Customer-First Order Lifecycle Management in Omnichannel Retail

White papers

OMS

Customer-First Order Lifecycle Management in Omnichannel Retail

Examines why inventory-centric OMS falls short and how customer-first order management improves fulfillment visibility, speed, and satisfaction across channels.

Published

June 4, 2026

Read time

3 min read

Source

This white paper analyzes retailer performance gaps in meeting omnichannel expectations such as BOPIS, curbside pickup, real-time inventory visibility, and cross-channel returns. It presents benchmark data showing low adoption of unified commerce and limited internal visibility, then contrasts supply chain-first versus customer-first OMS approaches. The document links mature customer-centric order processes to stronger business outcomes and reduced loyalty risk.

Key takeaways

Only 38% of retailers have a defined omnichannel order management strategy

Fewer than 55% provide cross-channel inventory visibility or order tracking

Customer expectations now include same-day delivery, free shipping, and automated returns

Customer-first OMS prioritizes visibility and flexibility over pure inventory optimization

Just 12% of retailers rate their omnichannel operations as differentiating

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

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