Digital Commerce: Redefining Business Models for the Future

Online shopping (of goods or services) has become a common practice among many people around the world due to factors such as range, ease, speed, and convenience. In fact, about 2.14 billion people worldwide are expected to buy goods and services online, up from 1.46 billion global digital buyers in 2014. A new report “The Future Shopper Report 2020” from Wunderman Thompson Commerce (WTC), details 48% of more than 14,000 online shoppers surveyed start their purchase journeys on search engines. Shoppers are especially turning to marketplaces to compare prices and eventually buy products of their convenience from one place, as more than 6 in 10 (63%) consumers in key e-commerce markets start their online shopping searches on Amazon.

 

When we think of a marketplace, the major e-commerce platforms such as Amazon, Walmart, eBay, Alibaba immediately come to mind. Each of them has its own unique requirements, product categories, affiliate programs, listing fees, and audiences. In this digital world, it’s more complex than ever to choose the right channels to drive discovery, exploration, and post-purchase engagement. Businesses have the challenge to survive in a world in which their customers have access to more information, across more channels, and have more control in their relationships with brands than ever before. A strategy to expand one’s own business model into the online world in order to maintain and expand the customer base comes along with challenges that cannot be neglected.

 

online shoppers search journey

 

Offering the product range online is almost a must for retailers today – whether in the B2B or B2C sector. A digital shop is becoming more and more of a requirement. Customers expect simple and efficient processes and free fast delivery of goods and services. Since the implementation of an e-commerce platform usually requires a high investment, along with complex requirements for hardware and software some companies shy away from the step into digitization. But the last few months in particular have shown how important it is to adapt flexibly to circumstances. Business must understand the secret to maintaining a thriving business is recognizing when it needs a fundamental change.

Customer expectations have been steadily rising over the past two decades in line with the growth of online retailing. Because it is to be expected that demand from e-commerce will increase in coming years, many, especially smaller providers, are instead taking a different route and offering their products on online marketplaces as they are one of the fastest ways to scale globally. They can benefit from the advantages such as an existing shop system and a broad customer base of buyers. Moreover, specialized online retailers and digital marketplaces are emerging in more and more industries and are discovering the procurement business.

 

Here below are some interesting industry insights from the WTC Future Shopper report focusing on the digital buying behaviors, with the aim of helping organizations and ensure that they are ready for the consumer and the channels of the future:

  • 65% of consumers expect to use digital shopping channels more in the future
  • 34% of shoppers would prefer their online purchases to be digital and instantly downloadable
  • 19% of online shoppers favor social media for inspiration
  • 71% of online shoppers said they wish retailers and brands offered better environmental practices, such as less packaging
  • 5 is the number of times consumers order from Amazon each month, on average
  • 54% identify “free delivery” as an important reason for going direct to branded sites
  • 28% of products bought online are now digital products
  • 52% of online shoppers get their inspiration from Amazon
  • 63% of online consumers start their online searches for products with Amazon
  • 75% of digital consumers with more brands and retailers offered the same level of services as Amazon
  • 52% wish brands would be more innovative in how they use digital technology to improve their experience

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When companies opt for a multichannel strategy, they are faced with new challenges. While they know their customers with a single sales channel and know how to address them, generate sales, and process the purchase, with multiple channels they need a central solution. One of the biggest challenges for SMEs is to actually implement the necessary processes. The main pain points are on the one hand the infrastructure and on the other hand the logistics. Here, service providers for e-commerce logistics fulfillment can be an opportunity to master the expansion course and the expansion of the target group without major hurdles. In addition to storage, they also take care of the shipping, invoicing, service, as well as collection and complaint processing and, are therefore an important building block for the growth of retailers and for internationalization. After all, the key to a positive customer experience lies in professional support and excellent service.

 

Sources:

Wunderman Thompson Commerce : FUTURE SHOPPER REPORT 2020

Lesson From Crises: The COVID-19 Pandemic led Companies to adopt a Multi-Channel Business Approach

Lesson From Crises The COVID-19 Pandemic led Companies to adopt a Multi-Channel Business Approach

The corona year 2020 gave a huge boost to the online purchase, not only during the lockdown period but also post-lockdown as third more products were bought online compared to the previous year, according to the quarterly figures of the BeCommerce Market Monitor, a survey conducted by GfK on behalf of BeCommerce with the support of PostNL and the National Lottery. Ecommerce in Belgium was worth 10.26 billion euros in 2020. That’s a decrease of 10% compared to 2019 as the corona crisis has had a major impact on the service sector. Only 25% of all online spending went to services, on the other hand in the first 9 months of 2019 products were bought for 3.7 billion euros compared to 4.9 billion euros for the same period in 2021. “Corona has finally made Belgian entrepreneurs realize the benefits of e-commerce. Together with the consumer, they are finally paving the way to a more mature e-commerce market”, says Sofie Geeroms, Managing Director of BeCommerce.

Manufacturers and brands from a wide variety of industries have recognized the opportunities, are increasingly relying on direct sales (D2C / D2B), and are building their own e-commerce channels apart from retail. Another study, conducted by the UNCTAD (United Nations Conference on Trade and Development), based on the impact of COVID-19 on e-commerce businesses from early March to end of July 2020 in 23 countries shows how the third-party online marketplaces have performed better than e-commerce companies.

 

A multi-channel business model has been more resilient to the current crisis. In terms of sales trends, e-commerce companies have recorded declines in sales, while nearly 60% of third-party marketplaces have seen increases. Additionally, half of the surveyed third-party marketplaces onboarded new sellers on their websites. Close to 60% of the third-party marketplaces experienced a rise in the number of buyers. The number of online shoppers in Belgium increased by 2 % in 2020 thanks to the 200,000 people who bought something online for the very first time. On one hand corona crisis is massively accelerating numerous developments and trends that concern, manufacturers, brands, and retailers. On the other hand, customers are placing more value on personalized offers, good service, and availability.

 

So basically, when it comes to online business, it is not enough just to have a well-designed webshop with beautiful products. If you want consumers to choose your store over the competition, a smart, multi-channel retail strategy is vital. The term online and offline should no longer be thought of in two separate business models but should be developed and implemented as a uniform business strategy. Companies’ presence on various channels addresses different target groups, which means that new customer groups can be developed and greater market coverage is achieved. As the name suggests, using different sales channels, which not only generates additional sources of income but also spread your entrepreneurial risk in times of crisis. Companies that currently have to keep their local locations closed have the option, for example, of continuing to supply customers via online channels.

 

In order to adapt a multi-channel business model, a holistic strategy is required. Multichannel means the complex expansion of a sales concept that is implemented and applied on various levels – such as delivery process, order options, payment options, service, or design. Above all, the recognition value plays a major role here. When selling via several channels, a uniform design (corporate design) should be established. As a result, the customer recognizes at any time whether mobile, on the PC, or in the shop, the possibility of shopping on all channels. At the same time, it strengthens the customer’s brand awareness and can therefore be used very well on the marketing side.

 

A good sales strategy can be the door to success, but you need to open that door. Luckily, we are here to help!  Converting your business into a multi-channel business is not a complicated or expensive task.  At Xorlogics, we can help you make multi-channel retail easy and hassle-free. So, if your company is ready to take advantage of new opportunities offered by the strong growth of eCommerce, please don’t hesitate to reach out to one of our specialist IT consultants. We can’t wait to help you find success.

 

Sources:

 

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B2B E-Commerce Entry Barriers and Challenges  

B2B E-Commerce Entry Barriers and Challenges

 

E-commerce has the potential to improve efficiency and productivity in many areas and industries and, therefore, has received significant attention since last decade. With the growth of Internet users around the world, new opportunities for global e-commerce are growing in parallel.

 

For B2B companies, a web shop can and should be much more than just an additional sales channel as digital channels, and ecommerce in particular, are critical for their successful B2B operations.  Amazon, Alibaba, Mercateo, Global Sources and Walmart are few major players in the global B2B eCommerce market. Amazon rebranded its B2B eCommerce operations from AmazonSupply to Amazon Business in 2015 and achieved sales of over US$1 billion in just a year. According to Forrester Research, Think with Google, 90% of B2B buyers use a mobile device at least once during their decision process, and 59% of buyers conduct all pre-purchase research online. According to Orbelo publications, nearly 1.92 billion of individuals, worldwide, shopped online means 1 out of every 4 people you see around you is an online shopper.

 

Not surprisingly the global B2B eCommerce market valuing US $12.2 trillion in 2019 is over 6 times that of the B2C market. This number shows us the importance and growth of B2B e-commerce market. So, in order to expand existing business, reduce entry requirements, process costs in customer management and improve the quality of customer experience, a good e-commerce project must be prepared with propositions of new way of doing business which takes strategic and organizational and technical aspects into account with help of new service models.

 

Lack of technology knowledge to ensure the quality and size of the IT workforce is one of the biggest challenges for many companies’, as they consider hiring a new team for their ecommerce department. In a report commissioned by SAP, Forrester has reported that a company needs 12 full time employees to maintain webshop and not all companies can afford an ecommerce team of 10+ employees in addition of their actual staff. But as a successful e-commerce is a team work, from IT department to product management and from sales and marketing to customer service, companies must have a clear goal and make relevant decisions that can measure investments and ROI.

 

Trust, confidence and data privacy represents as another challenge for electronic commerce. The question of trust is even more prominent in the virtual world than it is in the real world. Plus, hackers are becoming more and more creative each day and inventing new ways to exploit e-commerce business and its customers for their financial gains. Cyber crimes can have bad impact on e-commerce retailers leading to significant business implications and bad PR and loss of customer trust. To stay on top of these constant threats, E-commerce retailers need to know what they are up against, and how they can prevent their business from becoming a victim of one of these attacks by taking proactive measures to protect their e-commerce from malicious hackers and safeguard their customer’s personal information.

 

E-retailers can face challenges related to their growth if the right partner and technology isn’t chosen in the beginning of the e-commerce project. Therefore, the experience of project partners who specialize in B2B web shops should not be underestimated. In order to have achieve a profitable and long-term growth, companies must choose the right CRM system, shopping cart solution, inventory management, shipping partner, analytics and email software, marketing campaigns software/partner agency and much more. So, a Web shop projects doesn’t only require a clean product and customer data management to avoid follow-up costs but also the systems used for merchandise management and customer relationship management integrated with the web shop software. The aim should be to implement central, consistent data management as the basis for maximally automated processes and error-free real-time information about products, stocks, prices and delivery dates.

 

The future is certainly positive for B2B e-commerce. With a bright future and growing competition, it is important that B2B companies invest in a sophisticated e-commerce platform to stay in the competition and secure a first-mover advantage.

 

Sources:

 

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