For many organizations, e-commerce systems are not a nice-to-have but an essential element of their business model. Nevertheless, while the overall ROI and TCO experience of e-commerce systems are positive, these systems can be complex and difficult to deploy. This report provides an overview of e-commerce adoption and investment trends, providing data on how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We also look at the ROI experience, TCO experience, and which type of e-commerce applications are the most popular. We conclude with important principles for planning and implementing e-commerce systems. (21 pp., 11 fig.)
E-Commerce Adoption Trends and Customer Experience 2020
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