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SUMMARY
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' expectations?which 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 Reports - Focused 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 5- The eMarketer Difference 6
- The Benefits of eMarketer\'s Aggregation Approach 7
- "Benchmarking" and Projections 7
I Estimating the Number of Online Shoppers and Buyers 9 - Consumer "Online Buying" Definitions
- US Consumer Online Buying and Shopping Grid
II B2C E-Commerce Web Sites 13 - A. Managing E-Commerce Operations 14
- Percent of Online Retailers in the US Reporting Positive OperatingMargins
- Revenue Growth for Online Retailers in the US from Online HolidaySales
- Year that US Retailers Launched Their Web Sites
- Degree to Which US Retailers\' E-Commerce Organization is Integratedwith their Overall Business
- Mean Percent of Annual Sales Coming from the Web among Multi-ChannelCatalog Companies
- Mean Annual Cost to Maintain an E-Commerce Web Site amongMulti-Channel Catalog Companies
- Mean Percent of Total Budget that Multi-Channel Catalog CompaniesSpend on their Web Sites
- Mean Number of Full-Time Web Site Employees among Multi-ChannelCatalog Companies
- Marketing Costs of Online Retailers in the US
- Customer Service and Fulfillment Costs of Online Retailers in the US
- B. Improving E-Commerce Web Sites 20
- Features of a Web Site that Would Lead US Consumers to Return to theSite and Make Additional Purchases
- Web Site Improvement Preferences* of US Consumers
- Biggest Challenges Faced by Web Site Operators in the US
- Frequency with which US Online Retailers Have Made Major Web SiteEnhancements Since Their Initial Launch
- Percent of US Online Retailers Implementing New Technologies, by Year
- Web Site Features Used by Consumer Multi-Channel Catalog Companies
- Leading Internet Features/Strategies that Provide the Best ROI Valueto US Online Retailers
- Timing of North American Retailers\' Upgrade of Web SitePersonalization and Promotion Technology
- Timing of North American Retailers\' Upgrade of In-Store PickupTechnology
- Number of US Retailers Using Multi-Channel Retailing Features
- C. Promoting E-Commerce Websites 29
- Most Important Marketing Strategies among US Online Retailers
- Top Methods that Consumer Multi-Channel Catalog Companies Use toPromote their Online Catalogs
- US Online Retailers\' Leading Sources of E-Commerce Demand
- Most Successful Promotion Vehicle for Online Holiday Shoppingaccording to Online Retailers in the US
- Frequency of US Online Retailers\' Promotional E-Mails
- Content of US Online Retailers\' Promotional E-Mails
- Attitudes Regarding Retailers among US Internet Users Who Receive andSubscribe to Retailer E-Mails vs. Those Who Have Not
- Market Share of the Leading Search Engines Worldwide
- Search Engine Web Site Used Most Frequently by Online Consumers inNorth America
- Leading US Online Shopping Portals, by Number of Visitors
- D. Customer Conversion and Shopping Cart Abandonment Rates 37
- Comparative Estimates: US Online Customer Conversion Rates
- US Retail Web Sites\' Customer Conversion Rates
- Percent of Visitors to E-Commerce Web Sites Who Placed an Item inTheir Shopping Cart, by Shopping Frequency
- Comparative Estimates: Shopping Cart Abandonment Rates in the US
- Percent of Visitors to E-Commerce Web Sites Who Abandoned TheirShopping Cart at the Checkout Stage
- Ratio of Actual to Abandoned Sales at E-Commerce Web Sites
- Factors that Would Cause US Consumers to Abandon an Online Purchase
- Shopping Cart Abandonment Rates for E-Commerce Web Sites in NorthAmerica, by Number of Payment Methods Offered
- Most Successful Online Sales Promotion during Holiday Shopping Seasonaccording to US Online Retailers
- E. Other Key Trends in Online Retailing 45
- Measured Performance and Availability Rates for the Top Five LeadingRetail
- Web Sites
- Number of Payment Methods Offered by E-Commerce Web Sites in North
- America
- Payment Methods Offered by E-Commerce Web Sites in North America
- Payment Methods that E-Commerce Web Sites in North America Plan toSupport
- or Investigate Adding in the Next 12 Months
- Losses due to Online Fraud for North American Retailers
- E-Commerce Web Sites in North America that Accept International Orders
- Reasons* that E-Commerce Web Sites in North America Do Not Accept
- International Orders
- F. Ranking the Leading B2C E-Commerce Web Sites 50
- Breakdown of the Top 300 US Retail Web Sites, by Category
- Breakdown of Online Sales Revenues of the Top 300 US Retail Web Sites,by Category
- Breakdown of Online Sales Revenues among the Top 300 US Retail WebSites, by Type of Company
- Online Sales of the Top 15 US Retail Web Sites
- Conversion Rates of the Top 15 US Retail Web Sites
- Number of Unique Monthly Visitors to the Top* 15 US Retail Web Sites
- Leading Publicly Traded Internet Retailers, by Annual Revenues
- Amazon.com 57
- E-Business Profile:Amazon.com\'s Annual Sales
- eBay 58
- E-Business Profile: eBay\'s Annual Net Revenues
- BarnesandNoble.com 59
- E-Business Profile: BarnesandNoble.com\'s Annual Net Sales
- 1-800-flowers.com 60
- E-Business Profile: 1-800-flowers.com\'s Annual Online Revenues*
- Drugstore.com 61
- E-Business Profile: Net Sales via Drugstore.com
- Netflix.com 62
- E-Business Profile: Netflix.com\'s Annual Revenues
- Overstock.com 63
- E-Business Profile: Overstock.com\'s Annual Revenues
- RedEnvelope.com 65
- E-Business Profile: RedEnvelope.com\'s Annual Revenues
- Bluefly.com 66
- E-Business Profile: Net Sales via Bluefly.com
III Online Customer Service and eCRM 67 - A. Online Customer Service Capabilities 68
- Group Responsible for Online Customer Service at US Companies
- Percent of Customer Support Centers with Integrated Support Channels
- Customer Interaction Channels Used by US Companies
- Customer Service Capabilities Offered by Customer Support Centers
- Percent of Customer Support Center Requests that Come via E-Mail EachMonth
- Percent of Customer Support Center Requests that Came via the Web EachMonth
- Estimated Cost per Customer Service Interaction, by Channel
- Customer Support Centers\' Average Cost per Phone Call and E-Mailduring the Past Year
- Customer Support Centers\' Average Number of E-Mail ExchangesRequired to Solve a Customer Support Request
- Customer Support Centers\' Average Speed to Answer E-Mail Requests
- Customer Support Centers\' Most Relevant Achievement from theImplementation of E-Support Services
- US B2C Firms\' Perception of Their Effectiveness at Managing CustomerExperience
- Timing of North American Retailers\' Upgrade of CustomerE-Mail/Call/Chat/CRM Center Management Technology
- Timing of North American Retailers\' Upgrade of CRM Technology Accessfor Sales Associates
- B. Consumer Preferences 77
- Reasons Why US Consumers Buy Online
- Preferred Methods US Consumers Use to Contact Companies about CustomerService Issues
- Consumer Satisfaction with Channels for Researching, Transacting andGetting Service in North America
- "Acceptable"Waiting Time* for a Customer Service Department toRespond to EMail/ Web Site Inquiries during the Holiday Shopping Seasonaccording to US Consumers
- Online Customer Satisfaction over the Holiday Shopping Season in theUS
- Satisfaction with Online Buying during the Holiday Season according toOnline Buyers in the US
- Satisfaction with E-Commerce Web Sites among US Consumers
- Satisfaction with E-Retail Web Sites among US Consumers
- Top 15 US Firms*, Rated on Customer Online Experience
- Top 15 US Retailers, Rated on Customer Online Experience
Index of Charts 89
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