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Online Selling and eCRM

Product Type: Market Research Report
Published by: eMarketer
Published: August 2004
Product Code: R203-177
Description

Attention: B2B and B2C Marketers, Ad Agencies, Online Providers, Consultants and Business Professionals The Online Selling and eCRM report surveys business-to-consumer (B2C) and business-to-business (B2B) Web sites to show how they are evolving and implementing next-generation capabilities. It also looks at e-commerce sites from the perspective of Web site visitors and aggregates data detailing the features that are most important to Internet shoppers.

The final chapter of the report considers online customer service (eCRM), by looking at the capabilities that many Web sites have already deployed, and the cost savings that companies expect to achieve by implementing them. Also taken into account are Internet users' expectationsÑwhich are steadily rising.

Sample of Findings from the Report:

  • 74.0% of Internet users in the US will engage in some form of online shopping
  • 61.0% of Internet users will make at least one online purchase.
  • E-Commerce in the US will increase from $71.2 billion in 2002 to $201.2 billion by 2007
  • 79% of online retailers were profitable in 2003
  • The majority of Internet retailers saw a substantial increase in sales last year
  • 71% of e-retailers have been in operation for five years for more
  • Online fulfillment charges rose an average $9.80 per order in 2003
  • Internet retailers rank customer acquisition and customer retention as their most important marketing strategies
  • And many more...

    eMarketer ReportsÑFocused and Up-to-Date

    Drawing on aggregated data from leading communications, investment and technology research firms, in combination with eMarketer's proprietary projections and analysis, the Online Selling and eCRM report gives you the intelligence you need to stay ahead in the quickly evolving worlds of B2C and B2B

    Table of Contents
    Methodology


    The eMarketer Difference


    The Benefits of eMarketer’s Aggregation Approach


    “Benchmarking” and Projections


    I Estimating the Number of Online Shoppers and Buyers


    II B2C E-Commerce Web Sites

    A. Managing E-Commerce Operations

    B. Improving E-Commerce Web Sites

    C. Promoting E-Commerce Websites

    D. Customer Conversion and Shopping Cart Abandonment Rates

    E. Other Key Trends in Online Retailing

    F. Ranking the Leading B2C E-Commerce Web Sites

  • Amazon.com
  • eBay
  • BarnesandNoble.com
  • 1-800-flowers.com
  • Drugstore.com
  • Netflix.com
  • Overstock.com
  • RedEnvelope.com
  • Bluefly.com


    III Online Customer Service and eCRM

    A. Online Customer Service Capabilities

    B. Consumer Preferences


    Index of Charts

    • Ordering and More Information
    Price and Delivery Options


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