Business Opportunities

Research and Markets: Online Selling and eCRM

As 74% of Internet Users in the US Will Engage in Some Form of Online Shopping, There Are Greater Expectations from Buyers for Better Online Customer Service (eCRM)

DUBLIN, Ireland--(BUSINESS WIRE)--Aug. 16, 2004-- Research and Markets (http://www.researchandmarkets.com) has announced the addition of Online Selling and eCRM to their offering. Online sales are rising fast-and so are the expectations of online buyers. An okay Web site and okay customer service doesn't cut it anymore. If you want to capture your fair share of leads and sales, and maybe a little more, you have to keep up with the competition, and the store next door. Online, that means keeping up with everybody.
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 or more

-- Online fulfilment charges rose an average $9.80 per order in 2003

-- Internet retailers rank customer acquisition and customer retention as their most important marketing strategies

For more information visit

http://www.researchandmarkets.com/reports/c3898

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Research and Markets
Laura Wood
Senior Manager
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