Our digital transformation framework focuses on the 3 key aspects: Foundation, Insights and Growth.
Digital Transformation Framework for Ecommerce
| Foundations | |||
|---|---|---|---|
| Fundamentals to support the e-commerce operations and future growth in the digital business | |||
| Platform | Fulfillment | Inventory | Customer Support |
Either web or app platform that fits the digital business needs in
Web:
App:
Supports:
|
Integration with 3PL or own logistics operations for customer fulfillment strategy, which is the most crucial success factor in the entire ecommerce ecosystem.
Typically measures your business capabilities to deliver their goods or services into the hands of customers. By being transparent to your customers with data – delivery lead time, order tracking and shipping charges, this improves in the overall shopping experience with your digital business Supports:
|
Integration with inventory management allows your business to upload and manage product SKUs onto your ecommerce platform efficiently, and to supply product data feeds to run ecommerce and shopping ads on Google & Facebook.
Inventory management has to span its support for both ecommerce platform and physical stores to create the omnichannel strategy, where your customers will have visibility over the in-stock availability of your product SKUs. Supports:
|
Live chats/supports serves as an avenue for customers to communicate with the business directly on your ecommerce platform, and improves customer overall shopping experience & satisfaction.
By integrating with your CRM which better differentiate customers whether they are new or past purchasers, you can devise strategies to handle each customer segments and sometimes even remarket or cross-sell products to increase the cart value. Supports:
|
| Insights | |
|---|---|
| Profile your customer segments and obtain insights of their shopping & checkout experiences on your ecommerce platform | |
| CRM | Web Analytics |
| You can easily identify your business most valuable customer segments led by high lifetime value (LTV) based on the captured customer data – their demographics, geographical locations, average cart value, purchase behaviour and patterns.
Marketing strategy can be well-formulated to cater for various customer segments, and maximize Pareto’s 80:20 principle in practice – hitting on the 20% of your customers that will be driving 80% of the total revenue. Supports:
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To better understand your customers’ shopping and checkout behaviour on your ecommerce platform, it is essential to obtain insights on:
Supports:
|
| Growth | |
|---|---|
| Grow your ecommerce platform & marketing channels to drive incremental business growth and success | |
| Digital Marketing | Web Product Development / Management |
Campaign planning & execution are essentials to deliver growth in:
Channel optimization ensures resources – manpower and budget are well-allocated to better performing digital channels, e.g. SEM, paid ads, affiliates, based on revenue performance. Measurable KPIs:
|
Constantly grow your ecommerce platform with new features / enhancements, bug fixes to improve the overall shopping experience and on-site stickiness, will result in incremental cart checkouts and revenue growth.
Complements and supports digital marketing activities – where customers are brought to your ecommerce platform via channels & campaigns. When the platform fails to provide good UX and shopping experience, customers will be less willing to checkout or purchase. Show-stopper issues, e.g. unable to checkout, payment gateway failure, impacting on revenue, needs to be addressed without delay. Measurable KPIs:
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