Customer Management, Merchandising & Inventory Management and Data
Management Complete the 21st Century Retailer


BOSTON, MA -- (MARKET WIRE) -- 01/12/07 -- Early findings from the
benchmark study 21st Century Retailer: Managing Customers, Merchandise
& Data show that the three biggest areas of planned use of technology
tools in the next 12 to 24 months include: advanced real-time in-store
and web analytics (70%), cross-channel product information and content
management (53%), and single operational and merchandizing data across
all channels (49%). This news is announced today by Aberdeen, a
Harte-Hanks Company (NYSE: HHS), along with additional data derived
from end users regarding their multi-channel retail strategies.


Customer Management, Merchandizing & Inventory Management, and Data
Management emerged as three value-chain areas where retailers plan to
improve their multi-channel retailing capabilities and solutions
within the next 12 months. Respondents indicated that at least 70% of
all planned multi-channel solution deployments will take place in the
SMB (Small-Medium Businesses) and MME (Mid-Market Enterprise) retail
segment. According to Sahir Anand, retail research analyst, and
co-author of the study, "Retailers want a better approach towards
integrated customer relationships and revenue management as 47% of
those surveyed do not use CRM data in any system." Anand goes on to
state, "What's even more concerning is that nearly 46% surveyed either
don't measure any form of multi-channel information or do so on an
ad-hoc basis at best." The report points out that this information can
directly help retailers in improving their strategic decisions around
building efficiencies in multi-channel sales and operations.


Customer expectations of seamless purchase and delivery options across
channels are driving 67% of retailers to improve their sales
strategies. In response, 69% of retailers are working to create a
single brand identity across all channels thereby minimizing the
distinction between shopping preferences. Study co-author, John
Lovett, B2C eCommerce analyst, goes on to state, "Sixty-six percent of
Best-in-Class retailers go beyond establishing a single brand identity
across their delivery channels by prioritizing customers' ability to
purchase, take delivery, or return a product through the channel of
their choice." Data from the report illustrates that centralized
databases and distributed information and order management systems
facilitate these capabilities and contribute to a seamless customer
experience. Currently, 63% of Best-in-Class retailers use centralized
databases and 57% leverage distributed order management systems.


This research defines challenges and opportunities for retailers
competing in today's multiple sales channel environment. A
complimentary copy of the benchmark report will be available for a
limited time beginning on January 31, 2007.


About Aberdeen Group, a Harte-Hanks Company


Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked
more than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness,
creating demand, enabling sales, and delivering meaningful
return-on-investment analysis. As the trusted advisor to the global
technology markets, corporations turn to Aberdeen(TM) for insights
that drive decisions.


As a Harte-Hanks Company, Aberdeen plays a key role of putting content
in context for the global direct and targeted marketing company.
Aberdeen's analytical and independent view of the "customer
optimization" process of Harte-Hanks (Information - Opportunity -
Insight - Engagement - Interaction) extends the client value and
accentuates the strategic role Harte-Hanks brings to the market. For
additional information, visit Aberdeen http://www.aberdeen.com or call
(617) 723-7890, or to learn more about Harte-Hanks, call (800)
456-9748 or go to http://www.harte-hanks.com.