May 11, 2007

Five Immediate Opportunities For eCommerce Improvement

by Sucharita Mulpuru

with Carrie Johnson, Brian Tesch

Executive Summary (This is a document excerpt)

While eCommerce sales continue to grow at a rapid pace, unmet customer opportunities abound in the areas of Web site merchandising, Web site operations, and fulfillment. Specifically, the following five areas represent opportunities for improvement: shipping/product delivery issues, multichannel coordination, online security, touch and feel factors, and product discovery. Addressing these opportunities will provide differentiation and drive customer satisfaction for eCommerce operations.

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