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Complete e-Commerce eGuide - 2015, free edition


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Download a complex e-Commerce eGuide, 2015 :

On the agenda:

What this whitepaper provides
e-Commerce Market Facts & Figures
e-Commerce Strategy
e-Commerce – Getting started
Launching an existing retailer in e-Commerce
Upgrading to a mature e-Commerce platform
e-Commerce implementation roadmap
RFP done right. Solution and implementation partner selection
e-Commerce platforms
Marketing strategy
Mobile strategy
Omnichannel customer engagement
Multiple Payment Options
Benefits of big data in e-Commerce
Benefits of the cloud for e-Commerce
Thinking of going international ?
e-Commerce Trends

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Complete e-Commerce eGuide - 2015, free edition

  1. 1. e-Commerce eGuide 2015 version
  2. 2. Synopsis What this whitepaper provides e-Commerce Market Facts & Figures e-Commerce Strategy e-Commerce – Getting started Launching an existing retailer in e-Commerce Upgrading to a mature e-Commerce platform e-Commerce implementation roadmap RFP done right. Solution and implementation partner selection e-Commerce platforms Marketing strategy Mobile strategy Omnichannel customer engagement Multiple Payment Options Benefits of big data in e-Commerce Benefits of the cloud for e-Commerce Thinking of going international ? e-Commerce Trends Conclusions Resources E-Commerce eGuide Agenda
  3. 3. Facts & Figures e-Commerce Strategy Advice for different stages of the e-Commerce journey Newcomer exploring the e-Commerce opportunity Existing Retailer planning for an e-Commerce launch Existing e-Commerce player evaluating an upgrade What the eGuide provides
  4. 4. Synopsis This eGuide is designed to be a guide for those who want to embark on the e-commerce journey, either new entrants to the market or established retailers that want to take advantage of e-commerce opportunities. Companies who already have an e-commerce presence can also benefit from this eGuide, as it information on upgrading/modernizing existing infrastructure. Our technical and business skills are available, in the areas covered within this eGuide, to all these companies, in the various stages of their e-commerce journey. We have exciting years ahead of us in the e-Commerce industry, as consumer behavior across multiple devices drives marketers to implement new strategies such as: applying programmatic buying, conceptualizing feature rich mobile applications, moving offline retailers online and online retailers offline. This eGuide will provide the context and guidance any company needs throughout their e-commerce journey. Our business and technical services complement the information contained here and, when added to our vast experience of implementing e-commerce strategies and solutions, companies should therefore feel confident they have the right e-commerce partner to share their journey. […]
  5. 5. e-Commerce Market Worldwide The e-Commerce market is growing rapidly worldwide, with Retailers moving online and e-Commerce players beginning to see the benefits of physical stores. e-Commerce sales worldwide will reach $1.7 trillion by the end of 2015, from $1.471 trillion in 2014 (20% increase in comparison to 2013). The growth rate is higher for B2B e-Commerce (34%) and now represents twice the size of B2C Worldwide e-Commerce market (B2C 13%). […] 2015 Forrester Research, Online Retail Forecast Projected online retail sales by country
  6. 6. e-Commerce Strategy • Research and strategy definition: All strategies should start with a thorough research phase that includes various actions such as:  Understand the industry and market needs  Choose your niche carefully - research and identify the profitable customer niches, products missing from the market or products with high demand or high potential for growth  Identify all products available within the chosen niche  Do a thorough competitive analysis […] • Planning phase • Build the business case (each e-Commerce business case should include: executive summary, goals, objectives, market analysis, sales and marketing strategy, pricing strategy, promotions strategy, operational plan, technolgy costs, projected P&L and cash flow, ROI calculation […] • How to test/validate your business idea • Don’t overlook operations (marketing, processes management, sales and distribution, financial, inventory management, distribution, HR Management, etc) • How to choose your technical platform • Agile marketing
  7. 7. e-Commerce getting started • e-Commerce Business Models • B2B: Business to business: refers to all e-Commerce transactions of goods or services conducted between companies • B2C: Business to consumer: refers to all e-Commerce transactions of goods or services conducted between businesses and final customers • C2C: Consumer to consumer: refers to all e-Commerce transactions of goods or services conducted between final customers; • e-Commerce process • e-Commerce activities you need to handle (web and mobile design, BI, order processing, IT development, customer service, inbound, storage, dispaching, delivering, production and photography, payments […] • The functional e-Commerce organisation • Drawbacks regarding e-Commerce • […]
  8. 8. Launching an existing retailer in e-Commerce Due to the huge growth potential of the e-Commerce market, most retailers start to see the benefits of being online and are now tapping into the e-Commerce. Furthermore, anyone who has ambitious growth plans can easily see that the start-up costs for establishing an e-Commerce business are far less than expanding the business in new offline locations. E-Commerce business case: • Increased sales • Increased gross revenues • Competitiveness • Easier to build customer loyalty • Possible downsides of e-Commerce in comparison to physical shops […]
  9. 9. Upgrading to a mature e-Commerce platform If you are a growing online business you might face challenges with your existing e-Commerce platforms, which may mean you’ve outgrown your platform and an upgrade is required. Problems to be aware of include: • Downtime and revenue loss triggered by high traffic volumes • Inability to support sophisticated online marketing activities • Unfavorable economics associated with adding new functionality and updates • Lack of readily available third-party development resources What should you expect from a future proof, new platform? […]
  10. 10. Upgrading to a mature e-Commerce platform • Features and functionalities to be evaluated • Maintenance costs • Technical specifications • Platform scoring tips • In-house or outsource? […] When comparing offers make sure you compare the same things. A paid specifications phase is a good idea before you get the final offers and it usually helps making business decisions before actually starting the project.
  11. 11. What is the typical software architecture? • E-Commerce implementation roadmap • How to implement an e-Commerce roadmap? • Who should implement it? • Typical software architecture • SOA • The 3 Tier Architecture • What are the business priorities when considering technology investments?
  12. 12. Marketing strategy We must consider the marketing strategy from the digital buyer’s profile. Who is it? What are his shopping preferences? What are the trends? What social media channels does he prefer? For example B2C buyers will almost always hunt low prices whilst the same is not true for B2B where you are selling to someone who is spending someone else’s money. In this case, it’s about making their personal experience better and making them trust the quality of your product and service. A B2B buyer might be willing to pay an extra 10-15% for a safer experience, tools that turn their projects into success, services that enable them to save time or for improve delivery. […]
  13. 13. of consumers once/month once a week (27% increase from 2014) would spend more than $100 on a product without seeing it first are willing to pay for drone delivery expect to receive their first drone-delivered package in the next five years. People are likely to buy more due to drone delivery would shop more online if they were able to try on a product virtually using a product like Oculus Rift How often/how much do people shop online? 68% 28% 76% 80% 66% 35%
  14. 14. What drives people to shop more? • 83% free shipping • 65% free returns • 62% one day shipping Source: Walker Sands Future of Retail Study 2015
  15. 15. Buyer behavior Source: Walker Sands Future of Retail Study 2015 Which of the following products would you never buy online?
  16. 16. • 3% is the average conversion rate for B2C eCommerce • 40% of website visitors use site search • visitors who use search convert at a rate 50% greater than those who do not utilize search (eConsultancy) • 60% was the abandoned shopping cart rate in 2014 Conversion rates
  17. 17. Conversion rates DIRECT Branding Promotions Deals In store promotions Direct mail Outbound sales Free giveaways Contests Loyalty rewards Gamification EMAIL MARKETING Promotions Newsletters, news Events SEO Blog/content marketing On page/off page SEO Backlinks PAID ADVERTISING SOCIAL MARKETING REFERRAL Local/international listings Niche website Partners MARKETPLACES
  18. 18. Websites that convert • Focus on tactics that work – what are the tactics that work? • Websites that convert • Conversion rate optimization tips and tricks • General tips and tricks • Home page tips and tricks • Category page tips and tricks • Search function tips and tricks • Product pages tips and tricks • Shopping basket tips and tricks • Ordering process/checkout tips and tricks • Mobile optimization tips and tricks • Fast website tips and tricks • Preferred payment and shipping options • SEO • Tools that help you optimize conversion and SEO […]
  19. 19. Promotions that work […] Multi-merchant cards Themed campaigns Progressive discounts Exclusive gifts for higher orders Inactive buyer credits
  20. 20. Quick facts about Mobile Payments 12% of all eCommerce sales was mobile in 2014 50,3% of ecommerce traffic comes from Mobile (Shopify) 40% have used a mobile payment application in 2014, up from just 8% in 2013 4% have tried Apple Pay in 2014 only but 18% say the introduction of Apple Pay makes them more likely to make a purchase on their phone in the near future Other payment methods are fragmented and can vary greatly from country to country – debit/credit card, net term invoice, COD (cash on delivery) and even direct bank payments are alternatives that range from popular to rarely used depending on the consumer culture of a specific country. 80% customers are hesitant about using mobile payments due to security and privacy concerns
  21. 21. Mobile Payments Which of the following mobile payment applications have you used in 2014? Which of the following forms of payment do you feel is most secure? Source: Walker Sands Future of Retail Study 2015
  22. 22. Omnichannel Customer Engagement Analyze the status quo …in terms of website responsiveness and sources of traffic coming to your website (desktop, smartphones or tablets), including conversion rates and bounce rate for each “Head of” If you are a large e-Commerce organization you should consider having a Head of Omnichannel Mobilize your e- Commerce platform including tools for mobile engagement: analytics, mobile checkout, mobile apps and location based marketing Use relevant social media Use these channels to engage with your customers (which channels do your customers use?): ask opinions and feedback, voting favorite products, videos, coupons, sharing articles, quotes, images etc Make shopping fun Send offers by email, have reward/point programs in place, use interactive video & games, launch a blog, offer free samples Provide exquisite customer service Implement tools for increasing customer satisfaction (live chat, creative shipping, intelligent product recommendations, etc) Always follow up Engage customers post purchase (customer reviews and feedback, rewards, newsletters, private special offers, easy returns) Measure everything …and adjusts results accordingly Use long term cookies …for each device a customer uses to login to your site to achieve this; by using the cookie, the customer can add products to the same shopping cart from multiple devices and locations, while only having to login once Email reminders Use these to prompt customers to login to save their shopping carts Proactive offers Send discount offers and product updates for items customers have already added to their carts According to Google, 85% of online shoppers start a purchase on one device and finish on another […]
  23. 23. Big data applied in retail/e-Commerce Identify … customers who are likely to buy specific products and anticipate demand based on their social media activity, their browsing patterns, their purchase history, blogs and forums activity, your customer data, demographic data, weather data, geopolitical situation, etc Recommendations … advertisements or real time offers based on advanced customer segmentation and shopping patterns, thus influencing purchase decisions and upsell Smarter … shopping experience, smarter merchandising and marketing Predictive … analytics that enable you to optimize pricing, inventory levels, check your competition pricing, predict the hot items of the season, improve your customer service, increase customer satisfaction and your margins Contact … your customers and prospects when they are ready to buy, on their preferred channel (social media, SMS, email) in the most appropriate location (driving, at work, at the mall) […]
  24. 24. Thinking of going international Multi-language support ERP/Inventory Multi-store capability Shipping methods Different Domains Culture Branding Marketing strategy Payment methods • Customer service and returns 41% • Fraud management 38% • Legal and regulatory concerns 32% International capabilities you need Challenges of selling online internationally • Ability of the customer to see the final cost in local currency 30% • Language translation 24% • Payment type preferences 22% […]
  25. 25. Emerging trends & recommendations Big data Virtual reality Omnichannel customer experience & strategies Video based buying Multidimensional social sharing Drones Storytelling Artful UX/UI Payment security Advanced semantic search/ autocomplete Contextual e-Commerce social commerce, mobile technology, web, CRM, back office, fulfillment, ERP, inventory systems, etc Optimized website conversion rate focus on website design, server performance, mobile responsiveness, product descriptions, checkout experience
  27. 27. E-Commerce Experience • 60+ ecommerce projects covering: • Complex ecommerce platforms development from scratch • Integration through APIs and XML with existing business systems (eg: finance, CRM, ERP, inventory management, call center system, etc • Additional plugins/modules extensions • Smooth store migrations to mobile responsive versions of the ecommerce platform • We cover the full spectrum of services from consultancy, prototypes, architecture design, UX design, implementation/integration, testing, maintenance and support of multi-platform applications • Experienced in most open source ecommerce platforms • Proven track record in developing and customizing cross border e- commerce platforms (localization, multi-lingual, multi-currency, integration with all major payment platforms)
  28. 28. e-Commerce Decision & Implementation ProcessPHASECONSIDERATIONSEITGSERVICES Initial Thoughts Evaluating Options Committed Implement Optimise Run Technology Platform Vendors Scalability Integration T.C.O./R.O.I. Timescale Business case “greenfield company?” Existing stores? Existing online presence? Multi-channel B2C? Market demograph? Business case approved E-Commerce platform selected Contract process Implementation planning Project planning Business Analysis Design Phased approach Architecture Build Test (incl. UAT) Rollout Application review Performance analysis Benefits realisation Further phases User feedback Scale Continuous improvement Performance management Cost Management Service delivery Independent advice Analysis & Design Technical Services Support Services
  29. 29. • We offer discrete solutions to known business challenges and build bespoke solutions for your specific requirements. • Our delivery models encompass the full range of development options and our ability to engage from nearshore with UK presence, as required, gives you full control over costs. • We offer a refreshing approach to commercials, enabled by our unique structure. • Our final building block to deliver the right business solutions for you is in depth knowledge of your industry sector. This means we talk your language and understand the business impact of our solution. Banking Insurance HourlyT&M Application Development .NET, Java, PHP/LAMP, C/C++ Amazon, WindowsAzure, Salesforce Ios, Android,WindowsPhone, Blackberry, HTML5 Ruby on Rails, Python, Embedded Software, Databases, Sharepoint, SAP, Microsoft, Oracle, Other Technologies Application Testing Application Support IT Consultancy Project Management Business Analysis Fixed Price Nearshore Agile System Integration Information Security EnterpriseMobility Web Applications CRM &Loyalty MobileApplications BusinessIntelligence Cloud Strategy eCommerceDevelopment Cloud Migration Big DataConsultancy Big Data Dashboards Iterative Waterfall Prototyping Onshore Combined SLAdriven Team Augmentation Dedicated Team Leasing ITC Retail eCommerce Travel Healthcare Media B U S I N E S S S O L U T I O N S Industry Expertise Commercial Models Engagemen t Models Delivery Models Discrete Solutions Core Technologie s Core Services
  30. 30. TECHNOLOGY
  32. 32. Why us Proven track record in delivering complex projects We offer a well balanced blend of technology skills, domain knowledge, hands on experience, effective methodologies, complex language skills and a great passion for converting business ideas into technical products Western business culture, excellent English language skills, French, German, Italian, Hungarian speaking resources Convenient locations and favorable time zones Proof of capability based on low cost pilot projects Capability for fast project initiation and delivery Well defined and documented software development process High focus on staff trainings, employee satisfaction and an effective recruitment process – stable qualified teams
  33. 33. CONSOLIDATED OUTSOURCING Contact: Follow us for more information: