eCommerce

eCommerce refers to activities in which businesses — or consumers — use the Internet to identify supplies, select products and services, complete financial transactions, and/or obtain services. Delivery may occur online or outside of the Internet. Research coverage includes eCommerce platforms and technologies and mobile eCommerce.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: Choose The Right Metrics For Commerce Apps

    Performance Management: The Mobile eBusiness Playbook

    November 21, 2017 Julie A. Ask

    Metrics are key to enabling smart business decisions. Too many digital business professionals want to benchmark their performance against their competition rather than devise a scorecard that aligns with their own objectives, resources, and customer base. Digital business professionals should create a timeline to evolve metrics from adoption to engagement to business outcomes, forecast realistic targets, and choose smart metrics given their goals. Exercise caution with external benchmarks, as apples-to-apples comparisons are tough to find. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Paving The Path To Omnichannel Fulfillment

    Road Map: The Omnichannel Commerce Playbook

    November 21, 2017 Brendan Witcher

    Omnichannel fulfillment programs have figured prominently on digital business priority lists for years, but many organizations are unsure of where to start. This report guides digital business professionals on how to craft an omnichannel road map that successfully bridges gaps between the organization's current capabilities and its vision for delivering future omnichannel programs. Digital business professionals will learn how to chart strategies and tactics to select the right technology, gain support from internal stakeholders, break down operational barriers, and measure progress. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017 Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017 Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the India CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Disrupting Finance: Insurance Comparison Engines

    Comparison Engines Make It Easy To Gather And Compare Insurance Quotations, Streamlining Insurance Purchasing

    November 17, 2017 Benjamin Ensor

    Comparison engines are the oldest and, in some ways, most successful digital disruptors in financial services. They make it easy for customers to get quotations from dozens of insurance companies in minutes and often generate substantial revenues and profits. The success of the model means digital business strategy executives need to understand how comparison engines work. Read this report to learn who the main players are, assess their disruptive potential, and understand how to respond to comparison engines.

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