The Gap Glitches Show Need for Connecting IT and CRM
Updated · Jul 08, 2010
Incorrect customer transaction data and information sharing limitations between online and local stores at clothing retailer, the Gap, creates serious problems for some buyers. This report on ZDNet also says that buying online at the Gap and trying to return items at a local store became a difficult and lengthy ordeal due to multiple data problems.
“Creating a seamless online shopping experience requires accurate inventory data, purchase history, and so on. The data challenge grows when company such as The Gap integrates online services with local retail stores.
“According to anonymous Gap employees with whom I spoke, the company often faces difficulty resolving problems that arise when customers order online and seek service in a local store. The Gap did not respond to my official request for comment.”