CUSTOMERS.COM® RESEARCH FROM THE PATRICIA SEYBOLD GROUP
B2C
ECOMMERCE EVALUATION FRAMEWORK
How to Evaluate
Software that Supports
Consumers’ Shopping,
Buying, and Account Management
By Mitchell I. Kramer,
April 24, 2008
NETTING IT OUT
Many of your customers prefer
doing business with you online. They go to your Web sites
to learn about your products and services, to find products
and/or services that address their needs, to configure
and price the products and/or services that they’d
like to buy, and to purchase those products and/or services.
They also set up and manage accounts with you.
When those customers are
consumers, we call these activities B2C (business to
consumer) ecommerce. From the perspective of your business,
your B2C ecommerce site can be a significant marketing
and sales channel, driving significant revenue at lower
cost of sales than assisted-service channels.
B2C ecommerce software provides
self-service facilities that let organizations implement
and deploy Web sites that support these consumer customer
activities.
In this report, we present
our framework for evaluating B2C ecommerce software. The
framework has these six top-level evaluation criteria:
- Operational
functionality
- Analytic
functionality
- Architecture
- Product
viability
- Company
viability
Use the framework to reduce
the time, cost, and risk for evaluating and selecting the
B2C ecommerce software product that is best for your organization.
Read
more.