市場調查報告書

IDC PlanScape:退貨管理、逆向物流的數位轉型 (DX)

IDC PlanScape: Digital Transformation for Returns Management and Reverse Logistics

出版商 IDC 商品編碼 928620
出版日期 內容資訊 英文 15 Pages
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IDC PlanScape:退貨管理、逆向物流的數位轉型 (DX) IDC PlanScape: Digital Transformation for Returns Management and Reverse Logistics
出版日期: 2020年03月11日內容資訊: 英文 15 Pages
簡介

退貨,是零售業中4,000億美元規模的問題,隨著電子商務的持續性擴大而急速擴大。美國的線上銷售,2013年是零售銷售量的僅5.8%。去年增加到11.1%,預計至2021年增加到美國的零售銷售量的13.7%。網路購物增加,每個包裹的投遞變多,導致商店和線上的退貨增加。

本報告提供退貨管理、逆向物流的數位轉型 (DX) 相關調查分析,重要性為焦點,概要,相關利益者,有效利用方法等系統性資訊。

IDC PlanScape價值

摘要整理

退貨管理、逆向物流的數位轉型 (DX) 重要的理由

  • 邊線受到關注
  • 關於消費者的退貨「理由」
  • 關於消費者的退貨「方法」
  • 退貨機會
  • 永續性的參與

所謂退貨管理、逆向物流的數位轉型 (DX)

  • 所謂退貨管理
  • 所謂逆向物流
  • 成功策略
  • Walmart、Refried Apparel、Patagonia,永續性第一

主要的相關利益者

組織活用退貨管理、逆向物流的數位轉型 (DX) 的方法

  • 目前退貨管理

對技術買主的建議

參考資料

  • 相關調查
目錄
Product Code: US46093119

This IDC study addresses the exploding growth in ecommerce, the rise in returns that has come along with that growth, and the cost of those returns on customer experience, profitability, and sustainability.Returns are a $400 billion problem at retail and growing rapidly in line with continued expansion in ecommerce. U.S. online sales were just 5.8% of total retail sales in 2013; they had grown to 11.1% by last year and are projected to be 13.7% of total U.S. retail sales by 2021.More online shopping necessitates more individual package deliveries, and that leads to more returns, in store and online. While returns have historically been regarded as just a "cost of doing business," growth in ecommerce and the higher levels of returns it generates, combined with the potential for customer dissatisfaction, are driving retailers to evaluate returns as not just a line item on the balance sheet but as a process area that deserves significant attention and reengineering. Better practices when it comes to returns management and reverse logistics are crucial for profitability but also open the door for competitive differentiation.

The road to successful returns management and reverse logistics travels along a path of digital transformation."While many costs are subtracted in moving from the top line to the bottom line, including labor, taxes, amortization, and the like, there's also another line to consider that doesn't show up on a balance sheet but is equally important," said Jordan K. Speer, research manager, Global Supply Chain. "Think of it as a sideline, one that extends from top to bottom and is also the vantage point from where your customer sits, watching. The sideline comprises the effects of returns on your customer, and thus to the cachet of your brand."

IDC PlanScape Figure

Executive Summary

Why Is DX for Returns Management and Reverse Logistics Important?

  • Focus on the Sideline
  • Understanding the "Why" of Consumer Returns
  • Understanding the "How" of Consumer Returns
  • Returns Are an Opportunity
  • Where Sustainability Enters the Picture

What Is DX for Returns Management and Reverse Logistics?

  • What Is Returns Management?
  • What Is Reverse Logistics?
  • What Goes into a Successful Returns Management and Reverse Logistics Strategy?
  • At Walmart, Refried Apparel, and Patagonia, Sustainability Is Top of Mind

Who Are the Key Stakeholders?

How Can My Organization Take Advantage of DX for Returns Management and Reverse Logistics?

  • Here-and-Now Returns Management
    • Assign Responsibility and Be Strategic
    • Close the Loop

Advice for Technology Buyers

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