Friday May 10, 2013

2013 B2C Commerce Survey Reveals Customer Experience, Metrics and Social as Key Trends

E-commerce continues to grow, with 1 in every 10 discretionary dollars spent online, according to comScore. Because of this rapid growth, Oracle conducted our B2C Commerce Trends survey for the third year in a row.

For this particular report, Oracle surveyed nearly 200 B2C commerce professionals across North America, Latin America, Europe and Asia Pacific. We found some interesting parallels for both B2B and B2C this year and their similar goals for 2013.

According to the research, many retailers have their foundation in place but are now looking to truly optimize the customer experience (CX) and tying all of their touchpoints. The report finds these key themes, challenges and investment activities for B2C retailers in 2013:

  • CX is Key to Driving Future Investments: Customer-facing solutions, including commerce platforms and digital customer experiences, are expected investments in 2013. While many B2C companies stated they are currently in the process of executing on their CX strategy, 26% still plan on implementing a CX strategy within their company.
  • Connecting the Dots Isn’t Complete: There is still much to be done by retailers to connect touchpoints and ensure customers have a consistent buying experience. Only 8% of survey respondents cited the customer transition between touchpoints as “excellent” while 59% said customers’ ability to transition between touchpoints as “fair” to “poor.”
  • Know Your Metrics: Executives are focused on key metrics that matter, and measurable metrics are key to tracking success, primarily focused on measuring revenue growth. 65% of companies said that they focus on measuring Web site traffic, 64% on overall revenue, followed by mobile (51%) and social traffic (46%).
  • Social is Evolving: Many retailers have started implementing, but to do truly well in this channel, companies need to define their metrics to gauge success before starting on social channels. Social initiatives cited by respondents include Facebook (45%), Pinterest/Instagram (30%) and YouTube (29%).

Click here to download highlights from the report.

By Michael Hylton

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Research CEO / Analyst Says: Oracle Aims To Simplify IT and Innovate Your Business

Mark Smith of Ventana Research attended Oracle Analyst World (OAW) in Redwood Shores the last week of April. This event is the annual gathering of technology industry analysts and influencers who hear what we’re focused on and how we’re growing the business.

Mark Smith is the CEO and Chief Research Officer of Ventana Research. This firm provides expert guidance to organizations that want to optimize performance. They do lots of research-based benchmarking and have an in-depth knowledge of hundreds of technology providers.

Smith wrote a 2,000 word blog post following OAW. His post is meaty, constructive, and auspicious. It’s worth reading every word. He sets the tone in the first paragraph by saying,  “This year, against the background of the consumer and business markets embracing mobile and cloud computing, Oracle is working to sound like a more friendly supplier that can help remove legacy issues and inefficiencies that plague CIOs and data centers.” He liked the fact that we used this OAW forum “to attract IT departments to the technology advances it has made across its deep and broad portfolio of products.”

Read Mark's full report here

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