Recently, Gartner, Inc released their annual report on e-commerce solutions, the Magic Quadrant for e-commerce. For the report, Gartner evaluated e-commerce providers that enable online sales for B2B & B2C commerce and facilitate the creation and continuing development of an on-line relationship with customers. Gartner states, “E-commerce continues to experience strong growth, impacting industries beyond retail and in consumer-facing and business-facing commerce sites.”
The report also states:
- “Mobile, social and a focus on customer analytics all contribute to e-commerce success, but also raise the complexity of an e-commerce initiative.”
- “The rapid evolution of technology and changing customer expectations are impacting the customer experience.”
- “B2B organizations are seeking to make their customer experiences more B2C-like, while B2C organizations are seeking to use B2B capabilities, such as product configuration, for their more complex product and service offerings.”
IBM is in the leaders quadrant in the report. These findings highlight the driving need for our Smarter Commerce strategy to help all companies, not just retailers, to deliver exceptional customer experiences across all channels of interaction and throughout the entire commerce lifecycle. Gartner states, “E-commerce has often been associated with online retailing. However, this is not the only industry that is taking advantage of selling. Many B2C and B2B industries are using the Web as a sales channel and, where possible, leveraging the knowledge and capabilities of each other’s e-commerce customer experiences.”
Gartner adds “E-commerce is moving beyond just an online selling channel to integrated platforms delivering a unified customer experience,” and expects more companies to integrate capabilities like order-management, content management and digital marketing to meet the expectations of their customers.
IBM WebSphere Commerce allows companies to deliver a seamless and contextually relevant cross-channel shopping experience across all customer touchpoints. IBM customers found WebSphere Commerce as providing ‘transformational’ business benefits to their organizations, highlighting the strategic contribution of these assets.
In the past couple of years we have invested over $2 billion (USD) in our Smarter Commerce portfolio and continue to deliver transformational commerce capabilities to our customers. It’s no coincidence that leading companies such as J.J. Keller and Associates, Staples Inc and 1-800-FLOWERS.com have chosen IBM e-commerce solutions to help enhance their customers’ on-line experience.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.