Selecting Customer Relationship Management Software – Facts & Figures
of companies consider efficient data management to be a prerequisite for successfully addressing customers.
of consumers make their purchasing decision based on the quality of customer service.
of CRM system users state that ease of use is more important to them than the range of features.
Selecting Customer Relationship Management Software: Topic Overview
360-DEGREE VIEW ENSURES CUSTOMER FOCUS
With the increasing number of touchpoints, the amount of customer data is also growing. Only those who know how to use this data effectively can tailor their offers and consulting services precisely to their customers' needs.
CRM SYSTEM AS THE CENTRE OF CUSTOMER DATA
Whether it is marketing, sales or service: we show you how all departments of your company can benefit from the versatile features and capabilities of a CRM system.
MULTI-CLOUD SOLUTIONS TO MEET MULTIPLE CUSTOMER NEEDS
Even in the field of CRM, »software as a service« is the future. Multi-cloud solutions make a CRM system flexibly scalable and expandable while ensuring smooth processes.
- How do companies benefit from consistent customer data and strengthened customer relationships?
- How do you find the CRM system that best suits your company?
- What challenges do you face when implementing a CRM system?
- How should you proceed when evaluating a CRM system?
- Which mindset and organisational structures make CRM activities successful?
- How do the leading CRM providers differ in terms of performance, range of features and cost model?
- How important is artificial intelligence for customer relationship management?
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»Selecting E-Commerce Software«: Topic Overview
- Present and future e-commerce strategies
- How to choose suitable e-commerce software
- Overview of e-commerce systems
- Entry level solutions and selection
- SME soutions and selection
- Enterprise solutions
- Providers and technologies compared
- Adobe
- Salesforce Commerce Cloud
- SAP C4/HANA (formerly: hybris)
- IBM WATSON Commerce
- commercetools
- Intershop
- Magento Open Source
- Additional feature: dotSource Vendor Matrix Shop Systems
Complementing the well-known, but American-centred comparisons from Forrester and Gartner, dotSource has developed a comparative chart for the DACH market that adjusts the weights accordingly and lists all relevant players.
How to Make Your E-Commerce Business fit for the Future
E-Commerce is one of the strongest growth markets in the DACH economy - but at the same time it's a highly competitive market. Choosing and implementing a tailor-made e-commerce system is therefore an important success factor. But which e-commerce software actually suits each situation?
In our white paper, we don't just give an overview of leading vendors for different company sizes from startup to enterprise, we also explain why moving away from the pure e-commerce system to integrating an e-commerce function into a digital experience platform and what the benefits of this change are.
In addition, we clarify in what the approaches differ, like framework or SaaS.
However, we not only describe the vendors and functions, we also rate them. Accordingly, we have updated the dotSource vendor matrix, which gives an overview of which systems are leading based on independent criteria. Here we cover all major players from Salesforce, SAP, Adobe and commercetools to Spryker.
In addition to the provider comparison for both B2C and B2B and multichannel, we give extensive tips on what decision-makers should pay attention to when selecting e-commerce software.
Additionaly, we address what is important in-house for a system change or an update.
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Topic Overview: B2B E-Commerce
- Digitalisation in the B2B sphere
- German B2B market and B2B commerce . 06
- Boosting e-commerce - driving B2B growth
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WHAT DOES AN ONLINE SHOP IN B2B HAVE TO OFFER?
- Simplification of standard orders
- M-commerce, an active player
- The acquisition and retention of customers made easier through marketing technologies
- Centralising and displaying information better
- Displaying complex products
- User experience as a competitive advantage
- Automating process
- Faster internationalisation
E-Commerce in B2B is Still Uncharted Territory. However, There is a Large Potential for Retailers and Manufacturers
- A B2B online shop allows you to address B and C clients. Your sales team can focus on especially lucrative customers.
- An online shop offers more service and information. Products can be bought day and night and also directly from the location with the help of mobile commerce.
- A B2B online shop can facilitate the first steps into the international market
Considering that every B2B customer is also a B2C customer in their private lives, who might even prefer to buy from Amazon and co, e-commerce should be be a given.
In the complex B2B sector, this extensive process of transformation does not happen overnight. Prepared companies which have built up e-commerce competencies will profit.
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KPIs in Digital Business – Facts & Figures
key figures, on average, are actually considered to make up a company's key performance indicators (KPIs) – according to the business consultancy firm PricewaterhouseCoopers.
of innovative companies consider data to be growing faster than their capabilities to deal with it.
perspectives on strategic objectives are brought together by the Balanced Scorecard framework.
KPIs in Digital Business: Topic Overview
KPIs for Your Company: Individually Defined and Targeted
Every company is unique – depending on the industry and depending on whether it is B2B or B2C, success can be defined completely differently. What they all have in common, however, is that it must be possible to measure the degree to which objectives have been achieved. The right KPI strategy is essential in this regard.
E-Commerce KPIs Neatly Explained
In this white paper, we present 14 of the most important e-commerce KPIs and elaborate on how they are compiled and evaluated. We also provide a useful overview of these KPIs in the form of a cheat sheet – an excellent basis for your KPI strategy.
KPIs for E-Commerce and Beyond
Our experts explain how not only e-commerce, but also related areas of digital business can benefit from the right KPIs. They show that product information management (PIM), user experience design (UXD) and many other disciplines contribute to e-commerce success as well.
- What are KPIs and why are they so important for measuring performance?
- Which relevant e-commerce KPIs do you need to know?
- How can you optimise performance measurement with KPIs?
- How can you find the right KPI framework for your company?
- How do other companies benefit from KPIs and key figures in e-commerce?
- What is the difference between KPIs and key figures?
- How can data-driven business contribute to business success?
- What role do KPIs play for disciplines such as PIM, UXD, agile coaching and platform integration?
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Entry Into Mobile Commerce - Not If, But How!
Whether selling channel, source of information or instrument of payment – it is not possible to imagine shopping without smartphone. A mobile strategy should be responsive to these various scenarios and support innovative shopping experiences.
The enormous take-off of mobile services presents new challenges for pure e-commerce players, such as stationary traders: Do I need an app, a mobile site or a hybrid variant? What demands do the screen sizes of mobile end devices make on web design and performance? How do customers’ requirements for shop usability and checkout processes change?
In the white paper »Success in mobile commerce« the basics of mobile web design and usability will be presented. Even the differences between apps and mobile wed design, as well as their mixed forms, will be discussed. Tips for performance and optimisation of forms follow a foray into responsive web design.
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Selecting Content Management Systems – Facts & Figures
of high performers among B2C companies are currently investing in modern content management systems.
billion US dollars is forecast to be the global
CMS market size by 2025.
of all websites created with a CMS use WordPress.
Selecting Content Management Systems: Topic Overview
CONTENT MEETS (E-)COMMERCE
It is becoming increasingly important to distribute high-quality content to the right target audience on all channels. A CMS helps companies place their offers prominently with modern storytelling and service content.
AUTHOR EXPERIENCE DETERMINES CUSTOMER EXPERIENCE
The user experience of those who work with a CMS and put a company's content strategy into practice on a daily basis is crucial for the output of high-quality web content – and thus for the customer experience.
SELECTING A CMS THE RIGHT WAY
We give you tips on your modern content strategy and explain the evaluation criteria that you should definitely take into account when selecting a new CMS. We also compare the most important providers in detail.
- Why do you need a content management system?
- How do you select the right CMS solution?
- What do »best of suite« and »best of breed« mean when it comes to setting up a modern digital platform?
- Which types of content management systems are suitable for
which companies? - What is the difference between community and enterprise systems?
- What is the »composability« trend all about?
- What are the advantages of a headless CMS?
- How do the leading CMS providers differ in terms of author experience, range of features and cost model?
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Artificial Intelligence – Facts & Figures
of digital marketers worldwide are already using AI to optimise existing content.
was the year when Alan Turing laid the foundation for AI with his Turing machine.
months passed before OpenAI's ChatGPT reached 100 million monthly active users – a clear sign of the AI revolution.
Artificial Intelligence: Topic Overview
Generative AI
Texts, images, videos: AI makes it possible to automate repetitive tasks in content creation, giving you more time and freedom to work on high-quality content.
Data Management
Data is the foundation and fuel for AI. Companies that want to harness the full potential of new technologies benefit from properly organised data. AI helps them navigate the data landscape.
Overview of Relevant Providers
The AI market is booming and start-ups as well as innovative projects are emerging everywhere. At the same time, the major providers are consolidating their positions. Find out which tools to keep an eye on.
Artificial Intelligence in E-Commerce: This White Paper Provides Answers to the Following Questions
- What can AI be used for in e-commerce?
- How can you benefit from using generative AI?
- How does AI make content and data management easier?
- How can AI speed up your workflows in digital business?
- What are the benefits of using AI in e-commerce and retail?
- How important is a solid data foundation when using AI?
- How can AI support you in personalisation?
- Why is it worth using AI as part of a digital experience platform (DXP)?
- How can AI help find the right employees?
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Digital Experience Universe 2023: Better Decisions with the dotSource Vendor Matrices
Digital Experience Universe: Many Paths – One Poster
There are many paths leading to the digital horizon. Whether it is product information management, business intelligence or content management systems: the range of providers and solutions is extremely extensive. Besides concise key facts, our »Digital Experience Universe« poster provides you with three vendor matrices for better decision-making in e-business. Click here to download the poster for free!
Simple and Clear: All Facts at a Glance
From user experience to cloud computing, from customer relationship management to marketing automation: our »Digital Experience Universe« poster combines knowledge covering all important aspects of e-commerce. Benefit from carefully compiled information that is backed up with figures. Do you have any questions as to how you can embark on your journey to the digital horizon? Our experts are happy to hear from you!
Find Out More about the Three dotSource Vendor Matrices in Our Publications
Curious? We have put together a comprehensive selection of our free publications for you. Have fun reading!
Other Interesting Publications
- The Ultimate List of Marketing Automation Statistics 2023 – Findstack – accessed on 11/11/2022, bit.ly/3ZL7c4U
- State of the Connected Customer – Salesforce – accessed on 11/11/2022, sforce.co/3zDx202
- Whitepaper »Marketing-Automation-Systeme auswählen« – dotSource – accessed on 11/11/2022, bit.ly/3menvte
- Whitepaper »Business-Intelligence-Software« – dotSource – accessed on 11/11/2022, bit.ly/3o4hYWR
- 45 Amazing Business Intelligence Statistics for 2023 – Techjury – accessed on 11/11/2022, bit.ly/3KCimVb
- How to Improve Your Data Quality – Gartner – accessed on 11/11/2022, gtnr.it/3zzvog0
- Big Data – Bain & Company – accessed on 11/11/2022, bit.ly/3ocqOlf
- HDE Online-Monitor-2022 – HDE – accessed on 11/11/2022, bit.ly/2I8az2n
- 155 Essential eCommerce Statistics 2023 – ThriveMyWay – accessed on 19/12/2022, bit.ly/416dJs8
- 155 Essential eCommerce Statistics 2023 – ThriveMyWay – accessed on 19/12/2022, bit.ly/416dJs8
- Whitepaper »PIM- und DAM-Software auswählen« – dotSource – accessed on 11/11/2022, bit.ly/3ZOuTtb
- Product Information Management (PIM) Statistics That Matter Right Now – Plytix – accessed on 11/11/2022, bit.ly/3Uggwg1
- Product Information Management (PIM) Statistics That Matter Right Now – Plytix – accessed on 11/11/2022, bit.ly/3Uggwg1
- Product Information Management (PIM) Statistics That Matter Right Now – Plytix – accessed on 11/11/2022, bit.ly/3Uggwg1
- Das Barrierefreiheitsstärkungsgesetz (BFSG) – Bundesfachstelle Barrierefreiheit – accessed on 11/11/2022, bit.ly/3zUBjMP
- Bedarfe ermitteln, Teilhabe gestalten – BEI_NRW – accessed on 11/11/2022, bit.ly/3MJclrk
- Trendbuch 2023 – dotSource – accessed on 19/12/2022, bit.ly/411dpvf
- Whitepaper »Content-Management-Systeme auswählen« – dotSource – accessed on 11/11/2022, bit.ly/43mg9Vw
- Whitepaper »Content-Commerce« – dotSource – accessed on 11/11/2022, bit.ly/3GlHdKs
- Content-Commerce – Handelskraft – accessed on 11/11/2022, bit.ly/3KySlpT
- Whitepaper »Content-Commerce« – dotSource – accessed on 11/11/2022, bit.ly/3GlHdKs
- 10 CRM Statistics Every Small Business Should Know – Fit Small Business – accessed on 11/11/2022, bit.ly/43bq289
- Kundenbeziehung mit CRM – Deloitte – accessed on 11/11/2022, bit.ly/3MhXUKN
- 10 CRM Statistics Every Small Business Should Know – Fit Small Business – accessed on 11/11/2022, bit.ly/43bq289
- SDGs – Umweltdialog – accessed on 11/11/2022, bit.ly/3UcTh6q
- Das grüne Herz der Cloud – Accenture – accessed on 11/11/2022, accntu.re/3nVrRG4
- Green Hosting – Keyweb – accessed on 12/04/2023, bit.ly/3zWmEki
- Digital Transformation Index 2020 – Dell Technologies – accessed on 13/10/2022, bit.ly/416pm29
- 10 Untold Advantages of Digitalization That You Should Know – The ECM Consultant – accessed on 11/11/2022, bit.ly/3nSeoz6
- Digital Transformation Index 2020 – Dell Technologies – accessed on 13/10/2022, bit.ly/416pm29
Do you want to learn more? I'm looking forward to hearing from you!
PIM and DAM Software: Topic Overview
EFFICIENT DATA MANAGEMENT
With the help of PIM and DAM systems, companies can create a »single source of truth« and thus make all relevant data centrally available.
BENEFITS OF PIM AND DAM SYSTEMS
Those who quickly find and process the right data not only ensure customer satisfaction, but also reduce their internal, manual efforts.
PORTRAYAL AND EVALUATION OF PROVIDERS
We show you which provider is suitable for which target audience and what distinguishes the individual solutions in terms of data model, integration, functionality and hosting model.
PIM and DAM Software – Facts & Figures
of companies that have implemented a PIM system consider the increase in efficiency to be the biggest benefit.
of decision-makers see the time-saving factor as the most important reason for implementing a new PIM system.
of companies that are satisfied with their product data management have implemented a PIM system. Only those that do not use a PIM system are dissatisfied.
- How can a modern PIM system help your business?
- Why are good DAM features or a stand-alone DAM system vital for your digital platform?
- What solutions are there and which one best suits your company's business processes?
- How has modern product information management developed?
- What pain points do most companies have to deal with and what benefits does a PIM system offer to solve these problems?
- How can you effectively harness the potential of product information and media data for your company?
- What do you need to bear in mind when selecting a system and the right implementation partner?
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Topics Discussed in »Handelskraft 2022 – Digital Champions«
Trend #1: Marketing Mix of the Future
The Extended Marketing Mix Encompasses All Tools That Are Designed to Achieve Marketing Goals
How have the seven Ps of marketing changed under the influence of everywhere commerce, corporate influencers and fair pricing? And how can physical experience worlds that shape brands be transferred to the digital realm?
How Does Digitalisation Affect
- product?
- price?
- place?
- promotion?
- people?
- process?
- physical evidence?
It Is a Fact That
of B2B customers
primarily use digital channels for communication.
Before the pandemic, it was only 38%.
Trend #2: Becoming a Love Brand
What Method Do You Use to Build Brand Loyalty?
- Sonic branding
- Live stream shopping
- Voice commerce
- The print renaissance
Brand Loyalty Is No Longer a Question of Business Model
With the renaissance of print and audio branding, but also trends such as live stream shopping and voice commerce, companies are turning customers into loyal fans. Successful brands are brands that can be experienced – with all senses and without overwhelming users!
Good to Know:
of people over the age of 14
use audio streaming services.
Trend #3: Data Is Our Friend
On Average, Companies Grow By
per year when they rely on data-driven insights.
Successful Companies Take the Fear out of Data and Make It Part of Their Organisational Culture
Before companies can use new technologies and approaches to data analysis, they must lay a crucial foundation: a company-wide data culture. This promotes collaboration across teams and drives knowledge democratisation by eliminating gatekeepers.
Working Together in a Data-Driven Way Is What Leads to the Successful Use of Tools Such As
- data fabric
- natural language processing
- customer and data management platforms
- business intelligence
Trend #4: Hybrid Retail
Let Us Say Goodbye to Sentences Like
- »You can only get really good service in retail stores.«
- »Products are only sent to your home if you buy them online.«
- »Only geeks make contactless payments with their smartphone.«
The E in E-Commerce Is Becoming Redundant
All that used to be true, but not anymore. Customers are channel hoppers. Both the digitalisation of the stationary point of sale (POS) and the transfer of analogue services to online shops are simply expected by customers these days. However, there is more to successful hybrid retail than mobile payment in retail stores or digital shopping assistants online.
By the Way:
of B2B product sales
are generated through personalised services.
Trend #5: Sustainable Business Models
Sustainability Has Become a Purchasing Criterion for
of consumers worldwide.
Sustainability Is the Benchmark for Success in Digital Business
More than ever, companies are faced with the challenge of becoming digital climate champions with concrete measures for industry and trade in order to secure both long-term economic benefits and the loyalty of their customers.
There Are Numerous Way to Achieve This. We Take a Look at
- sustainable business models
- green IT
- sustainable UX
- behavioural design
Trend #6: IT Is a Business Matter
The Closer IT and Business Units Are Connected, the Better Companies Are Able to Respond to
unexpected crises in society as a whole, changing customer expectations or new internal requirements. Besides the provision of a modern IT infrastructure, this requires a mutual understanding of tech and business.
We Demystify Topics Such As
- cloud computing
- security by design
- containerisation
- GitOps
- service meshes
Did You Know That
jobs related to cloud computing
were advertised by German companies in the remote year 2020?
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Topics Discussed in »Handelskraft 2023 – Digital Horizon«
Trend #1: Sustainable Digital Transformation
Did You Know That
of CEOs and top executives
consider sustainability to be just as relevant as digitalisation?
Companies need to become sustainable or they will disappear
In 2023, it is not digital transformation that drives business success, but sustainable digital transformation – not least because the United Nations' Sustainable Development Goals (in short: SDGs) also have a significant impact on corporate finance and the capital market as a result of the EU Taxonomy Regulation.
To achieve both the SDGs and one's own economic goals, a dual transformation is necessary. Twin transformers are among the market leaders of tomorrow!
Companies that embrace sustainable digital transformation contribute in particular to the following of the UN's 19 SDGs:
- Innovation and infrastructure
- Reduced inequalities
- Responsible consumption and production
- Decent work and economic growth
- Climate action
- Affordable and clean energy
- Partnerships to achieve the goals
Trend #2: The Cloud on the Digital Horizon
Cloud services and data-driven business go hand in hand
Cloud services not only provide more agility, but also ensure data transparency, which increases the productivity of business units, strengthens customer relationships and makes sustainability initiatives possible in the first place.
Data mesh is an approach that decentralises data expertise, making it easier to share insights from data on a company-wide basis and thus leading to smarter business decisions.
The implementation of a new architecture such as a data mesh
- reconciles the needs of those who generate data with the needs of those who consume it
- shifts the collection and maintenance of data to the departments where it is generated
- forms the basis for sustainable digital processes, products and services
Experts Predict:
will see cloud computing
lead the market for IT infrastructure.
Trend #3: Strategy & Operations
More Than
of companies
tie their own sustainability goals to the content of the SDGs: climate action, decent work and economic growth as well as industry, innovation and infrastructure.
Tips for a sustainable digital strategy update
Today, the question of twin transformation is at the heart of corporate strategy updates to define internal sustainability goals and ensure transparency as well as compliance.
The following also applies to sustainable digital transformers: only those who keep track of their performance succeed – and continue to do so. Outcomes from the analysis of the current situation can be linked to selected topics covered by the SDGs.
Small steps, big impact
Instead of launching random sustainability initiatives, we recommend that companies focus on topics that
- can be addressed within one financial year
- quickly lead to initial results
- have a big impact
Trend #4: E-Commerce 2.0
Megatrends redefine growth in e-commerce
E-commerce continues to grow and is becoming more multi-faceted in itself. However, the most important trends all equally build on the megatrends of
- sustainability
- responsibility
- participation
It is no longer just about purchasing products in a static online shop
E-commerce has long become e-commerce 2.0 – and thus a sea of possibilities. We take a look at
- twin transformation: sustainability meets digital transformation
- crisis-proof customer relationship management
- direct to consumer (D2C)
- inclusive design
- circular commerce and much more
By the Way:
of German consumers
rethink their purchasing behaviour and opt for sustainable products when retailers provide full transparency on the carbon footprint of products.
Trend #5: Technologies & Systems
Remarkable:
savings in IT maintenance costs
were achieved by the Danish Salling Group as a result of lower operating costs in general and the consolidation of its online shops into one platform.
Is there a one-size-fits-all solution or central platform?
New challenges call for new, multi-faceted solutions. Technical requirements are becoming more complex, customer expectations more demanding and the market more differentiated than ever. The online world is constantly evolving. The digital horizon shimmers in the most diverse facets. Successful companies use this wide variety to set themselves apart from the competition.
We carefully examine current tech and system trends such as
- composable commerce
- the MACH principle
- decentralisation via distributed ledger technologies (DLT) and peer-to-peer (P2P) networks
- design systems
Trend #6: Purpose & People
Only a strong team makes a strong brand
The market for qualified employees is extremely competitive. In spring 2022, almost half the companies in Germany saw the shortage of skilled labour as an obstacle to their business activities – and this percentage is rising.
But what tips the scales in favour of a company when it comes to skilled workers? We have observed the following: companies benefit from diverse perspectives and special skills if opportunities are created for colleagues to further develop themselves.
That is why this chapter covers topics such as
- empowered leadership
- flexible working models
- sustainable corporate culture
- diversity management and equal opportunities
It Is a Fact That
positions
could not be filled with qualified employees in spring 2022.
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Cutting-Edge Digital Solutions for the Energy Industry
Cutting-edge digital solutions are key to success, especially in the energy industry – a market characterised by rapid development. Whether in B2B or B2C – target audiences have high expectations in terms of service level, informative content and personalised approaches.
As an experienced, agnostic digital agency, we support numerous players in the energy industry in selecting and implementing suitable strategies and tools to drive digital transformation forward.
Find out in our white paper how your energy company can
- sell complex energy products via a digital platform
- manage content efficiently and distribute it optimally
- store sales and customer data centrally
- create a brand message for the perfect brand image
- set up a cloud architecture to establish a reliable IT landscape