Customer-centricity, merchandising, assortment planning, supply chain, space planning, planogram, logistics, retail strategy

With retailers looking to adopt a customer-centric strategy to succeed in the hyper-competitive environment, it is vital to understand the impact of such a strategy on a retailer’s business functions. While the impact on merchandising is well understood in terms of sharper assortment and improved presentation, the impact on supply chain needs to be studied in detail. This would ensure the alignment of customer-centricity with the organization’s overall direction and growth of revenues and profitability while increasing customer satisfaction levels