb 2009

Laura VanTine, a Managing Consultant with IBM Global Business Services talks with Maureen Stancik Boyce, PhD, an Associate Partner and the Distribution Sector Team Leader for the IBM Institute for Business Value.


Understanding consumer patterns and preferences in multi-channel retailing

Updated 30 Sep 2008

This survey of over 5,000 consumers in the U.S. and the UK answers many questions retailers need to consider when evaluating multi-channel initiatives.


Retail CFO Study spots critical gaps: Information integration and risk management fall short

Updated 2 Jun 2008

Our study results show that retailers need to catch up to other industries concerning how thoroughly they report on the customer dimension, and in the implementation and use of risk management tools.


Why advocacy matters to retailers: Insights from five retail segments

Updated 30 Jan 2008

Surveys conducted across five retail segments – grocery, large-format apparel, mall-based specialty apparel, drugstore and online – reveal key attributes that help turn everyday shoppers into loyal Advocates. And financially speaking, Advocates are the most valuable customers of all.


Podcast Interview: Turning shoppers into advocates: The customer focused retail enterprise

Updated 15 Jun 2007

While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect.


Podcast Interview: Turning shoppers into advocates: The customer focused retail enterprise

Updated 15 Jun 2007

While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect.


Charting a new course: The retail merchandising-supply network

Updated 17 May 2006

Most retailers still struggle to manage their merchandising and supply chain functions effectively. But to satisfy their target customers, retailers must make fundamental changes.


Driving successful shopping occasions through deeper insights

Updated 20 Jan 2006

Today’s well-informed consumers have far greater expectations of the shopping experience than previous generations – and if retailers are to fulfill those expectations, they need a much better understanding of their target customers than ever before.


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