Announcing Forrester’s Global Commerce Service Providers Wave Report

After many months of analysis and hard work, we are very pleased to have published the Global Commerce Services Provider Wave report late last week. As I wrote about recently, selecting the right services firm can make or break your project, and therefore your business. As commerce programs that reach across customer touchpoints get more complex and risky, the process of selecting a services provider has become increasingly critical to businesses' success or failure. Yesterday's relatively simple eCommerce projects have become today's customer experience, business, and technology transformation programs. To help clients find a consulting and implementation partner my colleague Peter Sheldon and I looked at offerings from the top twelve services firms supporting clients in implementing commerce platforms, order management systems, and related commerce technologies.

What we evaluated in each firm:

  • Channel strategy. In the era of agile commerce, clients need support integrating the customer experience, evolving business processes, optimizing organizational design, and implementing technology across digitally enabled customer touchpoints
Read more

Selecting The Right Services Firm Can Make Or Break Your Project And Your Business

When commerce platform initiatives kick-off the discussion naturally turns to commerce platforms, order management solutions, content management, search, and many, many other point solutions. Often the question of who will help integrate the solution is left for last. This is frequently a mistake.

In fact, selecting the right services firm can make or break your project, and therefore your business. As commerce programs that reach across customer touch-points get more complex and risky, the process of selecting a services provider has become increasingly critical to businesses' success or failure. Yesterday's relatively simple eCommerce projects have become today's customer experience, business, and technology transformation programs.

These programs are not simple, and require an investment in time, money, and resources. It is not a matter of just wiring up the commerce platform, but instead a whole set of business processes, systems, and strategies will also be impacted. And these skills and expertise are very difficult to keep on staff, requiring companies to supplement with external services providers. Companies now require a multi-disciplined vendor partner to guide decisions upon which rest millions of dollars of revenue, brand differentiation, customer satisfaction, and careers.

Read more