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Deloitte’s 2009 Online Retail Business Capability Assessment

Measuring the leaders and the laggards


E-commerce is becoming a major driver of growth in the current retail environment. More than ever, retailers depend on the online channel to grow their top line. To compete for a more sophisticated and demanding consumer, retailers are constantly striving to improve the customer experience. Specifically, we know that retailers are looking at how their online presence can support and enhance that experience.

To assist retailers in evaluating their overall customer experience, Deloitte performs an annual benchmarking assessment of the business capabilities of the online channel. By performing this assessment, Deloitte is in a unique position to help retailers examine e-commerce market trends and determine which online capabilities might be prime for investment. In our latest report, Deloitte’s 2009 Online Retail Business Capability Assessment: Measuring the Leaders and the Laggards, we evaluate the 80 largest Web retailers in terms of revenue as defined by Internet Retailer’s “Top 500 Guide” and assess the execution of 135 capabilities (e.g., saved shopping cart, store locator) across these sites.

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