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The 10 steps to building asuccessful eCommerce strategyTurin, 18 April, 2013
A unique end-to-end (e2e) service offeringStrategyConsultingProcessConsultingTechnologyConsultingProcess &SystemImplementa...
Accenture Interactive: Milan Centre of ExcellenceIndia DeliveryCenters ConsumerGoods(Hyderabad)TechnologyLabsBangalore, In...
The long journey from start-up to successCopyright © 2012 Accenture. All rights reserved. 4Start-upSuccess
The long journey from start-up to successCopyright © 2012 Accenture. All rights reserved. 52 - BusinessPlanning3 - Channel...
> Identify the reason why the customer should buy on a website and notthrough a traditional shopping experience.> We suppl...
How can we win in the most competitive scenario ever?7Copyright © 2012 Accenture. All rights reserved.
How can we win in the most competitive scenario ever?8Copyright © 2012 Accenture. All rights reserved.
How can we win in the most competitive scenario ever?9Copyright © 2012 Accenture. All rights reserved.YOU
How can we win in the most competitive scenario ever?10Copyright © 2012 Accenture. All rights reserved.YOUYOUR VALUEPROPOS...
Even the luxury fashion market is evolving11Copyright © 2012 Accenture. All rights reserved.> The customer givesless value...
> Succesfull eCommerce needs investments that are conformed toexpected results.> The undestimation of the requirements for...
Copyright © 2012 Accenture. All rights reserved. 13The correlation between levers, decisions and business planProfitROIRev...
Copyright © 2012 Accenture. All rights reserved. 14The correlation between levers, decisions and business planProfitROIRev...
Copyright © 2012 Accenture. All rights reserved. 15The correlation between levers, decisions and business planProfitROIRev...
Copyright © 2012 Accenture. All rights reserved. 16The correlation between levers, decisions and business planProfitROIRev...
Copyright © 2012 Accenture. All rights reserved. 17The correlation between levers, decisions and business planProfitROIRev...
Copyright © 2012 Accenture. All rights reserved. 18The correlation between levers, decisions and business planProfitROIRev...
> During his customer journey, the customer has the perception of one uniquecompany, because he doesn’t separate his exper...
OFFLINE20Cross-channel customer journeySEARCHNatural Search,SEOPaid Search,SEMSearchCapabilityLanding PageOptimisationiMED...
> eCommerce must be organised like a new company: a fractal of the originalone, but with new knowledge and delivery capabi...
Copyright © 2012 Accenture. All rights reserved. 22Typical eCommerce functionsMarketing &CRMCommercial &MerchandisingeComm...
23Organisational structure – Headcount benchmark
> eCommerce has a strong component that impacts on management costs andon the satisfaction of the customers – and subseque...
Copyright © 2012 Accenture. All rights reserved. 25Distribution strategy and operating model definition25Stock ManagementN...
> The opening of an eCommerce website is like an empty store in a streetwithout access (and we divide between contact with...
The customer acquisition strategy to reach goals27Copyright © 2012 Accenture. All rights reserved.> We can influence thevi...
The customer acquisition strategy to reach goals28Copyright © 2012 Accenture. All rights reserved.ClickThroughConversionTr...
> What is the price proposed by our competitors and players?> We have to study a price strategy that is consistent with di...
Copyright © 2012 Accenture. All rights reserved. 30Cross-channel strategy and planning modelSalesvolume«Body»Product varie...
Copyright © 2012 Accenture. All rights reserved. 31Cross-channel strategy and planning modelHistoricalDataOfflineBenchmark...
> Online, the customer tries to find all the items he can’t find in the little storesclose to home.> The assortment should...
The ideal assortment strategy for my business model33Copyright © 2012 Accenture. All rights reserved.> An attractive strat...
The strategy to win34Copyright © 2012 Accenture. All rights reserved.> An attractive strategywith the the ability towin co...
> The decision to make an online purchase requires more time and this isbased on specific parameters that are more rationa...
Product content influencesthrough the overall customer interactionHow product content influences interaction with the cust...
How product content influences interaction with the customer37Copyright © 2012 Accenture. All rights reserved.Pre-sales1Co...
> eCommerce shouldn’t only be nice, but it hs to be clear, linear and saleable.> An eCommerce site should be designed to m...
> UX is one of the mostpowerfull levers toinfluence the conversionof our eCommerce.> UX need to considermany different cus...
User experience is a scientific process that influencesconversion40Copyright © 2012 Accenture. All rights reserved.> UX is...
Copyright © 2012 Accenture. All rights reserved. 41eCommerce success is barely related totechnological aspects: the key po...
Copyright © 2012 Accenture. All rights reserved. 42Thank you!Federico GasparottoDigital Marketing Offering LeadAccenture I...
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10 Steps to create a sucessfull e-commerce strategy - 10 passi per creare un e-commerce di successo

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Quali sono i 10 passi per creare un e-commerce di successo? Value proposition, Business planning, Channels integration, organisation transformation, Direct marketing, Commercial strategy, assortment planning, Product datatsheet, User Experience

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  1. 1. The 10 steps to building asuccessful eCommerce strategyTurin, 18 April, 2013
  2. 2. A unique end-to-end (e2e) service offeringStrategyConsultingProcessConsultingTechnologyConsultingProcess &SystemImplementationInfrastructureOperationsApplicationOperationsBusinessProcessOperationsAccenture As Business Innovation PartnerStrategy ConsultingManagement ConsultingIT-ConsultingStrategy Process Information TechnologyManagement of BusinessProcessesComprehensive know-how throughexperts and projects across the e2evalue chainHigh implementation complexity throughIT and project management know-howCopyright © 2012 Accenture. All rights reserved. 2Change Management
  3. 3. Accenture Interactive: Milan Centre of ExcellenceIndia DeliveryCenters ConsumerGoods(Hyderabad)TechnologyLabsBangalore, IndiaOperations(Madrid ISC)CRM, S&M,BI, Planning(Milan ISC)ACINChicagoACINSao PauloAccenture InteractiveeCommerce Centre ofExcellenceMilanPhilippineDeliveryCentre(Manila)Supply Chain(Barcelona ISC)Technology LabsSan Josè,CaliforniaTechnologyLabsChicago, IllinoisHigh PerformanceBusiness ShowcaseMurray Hill, New JerseyLondon, United KingdomTechnology LabsSophia AntipolisSAP Retail(Bilbao)DeliveryCentre(Napoli)Value LedERP(Bangalore)Oracle Retail(Lodz)Accenture Customer Innovation NetworkAccenture Global Network of CG&S Industry Solution CentresGlobal Delivery NetworkAccenture Tecnology LabsTechnologyLabsBeijing, ChinaBI, ERP, Agri(Chicago, ISC)
  4. 4. The long journey from start-up to successCopyright © 2012 Accenture. All rights reserved. 4Start-upSuccess
  5. 5. The long journey from start-up to successCopyright © 2012 Accenture. All rights reserved. 52 - BusinessPlanning3 - ChannelIntegration5 – LogisticsEvolution6 - DirectMarketing7 – CommercialStrategy8 – AssortmentPlanning9 - Data Sheet10 - UserExperienceStart-upSucces1 - ValueProposition4 - OrganisationTransformation
  6. 6. > Identify the reason why the customer should buy on a website and notthrough a traditional shopping experience.> We supply three truly distinct advantagesStep 1) Value proposition6Copyright © 2012 Accenture. All rights reserved.“Hey, I have a new idea! We can create an eCommerceopportunity with all the items that we don’t sell in the physicalstore.“We can also sell at full price – and with the addition of thedelivery costs…. selling online is very easy!!”
  7. 7. How can we win in the most competitive scenario ever?7Copyright © 2012 Accenture. All rights reserved.
  8. 8. How can we win in the most competitive scenario ever?8Copyright © 2012 Accenture. All rights reserved.
  9. 9. How can we win in the most competitive scenario ever?9Copyright © 2012 Accenture. All rights reserved.YOU
  10. 10. How can we win in the most competitive scenario ever?10Copyright © 2012 Accenture. All rights reserved.YOUYOUR VALUEPROPOSITION
  11. 11. Even the luxury fashion market is evolving11Copyright © 2012 Accenture. All rights reserved.> The customer givesless value to the idea ofBrand, if he can buyclothes, shoes andaccessories.> The asymmetric valueperception is leveragedby the new businessmodel.> The internationalcrisis is the primaryreason for this trend.
  12. 12. > Succesfull eCommerce needs investments that are conformed toexpected results.> The undestimation of the requirements for eCommerce (deficit offinancial resources) is the first obstacle in obtaining success.Step 2) Business planning12Copyright © 2012 Accenture. All rights reserved.“Mmmm… I can create a website using Magento andmanage the invoices with a free plugin. Then we could focuson agile: we’ll get away with € 100. Ha-ha!“I don’t understand these dummies who pay millions andmillions on an eCommerce website!”
  13. 13. Copyright © 2012 Accenture. All rights reserved. 13The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticsPlatformTeamCatalogue/AssetWarehouseCustomer service> Planning an eCommercebusiness means:> Reaching the break-even.> Granting the profitability.> Building a scalablemodel.> Supporting the businessbalance means:> Balancing- capital investment- operative cost.> Defining a "make" or "buy"scenario based oncompany needs.
  14. 14. Copyright © 2012 Accenture. All rights reserved. 14The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticPlatformTeamCatalogue / AssetWarehouseCustomer serviceLicenseeCommerceWebsiteOrder ManagementLEDD.M.D.DeliveryMarketingOperationsTradingCommunicationReturnCopyrightTranslationShootingOrganicLEDD.M.D.Average price# items> Planning an eCommercebusiness means:> Reaching the break-even.> Granting the profitability.> Building a scalable model.> Supporting the businessbalance means:> Balancing- capital investment- operative cost.> Defining a "make" or "buy"scenario based oncompany needs.
  15. 15. Copyright © 2012 Accenture. All rights reserved. 15The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticPlatformTeamCatalogue / AssetWarehouseCustomer serviceLicenceeCommerceWebsiteOrder mgmt.LEDD.M.D.DeliveryMarketingOperationsTradingCommunicationReturnCopyrightTranslationShootingOrganicLEDD.M.D.Average price# items> Planning an eCommercebusiness mean:> Reaching the break-even.> Granting the profitability.> Building a scalable model.> Supporting the businessbalance means:> Balancing- capital investment- operative cost> Defining a "make" or "buy"scenario based oncompany needs.Increasecustomer
  16. 16. Copyright © 2012 Accenture. All rights reserved. 16The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticPlatformTeamCatalogue / AssetWarehouseCustomer serviceLicenceeCommerceWebsiteOrder ManagementLEDD.M.D.DeliveryMarketingOperationsTradingCommunicationReturnCopyrightTranslationShootingOrganicLEDD.M.D.Average price# items> Planning an eCommercebusiness means:> Reaching the breakevent.> Granting the profitability.> Building a scalablemodel.> Supporting the businessbalance means:> Balancing- capital investment- operative cost.> Defining a "make" or"buy" scenario based oncompany needs.Increaseconversion
  17. 17. Copyright © 2012 Accenture. All rights reserved. 17The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticPlatformTeamCatalogue / AssetWarehouseCustomer serviceLicenceeCommerceWebsiteOrder ManagementLEDD.M.D.DeliveryMarketingOperationsTradingCommunicationReturnCopyrightTranslationShootingOrganicLEDD.M.D.Average price# items> Planning an eCommercebusiness means:> Reaching the breakevent.> Granting the profitability.> Building a scalablemodel.> Supporting the businessbalance means:> Balancing- capital investment- operative cost> Defining a "make" or"buy" scenario based oncompany needs.ApproachemergingmarketsquicklyWarehouse
  18. 18. Copyright © 2012 Accenture. All rights reserved. 18The correlation between levers, decisions and business planProfitROIRevenuesOpexCapexTrafficConversionATVMarketingLogisticPlatformTeamCatalogue / AssetWarehouseCustomer serviceLicenceeCommerceWebsiteOrder ManagementLEDD.M.D.DeliveryMarketingOperationsTradingCommunicationReturnCopyrightTranslationShootingOrganicLEDD.M.D.Average price# items> Planning an eCommercebusiness means:> Reaching the breakevent.> Granting the profitability.> Building a scalablemodel.> Supporting the businessbalance means:> Balancing- capital investment- operative cost> Defining a "make" or"buy" scenario based oncompany needs.StudioImproveproductcontentquality
  19. 19. > During his customer journey, the customer has the perception of one uniquecompany, because he doesn’t separate his experience between online andphysical shopping.> The website supports the physical shops and puts the customers incontact with the company.Step 3) Channel Integration19Copyright © 2012 Accenture. All rights reserved.“So… we can’t do online discounts, otherwise thepeople won’t go to the physical store; the onlinestore mustn’t cannibalise the physical store.”
  20. 20. OFFLINE20Cross-channel customer journeySEARCHNatural Search,SEOPaid Search,SEMSearchCapabilityLanding PageOptimisationiMEDIAStandardDisplay AdsRich MediaAdsBroadbandVideoWeb TVWEB SITEBrandedSitesAffiliateSitePromotionalSiteUsability &AccessibilityAnalytics,Web SiteOptimisationPARTNERSHIPSContentSyndicationComparisonSites,ShoppingDirectoriesSponsorships,Co-brandingPhilanthropicCauseMarketingE-COMMERCEDirect toConsumerWhere to BuyFunctionalityBrandedStorefrontSell Direct onThird-Party SiteTechnicalPlatformMOBILEMobileBrowserMobile Aps QR Codes, GPSRFID POSTextMessagingCRMLoyaltyPlatformBehaviouralTargeting &AcquisitionCross-sellEngineRetention &WinBackCampaigns,Email,ReportingSOCIALOnline Video Communities,Answer ForumsWord-of-mouth,Buzz, ReferralsWikis, blogs,Crowd SourcingProductInnovationMultichannel Customer JourneyFOUNDATIONAWARENESSADVOCACYPURCHASECONSIDERATIONLOYALTYONLINEIdentificationof NeedSearch forSolutionEvaluateAlternativesProductDetailsVisit tothe storePurchaseDecisionVisit tothebrandwebsiteCompareOffersOnlinePurchaseSocialInteractionOnlineRegistrationMobileAppOfflinePurchaseDIGITAL CAPABILITIES TO LEVERAGE19% 81%Time SpentCopyright © 2012 Accenture. All rights reserved.
  21. 21. > eCommerce must be organised like a new company: a fractal of the originalone, but with new knowledge and delivery capabilities appropriate to thepotential business.> We need to create an internal organisation able to support and deliverthe expected business.Step 4) Organisation transformation21Copyright © 2012 Accenture. All rights reserved.“We can dismiss the webmaster guy and employ anotherguy with some digital competences…“So, have you ever seen how much communication we havedone in print, brochures, catalogues!? It will be faster andmore efficent.”
  22. 22. Copyright © 2012 Accenture. All rights reserved. 22Typical eCommerce functionsMarketing &CRMCommercial &MerchandisingeCommercefunctionsTechnology&ProjectManagementOperation &CustomerServiceContent &Creative> Aligningcampaigns withoff-line marketing> Newsletters> Affiliates> Channel Advisor> Search EngineOptimisation /Manage Third-Party Agency> Site BehaviourAnalysis> CRM> AssortmentPlanning> Pricing &Promotions> Article Setup &Hierarchy> ProductEnrichment> Site Design> Text & Images> Editorials> Third-PartyAgencyManagement> Page Design andSite Usability> Cross ChannelCompatibility –Web vs. Mobile> Order placement> Queries on orders> Out of stockManagement> ProblemManagement, e.g.faulty, neverarrived> ReturnsManagement> FraudManagement> General Queries> Issue Resolution(e.g. stability,contentpublishing)> FunctionalEnhancement> Third-Party ITManagement> TechnologyScaling
  23. 23. 23Organisational structure – Headcount benchmark
  24. 24. > eCommerce has a strong component that impacts on management costs andon the satisfaction of the customers – and subsequently on the sales volume.> eCommerce logistics needs to be perceived alongside processes,means and dedicated stakeholders.Step 5) Logistics evolution24Copyright © 2012 Accenture. All rights reserved.“We already have 200 stores with200 small warehouses… Aha! I’ll use those!Don’t you understand how many items that is?I’ll certainly beat the pure-player.”
  25. 25. Copyright © 2012 Accenture. All rights reserved. 25Distribution strategy and operating model definition25Stock ManagementNeed vs. Capability1Dedicated WHWhls /RetailB2CShared stock and WHWhls /RetailB2CDedicated stock,same WHWhls /RetailB2CStore network stockRetail B2CLogisticsNetwork Strategy2OperatingModel / Warehouse3In-house Outsourcing toeCommerce ProviderOutsourcing to LSPFunctionaldepthIn-houseLevel of outsourcingLSPe-providerFunctionaldepthIn-houseLevel of outsourcingLSPFunctionaldepthIn-houseLevel of outsourcing3PLe-providere-providerCentralised Decentralised +store network leverageDecentralised
  26. 26. > The opening of an eCommerce website is like an empty store in a streetwithout access (and we divide between contact with high CTR of 30 percentand visitors with CR of 0,8 percent).> We need to crowd our online store with potential customers in the sameway that we could do in a physical store.Step 6) Direct marketing26Copyright © 2012 Accenture. All rights reserved.“We will do € 2.000.000 of turnover the first year because Ihave a lot of registered users, don’t you know? 150.000 userswith the newsletter!!”
  27. 27. The customer acquisition strategy to reach goals27Copyright © 2012 Accenture. All rights reserved.> We can influence thevisitor volume usingdifferent acquisitionchannels andperformance strategies.> The conversion rate isinfluenced by a mixof commercial andUX elements.> The average ticket isinfluenced byassortment strategies.> Customer reactivationis strategic.
  28. 28. The customer acquisition strategy to reach goals28Copyright © 2012 Accenture. All rights reserved.ClickThroughConversionTrafficTurnoverCommercialLeversTransactionsOrganic LeadAwarenessInformationAcquisitionCustomerThrustUserExperienceReactivation> We can influence thevisitor volume usingdifferent acquisitionchannels andperformance strategies.> The conversion rate isinfluenced by a mixof commercial andUX elements.> The average ticket isinfluenced byassortment strategies.> Customer reactivationis strategic.
  29. 29. > What is the price proposed by our competitors and players?> We have to study a price strategy that is consistent with digitalcustomers’ expectations.Step 7) Commercial strategy29Copyright © 2012 Accenture. All rights reserved.“Given that I don’t know what I should buy online, I try to buy allthe items left over from sales…I already have partners who provide me with extraordinary deals…so I’m sure, I’m not taking any risk…”
  30. 30. Copyright © 2012 Accenture. All rights reserved. 30Cross-channel strategy and planning modelSalesvolume«Body»Product variety«Long Tail»Top seller Niche product with higer marginCross Channel Commercial Model > To reach the businessobjectvies we need tobalance:> The top sellingproduct that drivevolumes.> Niche products thatpreserve margins.> To grant the success ofan eCommerce projectwe need to design across-channelstrategy to grant:> Turnover.> Profitability.
  31. 31. Copyright © 2012 Accenture. All rights reserved. 31Cross-channel strategy and planning modelHistoricalDataOfflineBenchmarkOnlineBenchmarkMarketResearchSourcesAssortmentOptimisationPrice OptimisationSales ForecastingAssortmentDefinitionProfitabilityAnalysisRevision of the SetsPrice managementRulesBase Price andMarginsFlexibility AnalysisBaselineNormalisationForecast of theVolumes of the SalesPromotional UpliftCalculationPromo OptimisationSimulationPromotional ROIDefinition of thePromotional TacticPromotionalStrengthCapabilitiesOn-ineSearch TrendCross Channel Commercial Model1 2 34> To reach the businessobjectvies we need tobalance:> The top sellingproduct that drivevolumes.> Niche products thatpreserve margins.> To grant the success ofan eCommerce projectwe need to design across-channelstrategy to grant:> Turnover.> Profitability.
  32. 32. > Online, the customer tries to find all the items he can’t find in the little storesclose to home.> The assortment should focus on blockbusters with premium prices andlong-tails, which could balance the marginality.Step 8) Assortment planning32Copyright © 2012 Accenture. All rights reserved.“So, online we could sell only a few of each item (by size); wewould have an ample assortment. Otherwise there would bean overcharge of stock costs.”
  33. 33. The ideal assortment strategy for my business model33Copyright © 2012 Accenture. All rights reserved.> An attractive strategywith the the ability towin could besummarised in:> Traffic: goodexposure.> Leader: preferentialsupplier.> Opportunistic: aselective approachon productidentification.> Profit: wide set toease the shoppingexperience.Fashion Food & Spirits TechLuxury Leisure & Sport Travel & Holidays    
  34. 34. The strategy to win34Copyright © 2012 Accenture. All rights reserved.> An attractive strategywith the the ability towin could besummarised in:> Traffic: goodexposure.> Leader: preferentialsupplier.> Opportunistic: aselective approachon productidentification.> Profit: wide set toease the shoppingexperience.MarginServiceRegularityPenetrationExchangeSensitivity for Customer&LocalisationPeriodicyImageTrafficEconomicimportanceperRetailer++--AmountsMarginalityRotationTOPTOP
  35. 35. > The decision to make an online purchase requires more time and this isbased on specific parameters that are more rational than emotional.> Website content – which should be good – influences approximatelyhalf of our customers (total of online purchase and store). This contentis conditional to product sector.Step 9) Data sheet35Copyright © 2012 Accenture. All rights reserved.“Hey! It’s very simple: I do all the data sheets myself and Icopy the images and the descriptions from theproducer’s website. The customers can easily see whatit is.”
  36. 36. Product content influencesthrough the overall customer interactionHow product content influences interaction with the customer36Copyright © 2012 Accenture. All rights reserved.> Reduce the number ofreturns.> Reduce number ofrefunds.> Reduce the number ofcalls to customer-service.> Increase social-sharing.> Increase click-through ratefrom advertising.> Drive additional traffic tostore.> Increase conversion-rate.> Increase up-selling.> Increase cross-selling.Source: Estats“Product descriptions can play a key role in reducing returns rate: an item thatdoes not match its product description will be returned in 61% of cases.Providing descriptive adjectives concerning the "look and feel" of a product can bedecisive to increase conversion-rate such as those used by Asos (see fig.),.”Source: Estats
  37. 37. How product content influences interaction with the customer37Copyright © 2012 Accenture. All rights reserved.Pre-sales1Conversion2Post-sales3> Reduce the number ofreturns.> Reduce number ofrefunds.> Reduce the number ofcalls to customer-service.> Increase social-sharing.> Increase click-through ratefrom advertising.> Drive additional traffic tostore.> Increase conversion-rate.> Increase up-selling.> Increase cross-selling.Source: EstatsProduct content influencesthrough the overall customer interaction
  38. 38. > eCommerce shouldn’t only be nice, but it hs to be clear, linear and saleable.> An eCommerce site should be designed to match business objectivesand the measured objective KPI of conversion.Step 10) User experience (UX)38Copyright © 2012 Accenture. All rights reserved.(Fashion) “Therefore the website homepage should look like ashop window of my store.”(Retail) “Therefore the website homepage should look like aleaflet.”
  39. 39. > UX is one of the mostpowerfull levers toinfluence the conversionof our eCommerce.> UX need to considermany different customerneeds (such as contentstrategy, informationarchitecturefunctionality, platforms,user interface, usabilityand accessibility).> To define a performingUX we need to follow astructured process.User experience is a scientific process that influencesconversion39Copyright © 2012 Accenture. All rights reserved.
  40. 40. User experience is a scientific process that influencesconversion40Copyright © 2012 Accenture. All rights reserved.> UX is one of the mostpowerfull levers toinfluence the conversionof our eCommerce.> UX need to considermany different customerneeds (such as contentstrategy, informationarchitecturefunctionality, platforms,user interface, usabilityand accessibility).> To define a performingUX we need to follow astructured process.
  41. 41. Copyright © 2012 Accenture. All rights reserved. 41eCommerce success is barely related totechnological aspects: the key points arestrategy and business transformation.SO WHAT ?1We need to define a successful commercialstrategy starting from online potential,attractiveness and the ability to win.The customer experience needs to bedesigned with a structured approach andconsidering all interaction channels23
  42. 42. Copyright © 2012 Accenture. All rights reserved. 42Thank you!Federico GasparottoDigital Marketing Offering LeadAccenture InteractiveMail: federico.gasparotto@accenture.comPhone: +39-331-7550490Blog: www.gasparotto.biz
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