The Buyer’s Guide To Ecommerce Platforms

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The Buyer’s Guideto Ecommerce Platforms2019 edition1

Table of ContentsWhy Read This Guide?About TrustRadiusWhat the Ecommerce Market Looks like Today345Ecommerce Capabilities for B2B & B2C Selling7Trends in Ecommerce97 Leading Ecommerce Products12Product Comparison Tables14BigCommerce16Shopify Plus17Shopify18Magento Commerce19Episerver Digital Commerce20Salesforce Commerce Cloud21SAP Commerce Cloud22

Why Read This Guide?Whether you’re a one-person shop, or have an online business bringingin millions in annual revenue, it’s difficult to figure out which Ecommerceplatform will suit your needs best. Answering questions like ‘will youprimarily be selling on your own website, or through integrations withmarketplaces like Amazon or eBay?’ and ‘how large and complex is yourproduct catalog?’ can help narrow down the list of products to consider.But sifting through 100 options to find the right Ecommerce software isstill a gigantic headache. We’ve created this buyer’s guide to help ease thisburden and provide you with comprehensive comparisons of 7 of the mostreviewed Ecommerce products.3

This guide aims to provide ecommerce software buyers witha free resource to help make better purchasing decisions basedon buying insights from software end-users. Our goal is to helpyou differentiate between 7 widely used Ecommerce platformsto find one that will meet your online selling needs. This guideis based on detailed information from 2,294 reviews and ratingspublished on TrustRadius, as well as 104 additional surveyresponses from online sellers about their experience buying andusing Ecommerce software. Each review and rating has beenindividually vetted by a TrustRadius researcher to ensure we’reproviding authentic feedback from real end-users of the software.There are 179Ecommerce productslisted on TrustRadius,this guide detailswhat users think of7 leading solutions.In this guide, readers will find: Information about differences between B2B and B2C selling, including a breakdown ofreviewer commercial selling orientation for each product. Insights about how the Ecommerce landscape is evolving, including the growth of theindustry, the convergence of CMS and Ecommerce platforms, and the increasing importanceof selling on social channels. Summary profiles for 7 of the most reviewed Ecommerce platforms products, includinghighest and lowest rated features and customer demographics.About TrustRadius200,000 reviewsfrom 100%verified users.TrustRadius is the most-trusted review site for businesstechnology, bringing transparency to the 3.7 trillionB2B market. We help buyers make confident decisionswith in-depth reviews and ratings from real software users.Every reviewer on TrustRadius is authenticated and everyreview vetted by our Research Team before publication. Wealso help vendors engage and convert buyers by puttingtheir customer’s voice to work, authentically and at scale.Headquartered in Austin, TX, TrustRadius was founded bysuccessful entrepreneurs and is backed by the MayfieldFund and LiveOak Venture Partners.To learn more, visit www.trustradius.com. 2019 TrustRadius. All rights reserved. Reproduction or sharing of this publication in any form without TrustRadius’ prior written permission is strictly prohibited.For information on reprints, please contact [email protected] TrustRadius is a trademark of T-Radius Holdings, Inc. All other trademarks arethe property of their respective owners. The information contained in this publication has been obtained from sources believed to be reliable. TrustRadiusdisclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequaciesin such information. This publication consists of the opinions of TrustRadius’ research organization and should not be construed as statements of fact. Theopinions expressed herein are subject to change without notice.4

What the EcommerceMarket Looks Like TodayOver the past 20 years, the digital economy has been rapidly expanding.It has grown at an average rate of 9.9% per year from 1998 - 2017. Andecommerce, a major part of the digital economy, has grown along with it.According to the Internet Retailer’s analysis of U.S. Commerce Departmentdata, U.S. consumers spent over 5 billion in online purchases in 2018—a 15%increase from 2017. As more individuals and businesses start selling online,choosing an ecommerce solution with the right mix of out-of-the-boxfunctionality and customization becomes increasingly important.5

U.S. consumersspent over 5 billionin online transactionsin 2018.It’s safe to say that ecommerce isn’t going away anytime soon.Especially now that individuals can make online purchases froma range of devices—including computers, tablets, and mobilephones—the percentage of transactions that happen online islikely to continue growing.Before you start evaluating and selecting a new ecommerceplatform, one critical first step is understanding what you’relooking for. There are a few main differences between businessto-business (B2B) and business-to-consumer (B2C) selling that,in part, dictate what your next ecommerce software should include.Key dimensions where B2B and B2C sales differ include: buying motivations, what the market looks like, the importance of brand reputation, how much long-term value vs. immediate cost matters, and what the buying process looks like.6

Ecommerce Capabilities for B2B and B2C SellingFor businesses selling to other businesses (B2B), online sellingis largely a values game. In order to justify the purchase tokey stakeholders in their own company, B2B customers needto see what type of return on investment (ROI) purchasingyour product will bring. Products and services that have alarge price tag can be rationalized if the expected ROI outweighsthe initial investment. Because of this, B2B selling relies heavilyon facts, social proof, and evidence from other customers.Potential customers need to see evidence that the purchasethey’re considering has paid off for other businesses insimilar circumstances.89% are happywith their ecommerceplatform’s feature set.In contrast, selling to consumers (B2C) is largely a numbers game. Most consumers are interestedin buying the best quality product they can find for the cheapest price. They are less worried aboutlong-term ROI. Apart from larger investments like houses or cars, the average consumer is muchmore driven by emotion and impulse than the average B2B buyer.If your company primarily sells to other businesses (B2B), ensure that your ecommerce platform includes: Customizable pricing, payment, and ordering options Deep personalization capabilities for your online storefront (e.g. branding, site search and navigation) Options for customers to easily reorder the same items and quantities Discounted bulk ordering The ability to set a minimum order quantity (MQO) The ability to restrict access to certain groups (e.g. allowing only registered customers to view products) The ability to segment customers into groups, or integrate with the user’s CRM or ERP software A wide range of payment options and a highly secure checkout experienceIf your business primarily sells to consumers (B2C), ensure that your ecommerce platform includes: Built-in online storefront themes or templates The ability to customize product listings and have multiple product variants Abandoned cart recovery capabilities Promotion and discount code tools Built-in SEO tools Content management capabilities and a blog section Built-in email marketing capabilities, or integration with email marketing platforms Secure check-out experiences with multiple payment options7

Wondering which products in the guide skew more B2B or B2C? This graph shows the percentageof reviewers that use each product for different types of commercial selling.Breakdown of B2B and B2C Selling Among ReviewersBigCommerce44%Shopify eCommerce CloudSAP Commerce Cloud6%27%51%Magento Commerce24%58%20%B2B50%73%ShopifyEpiserver 8

Trends in Ecommerce45% are using oneplatform for bothCMS and ecommerce.The massive increase in online selling over the past two decadeshas brought other notable trends with it, including the ‘directto-consumer’ (DTC) approach to selling. DTC selling makes iteasier and cheaper for solopreneurs and small businesses to startselling online. Costs associated with middlemen departmentstores, and the rent and upkeep that comes along with a physicalstorefront, disappear for online-only DTC businesses.Another trend is the convergence of content management systems (CMS) and ecommerce platforms.Content management has always been important for ecommerce businesses. And it has become evenmore necessary for ecommerce platforms to include as product catalogues increase in size, productvariation needs become more complex, and marketing requirements (like blogs), increase. More andmore online sellers use either an integrated CMS and ecommerce platform, or have one platform thatserves as both. 72% either have an integrated CMS and Ecommerce solution, or are using one platformto fill both needs.CMS and Ecommerce ConvergenceUse a separate CMS andEcommerce platformUse both but they areintegratedUse one platform thatserves as both our CMSand Ecommerce platfrom28%45%27%9

Social media selling has also emerged as one of the nextecommerce frontiers. This is in part tied to the rise ofmcommerce (mobile commerce), especially for B2C retailers.Businesses can allow customers to browse and buy fromtheir product catalog while on social media platformslike Facebook and Instagram. These channels play a bigrole in generating DTC sales, and are also prime marketingand advertising real estate.In a recent survey of ecommerce software users, 47% saidthat advertising on social media is now very essential totheir ecommerce goals. Another 32% said it was somewhatessential. In terms of how much revenue can be tied tosocial media, 62% of respondents said that at least 10%of their customers come from social channels like Facebookor Instagram.Percentage of customers comingfrom social media channelsLess than 10%Less 5-89%90% or more90% ormoreNotsureNot sure11%11%10%10%27%4%4%27%3%3%18%18%62% said that atleast 10% of theircustomers comefrom social media.27%27%10

Tips For Buyers88% said theywould buy thesame ecommerceplatform again.Based on their commercial selling orientation and the shiftingmarket landscape, here’s what buyers should consider as theyevaluate different ecommerce platforms:1. Go into the product evaluation and selection process knowingwho your business sells to—B2C, B2B, or both. This will help giveyou a better understanding of specific capabilities your ecommercesolution needs.2. Think about whether or not you need an ecommerce software that has strong built-in contentmanagement capabilities. If you already have a CMS that you’re happy with, make sure the ecommerceproducts you’re considering will integrate with the CMS.3. If you’re in B2C, integrate your online store with social media channels. Allowing shoppers browse yourproducts, retargeting potential customers, and enabling shoppers to purchases directly on these platformsis becoming increasingly important. If you plan on advertising and selling through social channels, makesure your ecommerce platform has robust integrations with all the social media platforms you use.4. Having a mobile-friendly store with easy-to-use mobile applications is becoming more important asthe percentage of online purchases made on mobile devices increases. Consider investing in an ecommercesolution that has strong website design capabilities that will allow you to do this.11

Spotlight on 7 LeadingEcommerce Platforms1As online sales continue to grow, the number and variety ofecommerce platforms will continue to proliferate as well. Buyersshould consider the unique requirements they have, like whether they’llbe doing more B2B or B2C sales or whether they need more out-ofthe-box functionality versus the ability to deeply customize theironline storefront, as they read this guide. This will provide you with a goodfoundation from which to start your product evaluation and selection.1 Information contained in the product matrices, product comparison charts, and on the product pages is accurate as of September 20th, 2019. Company sizedefinitions are: Small Companies (1-50 employees); Midsize Companies (51-1,000 employees); Enterprises (1,001 employees).12

58K professionalshave used TrustRadiusto evaluate ecommercesoftware this year.This guide aims to give you a snapshot of 7 of the mostreviewed ecommerce platforms on TrustRadius.An exhaustive list of products can be found on the ecommerceplatforms category on our website. The product profilesin this report showcase aggregate data from reviews collectedon TrustRadius, including the highest and lowest rated features,feedback from reviewers, and customer demographic information. The product must have ecommerce platforms as its primary category. The product must have at least 15 reviews. The product must have 5 reviews from within the past year.In order to help you navigate through this guide, the products have been organized by theirmarket focus, starting with products that have higher representation of reviewers from smallbusinesses and ending with products that have higher representation from enterprise companies.However, company size in terms of employee headcount does not always perfectly align withcompany size in terms of revenue or level of product complexity. Especially in the ecommercespace, online-only businesses can often keep their overhead costs (including number ofemployees) low and still make millions of dollars or more in annual revenue. Buyers shouldkeep this in mind as they evaluate the products in this guide.13

Product Comparison TablesOverallSatisfactionRatingProduct MetricsReviewer Company SizeComparisonInformationtrScore# of ReviewsShare ofTrafficSmallMidsizeEntrepriseMostCompared ToBigCommerce8.72296%83%15%2%3dcartSalesforce Commerce CloudWixShopify Plus8.7162%72%24%4%Netsuite SuiteCommerceMiraki Marketplace PlatformSalesforce Commerce ubMagentoCommerce7.2347%45%43%12%Adobe Experience ManagerElastic PathSalesforce Commerce CloudEpiserver DigitalCommerce8.1202%5%61%34%Magento CommerceSitecoreSAP Commerce CloudSalesforceCommerce Cloud8.5288%13%47%40%Salesforce Mktg Cloud Email StudioSalesforce.comSAP Commerce CloudSAP CommerceCloud8.51510%12%25%63%Adobe Experience ManagerSalesforce Commerce CloudOracle ATG Web Commerce14

Product Comparison TablesOverallSatisfactionRatingFeature 8.48.88.98.47.58.8Shopify 56.86.96.87.26.86.46.15.7Episerce lesforceCommerce Cloud8.58.98.88.68.78.58.49.48.67.98.4SAP allSatisfactionRatingtrScoreContent ont Variations Integration Customization System RecoveryFeature RatingCheckout Ecommerce Promotions PersonalizedandUserExperience Security Discounts Recomm.SEOMulti-SiteOrder Inventory Shipping CustomMgmt Processing .39.08.77.9Shopify 7.56.36.97.77.47.06.57.1Episerce lesforceCommerce Cloud8.58.88.88.88.88.69.08.98.49.18.4SAP CommerceCloud8.59.09.09.08.58.48.38.68.68.68.415

BigCommerceScore 8.7 out of 10BigCommerce is a hosted cloud-based ecommerce solution designed for both B2C and B2B companies. It providesusers with a wide array of out-of-the-box features, including standard online storefront design tools, storefront management,and various payment options. Extra capabilities include SEO tools, analytics reports, quote management for B2Bsellers, and the ability to log in to multiple storefronts from the same account. BigCommerce also integrates with multiplepopular marketplaces and social platforms, such as Amazon, eBay, Facebook, and Instagram. The platform affordscompanies greater flexibility in terms of customizing their online store and integrating with third party software throughit’s open API infrastructure.Reviewer Company Size Distribution15%Top 5 Reviewer IndustriesRetail 742%SmallMidsizeEnterprise83%Consumer Goods 24Apparel & Fashion 22Automotive 17Internet 13Great Fit For: Fast-growing SMBs looking for a fully-featured ecommerce platform with the freedom andflexibility to customize their product catalog and listings. It offers midsize and large companies with largeproduct catalogues a software they can get up and running quickly.Highest Rated FeaturesLowest Rated FeaturesEcommerce security (9.7/10)Content management system (7.5/10)Order processing (9.3/10)Custom functionality (7.9/10)BigCommerce is constantly updating theplatform to offer the latest security, payment, andapplication integrations. You can scale up or downwith BigCommerce seamlessly to your customerswhile preserving the integrity of your store.BigCommerce may not be as well suited forblogging or for content delivery and hosting.Verified User Manager in OtherFood & Beverages CompanyVerified User C-Level Executive in CorporateFood Production CompanyOrder interface is easy to work with Order management is in one place.This has helped us considerably.Verified User Vice-President in CorporateConsumer Goods CompanyI wish it had a little easier way to customizethings outside their system. Can’t really useHTML to make custom changes. The systemworks well and is easy to get started, but harderto deal with if you want to customize the look.Frank C. OwnerRetail CompanyInterested in learning more about BigCommerce? Read reviews on TrustRadius.16

Shopify PlusScore 8.7 out of 10Shopify Plus is a scalable and customizable ecommerce solution ideal for businesses making 1 million or more in annualrevenue. In addition to standard ecommerce features, users have access to a personalized wholesale channel, B2B selling,and workflow automation capabilities. Shopify Plus can handle a larger volume of orders than Shopify’s core offering(designed for self-employed individuals and small businesses), up to 10,000 transactions per minute. It’s also morecustomizable; users can tailor the checkout process with discount codes and create custom sales reports. Shopify Plusalso offers a wider range of integrations with over 1,500 applications and open APIs. Since it is designed for companiesthat have larger and more complex product catalogs, Shopify Plus is also more expensive than the core Shopify offering.Reviewer Company Size DistributionTop 5 Reviewer IndustriesRetail 94%24%Small72%Apparel & Fashion 5MidsizeMarketing & Advertising 4EnterpriseFood & Beverage 4Consumer Goods 4Great Fit For: Companies whose ecommerce business has matured to the point that they need a more scalable andcustomizable platform. This could include geographical expansion of physical store locations, an increase product catalogsize or complexity, an increasing number of orders, or the need to integrate with a greater variety of third-party software.Highest Rated FeaturesLowest Rated FeaturesEcommerce security (9.8/10)Custom functionality (6.2/10)SEO (8.8/10)Content management system (6.9/10)Shopify Plus is way ahead of the pack in terms offeatures, automated and worry free maintenance/security/scaling/infrastructure, customer support,and speed. We’ve been building eCommerce sitesfo

Before you start evaluating and selecting a new ecommerce platform, one critical first step is understanding what you’re looking for. There are a few main differences between business- to-business (B2B) and business-to-consumer (B2C) selling that, in part, dictate what your next ecommerce software should include.