E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search
Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics •
Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content
Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile
Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison
Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance
Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery
Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments
Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing •
Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing
• Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing •
Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing •
Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web
Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer
Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video •
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring •
Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services •
E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing •
Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain
Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/
Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment
Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping
Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design
• Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
2012
EDITION
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
Complete
Complete
Complete
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
Complete
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
Complete
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
Complete
Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Complete
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Complete
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Complete
• Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Complete
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Complete
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Complete
Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
Complete
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
Complete
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
Complete
Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Complete
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Complete
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Complete
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Guide to
Guide to
Guide to
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Guide to
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Guide to
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Guide to
• Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Guide to
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Guide to
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Guide to
Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research •
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Guide to
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Guide to
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Guide to
Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services •
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Guide to
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Guide to
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Guide to
Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
Guide to
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
Guide to
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
Guide to
Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web
E-Commerce
E-Commerce
E-Commerce
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
E-Commerce
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
E-Commerce
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
E-Commerce
Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management • Customer Service • Data
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
E-Commerce
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
E-Commerce
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
E-Commerce
Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
E-Commerce
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
E-Commerce
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
E-Commerce
• Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/
E-Commerce
E-Commerce
E-Commerce
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
E-Commerce
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
E-Commerce
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
E-Commerce
Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate
Technology
Technology
Technology
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Technology
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Technology
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Technology
Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Technology
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Technology
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Technology
Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
Technology
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
Technology
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
Technology
Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/Research • Content Management
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Technology
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Technology
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Technology
• Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
Technology
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
Technology
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
Technology
Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search
E-Commerce Systems • E-Mail Marketing • Fulfi llment Services • Mobile Commerce • Online Video • Order Management • Payments Processing •
Personalization • Search Engine Marketing • Shopping Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain
Solutions • Web Analytics • Web Hosting • Web Site Design • Web Site Performance Monitoring • Web Site Services • Affi liate Marketing • Consulting/
Research • Content Management • Customer Service • Data Systems • Delivery Services • E-Commerce Systems • E-Mail Marketing • Fulfi llment
Services • Mobile Commerce • Online Video • Order Management • Payments Processing • Personalization • Search Engine Marketing • Shopping
Portals/Comparison Sites • Site Search Solutions • Social Media/Marketing • Supply Chain Solutions • Web Analytics • Web Hosting • Web Site Design
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COMPLETE GUIDE TO E-COMMERCE TECHNOLOGY — 2012 EDITION
COVER STORY
Mega tech mergers
. . .6
As e-commerce matures, many vendors that have spent years refi ning their specialties—such as order management, analytics and performance monitoring—are fi nding new homes within larger organizations that offer increasingly complete assortments of e-commerce tools. MARKET RESEARCH
Spend more to generate more
. . .12
In 2012, web merchants will invest in better applications that will strengthen their core e-commerce infrastructure and integrate their e-commerce platforms more effectively with other information management systems. Online merchants will also spend more on software, systems and specialists that will help them build more robust mobile commerce and social media sites, according to the latest Internet Retailer survey. FEATURE
Taming analytics
. . .17
Ask any retailer, and they probably have a story to tell about managing analytics data. It’s a chore many dread, with either not enough data to do much good, or so much data that it’s impossible to decide what to do with it all. These days it’s more likely to be the latter, as retailers seek to make sense of data streaming in from multiple channels. EXPERT ADVICE
The democratization of e-commerce
. .20
While there are still defi nite distinctions between e-commerce capabilities and technology that a large enterprise business needs and what is practical for a small or medium-size merchant, a lot of today’s must-have functionality has become quite affordable for the smaller companies.
Reduce load time
. . .26
If there’s one thing a web retailer should know by now about their customers, it’s that they are impatient. And in recent years, as Internet connections have gotten faster, and more online activities compete for their time and attention, their expectations for a smooth and speedy experience on an e-commerce site have grown. SERVICES AND TECHNOLOGY Affi liate Marketing . . . 32
Consulting/Research . . . 36 Content Management . . . 50 Customer Service . . . 69 Data Systems . . . 84 Delivery Services . . . 93 E-Commerce Systems . . . 102 E-Mail Marketing . . . 132
Fulfi llment Services . . . 157
Mobile Commerce . . . 305
Online Video . . . 175
Order Management . . . 178
Payments Processing . . . 185
Personalization . . . 209
Search Engine Marketing . . . 218
Shopping Portals/Comparison Sites . . . 244
Site Search . . . 250
Social Media/Marketing . . . 254
Supply Chain . . . 258
Web Analytics . . . 274
Web Hosting . . . 282
Web Site Design . . . 286
Web Site Performance . . . 298
Executive Directory and Index . . . 353
URL Index . . . 409
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H
appy Holidays indeed. Th e 2011 Christmas shopping season saw stunning growth as consumers turned to the Internet for their gift-giving needs. Consumers spent more than $19.6 billion with online retailers between Nov. 1 and Dec. 4, up by 15.3% from more than $17 billion spent at the same point in 2010, says comScore Inc.More online shopping yields more spending and that means web retailers have a greater need to keep their e-commerce sites humming. And that requires more technology tools to help e-retailers meet demand. Running stride for stride with e-commerce growth, we present the expanded 2012 Complete Guide to E-Commerce Technology—a comprehensive resource that helps technology buyers of all sizes make prudent and more informed purchasing decisions.
Th e new edition is setting some records of its own:
Listings for 1,213 technology software and services providers, up by 57% from
775 in the previous edition.
Mobile Commerce alone exploded from 14 vendors in the previous edition to
183 companies—a leap of 1,207%.
4,000 provider executive names, a 60% increase from 2,500 in the 2010 edition.
Th is edition of the Complete Guide to E-Commerce Technology couldn’t have come at a better time as more retailers turn to the Internet for an increasing share of their business, and look for new, more effi cient or better technology tools and services. No other segment of retailing is so completely dependent on technology to run its busi-ness, including marketing, merchandising and fulfi llment. And no other segment can use technology to analyze marketing and sales results in real-time, and use those results to make virtually instant adjustments to product off erings, inventory and functionality.
Nowhere else can retailers fi nd more relevant information on the thousands of products and services available to successfully expand their e-commerce operations. Retailers of any size can fi nd a range of providers who specialize in their specifi c area of need or include the technology they seek in a larger package. Many providers in the Complete Guide to E-Commerce Technology are identifi ed as specializing in tech-nology for small to medium-size retailers. Others are targeting the biggest e-retailers.
Each listing in this, the fourth edition of our e-commerce technology guide, includes a description of the vendor’s key products, pricing information, customers and names of executives in charge of business operations, marketing and technology, date launched and full company information. Each listing also includes an objective profi le of the company that serves as an overview of its products and services, written by one of our professional journalists.
As in the previous editions, this resource is the result of a focused research process. Th e data-gathering process includes reaching out to hundreds of vendors in multiple categories to gather and verify company and product information, then assembling and editing it to its fi nal form.
Special thanks to researchers Nesli Karakus and Laura Berrigan for their handiwork in managing data on more than 1,200 providers, and to our tireless profi le writers Linda Punch and Mary Colby. Th anks also to our designer and art director Jason Smith for his usual energetic eff orts to make the editorial and research look good on the printed page.
Th e all-new Complete Guide to E-Commerce Technology comes at a perfect time for retailers of all stripes as they seek to add, maintain, upgrade or replace technology components that make their web sites go. As the 2011 holiday shopping season has shown, the market is coming to them and they need to be ready to make online shopping faster and easier than ever before.
Bill Briggs, Senior Editor, Research
EDITOR’S LETTER
More technology
buyers—and sellers
Publisher: Jack Love [email protected]
Associate Publisher: Molly Love Rogers [email protected]
847-543-1520 (phone) 847-543-1570 (fax)
Editor in Chief: Kurt T. Peters [email protected]
Editor: Don Davis [email protected]
Managing Editor: Paul Demery [email protected]
Managing Editor, Mobile Commerce: Bill Siwicki [email protected]
Senior Editor, Conferences: Mary Wagner [email protected]
Senior Editors: Bill Briggs, [email protected] Thad Rueter, [email protected]
Allison Enright, [email protected] Kevin Woodward, [email protected] Zak Stambor, [email protected]
Associate Editor:
Jonathan Love, [email protected]
Research Director: Mark Brohan [email protected]
Senior Editor, Research: Nesli Karakus [email protected]
Research Analyst: Stefany Moore [email protected]
Production Director: Thomas Chambers [email protected] 312-362-9531
Northeast Advertising Manager: Nancy Bernardini [email protected]
312-572-6276 (phone) 866-979-4389 (fax)
West Region Advertising Manager: Dave Cappelli [email protected]
312-362-0063 (phone) 866-979-4392 (fax)
Southeast Region Advertising Manager: Judy Dellert [email protected]
312-572-6279 (phone) 866-979-4394 (fax)
Midwest Region Sales Manager: Cindy Wilkins [email protected]
312-572-6247 (phone) 866-979-4510 (fax)
Classified Sales Manager: Oliver Love [email protected]
312-572-6251 (phone) 866-979-4504 (fax)
Director of Marketing: Erin Dowd [email protected] 312-572-6280
Web Production Editor: Farnia Ghavami [email protected] 312-362-0804
Exhibition Coordinator: Steve Rogers [email protected]
312-362-0062 (phone) 866-979-4507 (fax)
Conference Coordinator: Eileen O'Neill [email protected] 312-572-6248
Exhibit & Sponsorship Sales Manager: Rob Fogel [email protected] 312-572-6255
Director of Administration: Sue Kroeger [email protected] 312-362-0076
Circulation Manager: Chaz McCrobie-Quinn [email protected] 312-362-0107
Vertical Web Media
President: Jack Love
Executive Vice President: Kurt T. Peters
2012 Complete Guide to E-Commerce Technology Special Edition
Internet Retailer (ISSN 1527-7089) is published
monthly by Vertical Web Media LLC, 125 S. Wacker Drive, Suite 2900, Chicago, IL 60606. Periodicals Postage Paid at Chicago, IL, and additional mailing offices. (USPS 019-477) POSTMASTER: Send address changes to Vertical Web Media, P.O. Box 29, Congers, NY 10920.
For advertising information, call 631-329-7024. Mail subscription orders or changes to Vertical Web Media, PO Box 29, Congers, NY 10920.
For subscription information, call 800-371-1777. For editorial reprints or web rights, call Ellen Gribbin 631-226-1404 or e-mail [email protected]
The views expressed herein may not be concurred in by editors or members of our editorial board. No part of this magazine may be reproduced in any form by microfilm, xerography, or other-wise, or incorporated into any information retrieval system, without the written permission of the copyright owner. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understand-ing that the publisher is not engaged in renderunderstand-ing financial, legal, accounting, tax or other professional service. Internet Retailer is a registered trademark used herein under license.
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E
-retail technology executives
are growing increasingly
accustomed to learning that
one of their technology
vendors is being bought or buying
another company. As e-commerce
matures, many vendors that
have spent years refi ning their
specialties—such as order
manage-ment, analytics and performance
monitoring—are fi nding new homes
within larger organizations that
off er increasingly complete
assort-ments of e-commerce tools.
Th ese large companies argue that
they can handle the complex
techni-cal challenges of selling online so
retailers can focus on retailing. Th at’s
the promise, for example, coming
out of IBM Corp., which in the last
two years picked up order
manage-ment vendor Sterling Commerce
for $1.4 billion, web analytics fi rm
Coremetrics for an undisclosed price,
marketing technology vendor Unica
for $480 million and data warehouse
provider Netezza for $1.7 billion; the
company says it’s earmarked another
$20 billion for acquisitions globally
over the next few years. Oracle Corp.,
which closed its $1 billion cash deal
for e-commerce software vendor Art
Technology Group Inc. in January
2011, makes a similar pledge to let
retailers focus on what they do best.
Plenty of more deals abound:
eBay Inc. closed its $2.4 billion deal
to buy e-commerce services vendor
GSI Commerce Corp., which
itself had been on a buying spree,
acquiring ad fi rm Fetchback, e-mail
marketing provider e-Dialog and
others; eBay also announced in July
2011 plans to acquire open-source
e-commerce platform company
Magento Inc. Adobe Systems Inc.
strengthened its e-commerce
port-folio with its $1.8 billion purchase
of analytics provider Omniture.
RedPrairie Corp. picked up Escalate
Retail, Monsoon Commerce Inc.
snagged Stone Edge Technologies,
MyBuys Inc. acquired Veruta.
Th e list goes on and activity
shows no signs of slowing. Th ere
have been more than 1,200
market-ing technology acquisitions since
2008, more than half occurring
from February 2010 to August
2011, says investment advisory fi rm
Petsky Prunier. Th e 333 transactions
in the fi rst eight months of 2011 are
nearly equal to the full-year total of
338 in 2010.
Th e acquired companies fi gure
prominently among the top
ven-dors to the retailers in the Internet
Retailer Top 500. What will vendor
consolidation mean for Top 500
retailers and their smaller peers?
Many retailers are optimistic that
vendors will provide products and
services that fi t together more
smoothly and will have more funds
to invest in innovation. But some web
merchants fear they’ll be too small to
get much attention from tech giants.
In the former group is Steven
Dee, chief information offi cer at
multi-site e-retailer Hayneedle
Inc., No. 77 in the Top 500 with
approximately $265 million in 2010
sales. He looks forward to working
with fewer vendors, hoping that
will free up resources to work on
pressing consumer-facing initiatives
BY ALLISON ENRIGHT
E-retailers must recalibrate their technology
strategies as vendors consolidate
Mega tech mergers
-retail technology executives
accustomed to learning that
vendors is being bought or buying
another company. As e-commerce
specialties—such as order
manage-monitoring—are fi nding new homes
off er increasingly complete
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MEGA TECH MERGERS
growth of his business. Dee says
he left the meeting impressed, but
made no commitments. “Th e major
components were very well thought
out, but they couldn’t really get into
the weeds with me,” Dee says. “But
it made it easier for me to say we
should continue investigating this.”
If Hayneedle were to go all in
with Oracle and ATG, Dee sees the
potential for cost savings because
Oracle and ATG would be
respon-sible for the integration and
main-tenance of the sister services. Th at
could free up funds for Hayneedle
to invest in improved services.
Top 100 e-retailers like
Hayneedle may opt for nearly
all-in-one services like those marketed
by Oracle and IBM because the
fi erce competition those big web
merchants face drives them to
con-tinually innovate, says Gene Alvarez,
vice president of research in the
customer relationship management
practice at research and consulting
fi rm Gartner Inc. “Because of the
amount of revenue tied to the top
e-retailers, there is tremendous
pressure for customer experience,
and those e-retailers are more apt
to make that move because it would
free them to focus on customers,” he
says. “What happens is that the list
of functional requirements gets so
long, they have to do 15 to 25
inte-grations to complete the customer
experience. Now they want one
vendor who can sell them a broad
set of capabilities.”
integrate with Hayneedle’s existing
systems than another vendor’s tool
that is marginally better. “Th e
hard-est part of any implementation is
the integration,” he says. “When you
are looking at best-in-breed
ser-vices, you have a lot of options and
it’s great—up to the point where
you fi gure out you have to get, say,
Oracle to integrate with ATG.
While having the variety is nice, if
I can avoid doing that integration
I’ll do that. I’d love for that to be
somebody else’s problem.”
Hayneedle uses Oracle
soft-ware for order management and
accounting. Th e e-retailer doesn’t
use any ATG services—yet. Dee
says he called his Oracle
represen-tative the day Oracle announced
the ATG deal and asked what the
product integration plan looked
like. His representative didn’t have
an answer. “We might have jumped
the gun on it,” Dee says. “I don’t
think they understood when we
started asking questions.”
Oracle began in early 2011
laying out to clients its plans for
combining ATG and Oracle. Since
then, Hayneedle’s existing Oracle
representative and an ATG
repre-sentative visited Dee at headquarters
and pitched him on ATG’s services.
Th e representatives explained in
general how Oracle and ATG were
mapping out their software
integra-tion plan, but didn’t dive further into
the details of how they would work
out system processes to support the
like mobile commerce, and allow
for more long-term technology and
growth planning. Hayneedle operates
280 product-specifi c e-retail sites like
Hammocks.com and Daybeds.com.
Among the wary is Carrie Allen,
director of operations at apparel,
media and fi tness e-retailer Gaiam
Inc., No. 285 with approximately
$38 million in sales last year. She’s
not convinced a company the size
of an IBM or Oracle will pay much
attention to Gaiam. “It tends to be
our experience that a very large fi rm
doesn’t have the time for us as a
mid-level retailer,” Allen says.
In this case it’s the retailers who
are the customers, and they’ll reward
vendors that deliver as technology
contracts come up for renewal over
the next few years. Meanwhile,
vendors say they’ll be working to
show that they can provide products
that fi t together more easily and can
introduce new technology at a faster
rate—in some cases because, having
been acquired, they no longer have
to focus on short-term profi tability
in order to boost profi ts in advance
of going public.
Large retailers
Hayneedle’s Dee says he wants
both ease of integration and the
most compelling technology for
his e-commerce sites. He says the
e-retailer leans heavily toward
deploying the technology it views
as best serving its customers, but
might favor a product that’s easier to
‘While having a variety of vendors to
choose from is nice, if I can avoid doing
an integration I’ll do that. I’d love for that
to be some body else’s problem.’
www.internetretailer.com Complete Guide to E-Commerce Technology Internet Retailer 9
MEGA TECH MERGERS
capital for growth and product
development, or be acquired by
larger fi rms in the next 12 months.
At offi ce and business supply
e-retailer ReStockIt.com, No. 354
in the Top 500 with approximately
$26 million in 2010 sales, CEO
David Redlich says he’s excited
about the future relationship his
company will have with its order
management vendor Stone Edge
Technologies, which Monsoon
Commerce acquired in early 2011.
He says Stone Edge founder and
president Barney Stone called him
shortly after the acquisition to
discuss it with him, and that kind
of service is what makes him stay
with the vendor. “We chose Stone
Edge for a reason, and the
oppor-tunity for them to do even more is
exciting, but that has to come with
a checklist,” Redlich says. “Th ey
have to keep their identity and their
culture. Is Barney still there? Will
we have the same level of service?
Th e answer, in this case, is yes.”
Redlich says he hasn’t gotten
a sales call from Monsoon
Commerce, which helps retailers
sell on online marketplaces,
about off ering those services to
ReStockIt.com, but he’s
anticipat-ing one. “Most customers would be
anxious for that call because
every-one is looking for an advantage to
grow,” he says. “If a company you
have an existing relationship with
comes to you with something that
is relevant, you want to hear it.”
profi tability. Now, with Compuware
it has money to invest and fuel
growth in a way that it hasn’t been
able to before.”
Similarly, a company like
order management fi rm Sterling
Commerce, now part of IBM,
can innovate more quickly than it
could on its own, says John Stelzer,
worldwide industry executive for
retail, B2B and commerce
solu-tions for IBM Software Group,
who joined IBM after 27 years as
an executive at Sterling Commerce.
What’s more, he says, e-retailers
that engage IBM’s e-commerce
services—which now include
the assets of Coremetrics, Unica,
Netezza and Sterling Commerce—
will be able to respond more quickly
to changes in consumer behavior
and competitor moves because IBM
will be managing the technology
and investing for the future. “You
will not outgrow us,” Stelzer says.
“We have the agility to respond
to, keep up with and get ahead of
what’s happening, and that’s limited
in the vendor marketplace.”
Selection and service
Nor does all the acquisition
activ-ity involve vendors to Top 100
e-retailers. Firms that sell primarily
to smaller and midsized e-retailers
also are consolidating, and some
e-retailers say they expect to benefi t
from those mergers. Alvarez says
he expects more smaller vendors
to either go public, giving them
Dee says Hayneedle realized
that kind of benefi t when the
ven-dor it uses to monitor its web site
performance, Gomez, was acquired
in 2009 by Compuware Corp.,
a provider of a broad range of
information technology services to
businesses and government. With
its contract with a previous data
center monitoring vendor set to
expire, Hayneedle, a Gomez client
since 2007, decided to extend its
contract to include Compuware’s
data center monitoring service. Th e
bundled services cost a bit less, but
Dee says the real win was that the
Gomez interface improved with
Compuware’s help, and service
improved. For example, a Gomez
account representative and engineer
paid Dee a visit post-acquisition,
which had never happened before.
“Th ey went out and started to be
more proactive in their
communi-cation,” Dee says.
Gomez has more money now to
invest in customer service because
the company, which made no secret
before the Compuware deal that it
planned to go public, no longer has
to prioritize painting an attractive
profi t picture for Wall Street, says
Eric Schurr, who joined Gomez
prior to its acquisition and is now
senior vice president of marketing
for Compuware Gomez. “Gomez
was a lean and mean company that
was headed for an IPO,” Schurr
says. “It was managing every
penny to optimize for growth and
‘If a company you have an
existing relationship with comes
to you with something that is
relevant, you want to hear it.’
MEGA TECH MERGERS
a little concerned that they won’t
support the software at all or will
want us to upgrade.”
Allen says Gaiam is weighing
whether to seek bids from other
soft-ware vendors or look more closely
at an upgrade with Escalate. “Not
knowing if Escalate will continue to
support our existing software brings
up the urgency quite a bit,” she says.
RedPrairie did not respond to a
request for comment on its support
plans for Escalate Retail products.
Communication with clients
about mergers and technology
plans is often hit or miss, Alvarez
says. “Vendors’ communication to
their customers as a result of this
acquisition market has been low
and in some cases unclear. Either
they have to get in front of their
customers or their customers are
going to turn to others.”
Given the pace of change they
face, e-retailers can ill aff ord any such
uncertainty, Alvarez says, pointing to
how quickly online social networks
and mobile commerce are reshaping
retailing. Web retailers must move
quickly in areas like that, he says, and
if that means relying on vendors that
provide pre-integrated services, it
makes sense to go that route.
Hayneedle’s Dee concurs. “We
want to focus on how we allow our
customers to fi nd the product that
is right for them,” he says. “We’re
not integrators. We lose some
competitive advantage when we
have to focus diff erently.”
Adobe representative locally, but a
diff erent, non-local Adobe rep
man-ages the Omniture account, and that
representative changes frequently
because of employee turnover.
Since Adobe acquired Omniture
after Gaiam inked its contract for
Scene7, Allen hopes to use Gaiam’s
position as a customer for two Adobe
services as leverage to negotiate a
better deal when her Scene7
con-tract is up for renewal in 2012. But
she isn’t confi dent that will work
because Gaiam already gets a good
rate on Omniture that MarketLive
negotiates on its behalf based on
MarketLive’s client portfolio of more
than 100 web retailers, including
eight in the Top 500.
Gaiam began working with
Escalate Retail when the company
formed in 2006 through the merger
of Ecometry, which Gaiam used,
and GERS Retail Systems. Gaiam
uses Escalate Retail for order
man-agement and fulfi llment, and Allen
describes account support as
medio-cre, which she partly ascribes to the
e-retailer using the older Ecometry
version of Escalate’s software.
Allen notes that Escalate did
reach out by e-mail and phone to
alert Gaiam to its acquisition by
RedPrairie, although it wasn’t made
clear if the combined companies
would support the software version
Gaiam uses. “Overall, our
commu-nication isn’t super strong,” Allen
says. “I’m not sure that the
acquisi-tion will do us any favors. We are
Donald Cohen, founder and
managing partner of Tool King
LLC, No. 337 in the Top 500
with $27.5 million in 2010 sales,
says he expects ToolKing.com and
other small and midsized retailers
will reap benefi ts from eBay Inc.’s
acquisition of Magento. Tool King
has sold on eBay’s marketplace for
at least a decade, Cohen says, and
rebuilt ToolKing.com on Magento’s
e-commerce platform in 2009.
Cohen believes eBay’s fi nancial
backing will help Magento develop
more advanced tools that might
oth-erwise be out of its fi nancial reach.
“If done right, it will be a coup for
small to medium-sized e-commerce
companies that are looking for a
platform,” he says. “EBay could
make it more aff ordable because
of its larger scale and bring some
resources to Magento that Magento
wouldn’t have on its own.”
But not all e-retailers are as
confi dent about their vendors
becoming part of much bigger
companies. At Gaiam, Allen says
her contact with larger vendors,
such as Adobe Systems and Escalate
Retail, is inconsistent. Gaiam has
a direct contract with Adobe to
use its Scene7 imaging and design
tools—Scene7 itself was a 2007
Adobe acquisition—and an indirect
contract for Adobe’s Omniture
analytics tools that is managed by
Gaiam’s e-commerce services
ven-dor, MarketLive Inc. She says her
Scene7 account is managed by an
‘EBay’s bigger pockets should give
Magento the resources to move
some more innovation forward.’
DONALD COHEN, FOUNDER AND MANAGING PARTNER OF TOOL KING LLC
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I
nternet retailers are ratcheting
up their information systems
spending and expect to budget
signifi cantly more resources
for e-commerce technology and
services in 2012. In particular web
merchants will invest in better
applications that will strengthen
their core e-commerce
infrastruc-ture and integrate their e-commerce
platforms more eff ectively with
other information management
systems. Online merchants will also
spend more on software, systems
and specialists that will help them
build more robust mobile commerce
and social media sites, according to
the latest Internet Retailer survey.
Th e survey shows that many
web merchants are in a mood to
invest in more e-commerce systems
and services. In 2012, 79.4% of
merchants will increase their
e-commerce technology spending.
Among that group, 19.5% will
spend at least 5% more, 53.3%
between 5.1% and 15%, 7.8% from
15.1% to 20%, 5.3% from 20.1% to
25% and 14.2% from 25.1% to 50%.
“Online is the channel where
the growth is coming from, so that’s
where more retailers are going to
keep on investing the most
technol-ogy dollars,” says Brian Walker, vice
president and principal analyst for
e-business and channel strategy
at Forrester Research Inc. “Some
multichannel retailers plan to close
more stores or scale back on other
information technology, but they
will continue to upgrade and expand
their web infrastructure.”
For most merchants the single
biggest priority is purchasing a
bet-ter e-commerce platform, followed
by making a bigger investment in
mobile commerce and social media.
Th e survey results, which include a
response from 70 web-only
mer-chants, 15 chain retailers, 14 catalog
companies and 14 consumer brand
manufacturers, reveal that a new
e-commerce platform is the top
spending priority for 59.8% of
merchants, compared with 45.4%
that are budgeting more money
for mobile commerce, 41.2% for
more social media, 33% for a better
order management system, 32%
for advanced web analytics, 29.9%
for better site search, 22.7% for a
more eff ective customer relationship
management system, and 21.6%
for customer reviews and ratings
tools or enhanced web performance
monitoring. Respondents could
choose more than one answer.
“Where retailers are going to
spend the most money next year is on
those tools and programs that make
it easier and faster for consumers to
shop, research and make a purchase
from their smartphone or tablet, and
share the experience with their family
and friends on Facebook and
else-where,” says Walker. “Th ere’s a sense of
urgency on the part of many retailers
that mobile and social technologies are
BY MARK BROHAN
Retailers will spend more
to generate more from
their e-commerce systems
THE INTERNET RETAILER SURVEY: E-COMMERCE TECHNOLOGY SPENDING
more stores or scale back on other
order management system, 32%
Topping the list
What are your top e-commerce technology budget priorities? (Check all that apply)
All Chain Catalog Web Manufacturer
E-commerce platform 59.8% 54.5% 70.0% 54.7% 76.9% Mobile commerce 45.4% 72.7% 40.0% 43.8% 38.5% Social media 41.2% 45.5% 20.0% 43.8% 38.5% Content management system 22.7% 18.2% 60.0% 18.8% 23.1% Order management system 33.0% 27.3% 30.0% 40.6% 0.0% Customer reviews/ratings 21.6% 9.1% 10.0% 28.1% 15.4% Customer service software 15.5% 18.2% 20.0% 15.6% 15.4% Customer relationship management 22.7% 18.2% 0.0% 23.4% 46.2% Site search 29.9% 36.4% 40.0% 29.7% 23.1% Web analytics 32.0% 46.5% 20.0% 31.3% 38.5% Performance monitoring 21.6% 45.5% 20.0% 20.3% 7.7% Video/Rich media 14.4% 9.1% 10.0% 14.1% 23.1% Data storage 7.2% 18.2% 10.0% 6.3% 7.7% Web server infrastructure 14.4% 27.3% 0.0% 10.9% 30.8% Cloud computing 15.5% 9.1% 40.0% 15.6% 0.0%