The Forrester Wave™: Commerce Solutions For B2C, Q2 2024
Most enterprise businesses selling directly to consumers online already have a B2C commerce solution. An outsized proportion replatformed since 2020 to mitigate sudden market changes. This evaluation serves both as a retention guide for current customers and a buyer's guide for new selections. The market shows little new logo opportunity beyond attrition between vendors. Customers must become their own retention advocates, working to identify new value-adds from commerce vendors and external actions to complement their solutions and avoid replatforming.
No common features specified.
Vendors must, among other requirements:
A: This research provides a comprehensive evaluation of nine B2C commerce solution providers across 32 criteria. It assesses vendors' current offerings, strategies, and market presence to help B2C digital professionals understand how each provider measures up. The evaluation covers key commerce capabilities including practitioner UX, product catalog management, merchandising, personalized search, cart and checkout, order management, and more. It also examines vendor strategies around vision, innovation, partner ecosystems, pricing flexibility, and customer retention approaches.
A: This research should be used by B2C digital professionals who are either selecting a new commerce solution or assessing their current vendor's capabilities and retention strategy. It serves as both a buyer's guide for businesses preparing for commerce solution selection and a retention assessment tool for current customers. Businesses can use the Excel-based vendor comparison tool to adapt criteria weightings to their specific needs and compare vendors based on their unique requirements.
A: All vendors must provide core B2C commerce functions including: web/mobile checkout, product catalog management, promotions management, search and merchandising, and customer profile management. Additionally, vendors must have at least $20 million in B2C product revenue and demonstrate an existing enterprise global client base with multi-region focus and evidence of mindshare and adoption among Forrester clients.
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A: Current Offering (vertical axis) measures the strength of each vendor's existing product capabilities across 22 criteria including UX, functionality, architecture, and support. Strategy (horizontal axis) evaluates the strength of vendors' market strategies across 8 criteria including vision, innovation, partner ecosystem, adoption rates, and pricing models. Market Presence (bubble size) reflects vendor revenue and customer base size.