Case study

Retail cross channel integration strategy


A retail chain fell short of corporate performance goals, with e-commerce and direct channels dragging already depressed shareholder value further down. The company hired a consultancy to examine and prioritize opportunities to effectively integrate its sales channels and to respond to growing competitive threats. Delivery Partners helped develop channel integration operating model.

Our work

  • Developed RFP and select research vendor for customer segmentation and dynamics analysis
  • Conducted external research of competitive cross-channel integration
  • Conducted primary customer research (survey design and analysis)
  • Assisted in developing channel integration scenarios (economics, prioritization, sequencing)


  • Understanding intra- and inter channel customer segmentation and dynamics through a market survey
  • Baseline of client’s and competitive integration levels across channels
  • Channel integration operating model
  • Validation and prioritization of opportunities based on economic value and feasibility