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Overview
About MNP Technology Solutions
What is Digital Commerce
Barriers to Success
Digital Commerce Facts and Figures
Case Study
Defining Your Digital Strategy
Questions
2
MNP Technology Consulting
BC Team
3
BC Technology Team Strengths
Technology Review/Strategy
System Selection
Project Management
About Jeff (that’s me)
IT Generalist
System Architecture
Digital Commerce
Web Development
Cloud Technology
MNP Technology Solutions
4
Digital Services
• Integration of business and
technology
• User-centered design
• Digital platform implementation and
support
Development & Operations
• System Integration
• Custom Development
• IT infrastructure and operations
• Cloud strategy
Data & Information Dynamics
• Data architecture, design, and
implementation
• Data Analytics
• Information Governance
Cyber Security
• PCI Compliance
• Maturity and Threat Analysis
• Red Team Offensive Security
• Blue Team Defensive Security
Technology Advisory
• Technology strategy
• System selection
• Project management
BARRIER TO SUCCESS #1
LACK OF BUSINESS ALIGNMENT
Digital commerce is never an IT-only
project
Success requires integration from
multiple business units:
Technology
Sales
Marketing
Operations
Customer Service
Integrate from the start and ensure that
the business goals of digital commerce
are well understood
6
BARRIER TO SUCCESS #2
NEGLECTING THE CUSTOMER EXPERIENCE
Developing a good customer experience
goes beyond just using good technology or
the latest technology
A good customer experience takes work
and planning
There’s no single recipe for a good design
because each market segment has unique
needs
Investing in customer experience design in
the planning stage will lead to better
performance of your digital commerce
service
7
BARRIER TO SUCCESS #3
UNRESPONSIVE TO CHANGE
Digital commerce projects are ongoing concerns
Projects need to track and respond to:
Company goals
KPIs
Sales volume per month
Returning customers
Customer complaints
Shifts in the market
Businesses need a plan and resources to stay ahead
of the competition in digital commerce
8
DIGITAL COMMERCE
STRATEGY ASSUMPTIONS
40% of B2B digital commerce sites will use price optimization
algorithms and configure/price/quote tools to dynamically
calculate and deliver product pricing.
Social networks' "buy" buttons will contribute 2% of brands'
digital commerce sales.
Companies that are digitally trustworthy will generate 20%
more online profit than those that are not.
Smart personalization engines used to recognize customer
intent will enable digital businesses to increase their profits by
up to 15%.
25% of leading online sellers will have enabled first-generation
"commerce that comes to you" capabilities.
10Source: The Gartner Digital Commerce Vendor Guide, 2017
CASE STUDY
GRSHOP (2001)
11
Gabriel Ross is a Victoria based
retailer specializing in modern
lighting, accessories, and
furniture
Were first to market in Canada
with their e-Commerce site,
launched in early 2000s
First site was custom built,
provided basic commerce
capabilities
CASE STUDY
GRSHOP (2006)
12
With early success, Gabriel Ross
continued to invest in their
platform
Implemented an eCommerce
platform and CRM
osCommerce
SugarCRM
Using on premise servers
Online business has dedicated
sales and technical staff
CASE STUDY
GRSHOP (2012)
13
Outsourced graphic design
Hired IT manager
Selected and migrated to
Magento platform after an
unsuccessful pilot with
NetSuite Commerce
Integrated Magento with
NetSuite Finance backend to
unify orders from POS and
eCommerce
Focusing customization on
highly configurable products
Adding new product lines and
updating prices slow
CASE STUDY
GRSHOP (2016)
14
Upgrade Magento to latest
version
Implemented responsive
template (mobile device
support)
Migrated to cloud servers
Customization is focused on
back office efficiencies: adding
new product lines and updating
prices are 10x faster
Product customization
experience improvement
PCI compliance review
DIGITAL TRANSFORMATION
The main goal is to engage
customers and align marketing
with digital commerce
outcomes using all possible
means at every possible
touchpoint across channels
Achieving a Digital
Transformation requires a
Digital Strategy
15
Digital Transformation
Digital business
models and services
Digital customer
experience
Data-driven insight
Intelligent process
automation
Middle and back office
Operational efficiency
Cost reductions
Quality improvements
Compliance
Front office
Differentiation / disruption
Revenue growth
Customer service
improvements
CLOSING REMARKS
To improve the odds of success in
Digital Commerce businesses need:
Digital Commerce Strategy
Digital Transformation
All organization can benefit from
strategic partnerships to fill the gaps
in their cross functional Digital
Commerce teams:
Planning
Technology
Marketing
Finance
24