Digital CommerceWhen the Whole World is your Store

By Jeff Michaud

Overview

About MNP Technology Solutions

What is Digital Commerce

Barriers to Success

Digital Commerce Facts and Figures

Case Study

Defining Your Digital Strategy

Questions

2

MNP Technology Consulting

BC Team

3

BC Technology Team Strengths

Technology Review/Strategy

System Selection

Project Management

About Jeff (that’s me)

IT Generalist

System Architecture

Digital Commerce

Web Development

Cloud Technology

MNP Technology Solutions

4

Digital Services

• Integration of business and

technology

• User-centered design

• Digital platform implementation and

support

Development & Operations

• System Integration

• Custom Development

• IT infrastructure and operations

• Cloud strategy

Data & Information Dynamics

• Data architecture, design, and

implementation

• Data Analytics

• Information Governance

Cyber Security

• PCI Compliance

• Maturity and Threat Analysis

• Red Team Offensive Security

• Blue Team Defensive Security

Technology Advisory

• Technology strategy

• System selection

• Project management

DIGITAL COMMERCE

NOT JUST YOUR “NEW WEBSITE”

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BARRIER TO SUCCESS #1

LACK OF BUSINESS ALIGNMENT

Digital commerce is never an IT-only

project

Success requires integration from

multiple business units:

Technology

Sales

Marketing

Operations

Customer Service

Integrate from the start and ensure that

the business goals of digital commerce

are well understood

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BARRIER TO SUCCESS #2

NEGLECTING THE CUSTOMER EXPERIENCE

Developing a good customer experience

goes beyond just using good technology or

the latest technology

A good customer experience takes work

and planning

There’s no single recipe for a good design

because each market segment has unique

needs

Investing in customer experience design in

the planning stage will lead to better

performance of your digital commerce

service

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BARRIER TO SUCCESS #3

UNRESPONSIVE TO CHANGE

Digital commerce projects are ongoing concerns

Projects need to track and respond to:

Company goals

KPIs

Sales volume per month

Returning customers

Customer complaints

Shifts in the market

Businesses need a plan and resources to stay ahead

of the competition in digital commerce

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DIGITAL COMMERCE

FACTS AND FIGURES

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Canadians will

be spending

$39 billion

online by 2019

DIGITAL COMMERCE

STRATEGY ASSUMPTIONS

40% of B2B digital commerce sites will use price optimization

algorithms and configure/price/quote tools to dynamically

calculate and deliver product pricing.

Social networks' "buy" buttons will contribute 2% of brands'

digital commerce sales.

Companies that are digitally trustworthy will generate 20%

more online profit than those that are not.

Smart personalization engines used to recognize customer

intent will enable digital businesses to increase their profits by

up to 15%.

25% of leading online sellers will have enabled first-generation

"commerce that comes to you" capabilities.

10Source: The Gartner Digital Commerce Vendor Guide, 2017

CASE STUDY

GRSHOP (2001)

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Gabriel Ross is a Victoria based

retailer specializing in modern

lighting, accessories, and

furniture

Were first to market in Canada

with their e-Commerce site,

launched in early 2000s

First site was custom built,

provided basic commerce

capabilities

CASE STUDY

GRSHOP (2006)

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With early success, Gabriel Ross

continued to invest in their

platform

Implemented an eCommerce

platform and CRM

osCommerce

SugarCRM

Using on premise servers

Online business has dedicated

sales and technical staff

CASE STUDY

GRSHOP (2012)

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Outsourced graphic design

Hired IT manager

Selected and migrated to

Magento platform after an

unsuccessful pilot with

NetSuite Commerce

Integrated Magento with

NetSuite Finance backend to

unify orders from POS and

eCommerce

Focusing customization on

highly configurable products

Adding new product lines and

updating prices slow

CASE STUDY

GRSHOP (2016)

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Upgrade Magento to latest

version

Implemented responsive

template (mobile device

support)

Migrated to cloud servers

Customization is focused on

back office efficiencies: adding

new product lines and updating

prices are 10x faster

Product customization

experience improvement

PCI compliance review

DIGITAL TRANSFORMATION

The main goal is to engage

customers and align marketing

with digital commerce

outcomes using all possible

means at every possible

touchpoint across channels

Achieving a Digital

Transformation requires a

Digital Strategy

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Digital Transformation

Digital business

models and services

Digital customer

experience

Data-driven insight

Intelligent process

automation

Middle and back office

Operational efficiency

Cost reductions

Quality improvements

Compliance

Front office

Differentiation / disruption

Revenue growth

Customer service

improvements

SEVEN STEPS TO DEVELOP A DIGITAL

COMMERCE STRATEGY

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STEP 1

ESTABLISH A CROSS-FUNCTIONAL TEAM

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STEP 2

SET DIGITAL COMMERCE OBJECTIVES

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STEP 3

TAKE STOCK OF ASSETS AND RESOURCES

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STEP 4

ANALYZE THE BUSINESS CASE

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STEP 5

DESIGN THE CUSTOMER EXPERIENCE

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STEP 6

MAKE DECSISIONS

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STEP 7

IMPROVE AND REFINE

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CLOSING REMARKS

To improve the odds of success in

Digital Commerce businesses need:

Digital Commerce Strategy

Digital Transformation

All organization can benefit from

strategic partnerships to fill the gaps

in their cross functional Digital

Commerce teams:

Planning

Technology

Marketing

Finance

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Questions and Discussion

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