One Customer, One P&L: Breaking Down Silos to Put the Customer First
When P&Ls are managed in channel silos, they drive companies to engage in strategies that support the objectives of the channel rather than the needs of the customer. Leading U.S. retailers are moving beyond omnichannel integration tactics and awakening to the fact that the traditional pillars of online and offline retail are no longer relevant in the age of the customer. What triggers retailers to move to a single P&L and what changes must be made within the company’s organization structure to support the move? This session will explore the many issues a company should consider when moving to a single P&L and also highlight the positive results of the move-a leaner organization focused on making holistic technology, customer experience and supply chain investments aligned around building customer value, not annual bonuses.