Learn what makes or breaks an Omni-Channel solution
1. Understand customer needs. Understanding how customers interact with you and your platform will not only help you establish what kind of data and information you need in your channels, but it’s also crucial for setting the right overarching business rules.
2. Don’t do everything at once. As customer needs constantly change, applying a process of implementing, testing, and evaluating in each channel lays a good foundation for continuous growth.
3. Keep your strategy on track. Pushing forward and developing your solution is important, but beware of making a mess and losing sight of your core business logic.
Ultimately, having a centralized business logic is at the heart of developing a sustainable Omni-Channel strategy, particularly in B2B where more complex rules are prevalent.