To survive and thrive in today’s market, retailers must adapt and put the customer at the heart of their businesses – whether shopping through traditional brick and mortar stores, catalogs, call centers or online. Retailers can no longer treat different channels as separate businesses with separate systems managed by separate teams. This results in lack of visibility across channels and an inability to follow and track customers. A single, integrated strategy for driving compelling customer experiences while controlling costs has now become the standard. But realizing this requires strategic focus across multiple areas of the business.