Top E-Commerce CRM Trends to Be Discussed at Gartner CRM Summit in Washington D.C., September 8-10, 2008
STAMFORD, Conn., July 30, 2008 —
Although uptake of software-as-a-service (SaaS) e-commerce solutions is slow, more organizations will begin to utilize these services during the next few years, according to Gartner, Inc. By 2013, 40 percent of e-commerce deployments will use a complete SaaS e-commerce solution and 90 percent of e-commerce sites will subscribe to at least one SaaS-based service, such as product reviews, product recommendations or social sales capabilities.
“The trend toward SaaS applications has affected customer relationship management (CRM) and other applications, and e-commerce isn’t exempt from this trend,” said Gene Alvarez, research vice president for Gartner. “E-commerce SaaS solutions enable companies that couldn’t afford e-commerce to have these capabilities and compete online. It provides organizations with live Web sites, and enables e-commerce SaaS service providers to provide individual services, such as product reviews or click to call, that can be incorporated into e-commerce SaaS platforms, as well as on sites that are using licensed software.”
Even with the benefits from e-commerce SaaS solutions, commitment to upgrading e-commerce Web sites appears to outpace commitment to the SaaS model for e-commerce during the next couple of years. Gartner analysts believe several factors are contributing to this trend: