eCommerce Platform Selection Guide
Speed up the process to build your business case and select your eCommerce solution
- Selecting and implementing the right eCommerce platform – one that aligns with your requirements – is a significant undertaking.
- Despite the importance of selecting and implementing the right eCommerce platform, many organizations struggle to define an approach to picking the most appropriate vendor and rolling out the solution in an effective and cost-efficient manner.
- IT often finds itself in the unenviable position of taking the fall for eCommerce platforms that don’t deliver on the promise of the eCommerce strategy.
Our Advice
Critical Insight
- eCommerce platform selection must be driven by your overall customer experience management strategy: link your eCommerce selection to your organization’s CXM framework.
- Determine what exactly you require from your eCommerce platform; leverage use cases to help guide selection.
- Ensure strong points of integration between eCommerce and other software, such as CRM and POS. Your eCommerce solution should not live in isolation; it must be part of a wider ecosystem.
Impact and Result
- A clear, concise, and compelling eCommerce RFP and a detailed requirements picklist.
- An eCommerce platform that effectively meets business needs and delivers value.
- Reduced costs during eCommerce selection and faster time to results after implementation.
eCommerce Platform Selection Guide Research & Tools
1. eCommerce Platform Selection Deck – A guide that walks you through the process of building your business case and selecting the proper eCommerce platform.
This blueprint will help you build a business case for selecting the right eCommerce platform, define key requirements, and conduct a thorough analysis and scan of the current state of the ever-evolving eCommerce market space.
2. eCommerce Request for Proposal Template – A best-of-breed template to help you build a clear, concise, and compelling RFP.
Create your own request for proposal (RFP) for your eCommerce solution procurement process by customizing the RFP template created by Info-Tech.
eCommerce Platform Selection Guide
Speed up the process to build your business case and select your eCommerce solution.
Table of Contents
| 3 | Analyst Perspective |
| 4 | Executive Summary |
| 8 | Executive Brief |
| 17 | Selection Overview |
| 22 | Vendor Analysis |
| 48 | Summary of Accomplishment |
| 49 | Related Research |
| 50 | Bibliography |
Analyst Perspective
Implementing the proper eCommerce platform is integral to providing your customers with an enhanced purchasing experience.
Modern eCommerce solutions enable businesses to carve out a place for themselves in the ever-expanding and hyper-competitive digital landscape. The market for eCommerce platforms has seen an explosion of growth in recent years as organizations look to accelerate their digital transformation to keep pace with the increased amenability of consumers for online shopping, the expanded adoption of smartphone use, and ultimately, a hyper competitive landscape that sees more and more companies putting a concerted emphasis on digital retailing.
IT needs to be a trusted partner in the selection and implementation of an eCommerce platform, but the business also needs to own the requirements and be involved from the get-go.
The selection of an eCommerce platform must be a multi-step process that involves defining target capabilities, prioritizing requirements across functional categories, determining the architecture model for the eCommerce environment, and developing a comprehensive RFP that can be scored in a weighted fashion.
To succeed with the implementation of an eCommerce solution, create a detailed roadmap that outlines milestones for configuration, security, points of implementation, data migration, training, and ongoing application maintenance.
 | Austin Wagar |
Executive Summary
Your Challenge
| Common Obstacles
| Info-Tech’s Approach
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Info-Tech Insight
IT must work in unison with other relevant stakeholders throughout the organization, including their counterparts in marketing and sales, to define a unified vision for the eCommerce platform.
Info-Tech’s methodology for selecting the right eCommerce platform
| 1. Contextualize the eCommerce Landscape | 2. Select the Right eCommerce Vendor | |
| Phase Steps |
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| Phase Outcomes |
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Info-Tech Insight
Need help constructing your RFP? Use Info-Tech’s eCommerce RFP Template!
Guided Implementation
A Guided Implementation (GI) is a series of calls with an Info-Tech analyst to help implement our best practices in your organization.
The eCommerce selection process should be broken into segments:
- eCommerce vendor shortlisting with this buyer’s guide
- Structured Approach to Selection
- Contract review
Phase 1 | Phase 2 |
| Call #1: Understand what an eCommerce platform is and discover the “art of the possible” for sales and marketing. Call #2: Build the business case to select an eCommerce platform. | Call #3:Define your key eCommerce requirements. Call #4:Build procurement items, such as an RFP. Call #5: Evaluate the eCommerce solution landscape and shortlist viable options. |
Info-Tech offers various levels of support to best suit your needs
DIY Toolkit | Guided Implementation | Workshop | Consulting |
| "Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful." | "Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track." | "We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place." | "Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project." |
Diagnostics and consistent frameworks used throughout all four options | |||
eCommerce Platform Selection Guide
Speed up the process to build your business case and select your eCommerce solution.
EXECUTIVE BRIEF
What exactly is an eCommerce platform?
| An eCommerce platform is an end-to-end software solution that enables buying and selling over the internet, empowering users to effectively manage their online operations in a single, centralized application. eCommerce platforms are typically designed to benefit two different types of organizational models: those selling business-to-business (B2B), and those selling business-to-consumer (B2C). An eCommerce platform offers many key features, including but not limited to:
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Info-Tech InsighteCommerce platform feature sets are rapidly evolving to keep pace with the accelerated growth of the eCommerce space. Base your eCommerce vendor selection on your requirements and use cases, not on the latest industry trends and developments. |
eCommerce Platform Selection Guide
The proliferation and rapid evolution of the eCommerce market makes it difficult to stay on top of the space
How it got here: the birth of eCommerce
Initial Traction Began as the Dot-Com Era Came to Fruition1968
The Advanced Research Projects Agency (ARPA) creates the world’s first routers, launching the first workable prototype of the internet (IWD Agency, 2021). | 1979
Michael Aldrich, an English inventor, develops a system called “teleshopping,” enabling shoppers to purchase goods and services advertised through a TV program by calling into a processing center. For many, this is considered to be the birth of eCommerce (MerchantYard 2021). | 1982
Minitel launches, and with it the first true eCommerce company is born – Boston Computer Exchange, an online market for selling used computers (IWD Agency, 2021). | 1991
The World Wide Web becomes available to the public, and the National Science Foundation eases prohibitions on the commercial usage of the internet (IWD Agency, 2021). | 1995
Major online retailers Amazon and eBay are born, signaling the beginning of the boom of eCommerce that is still being felt today. In 1998, just a few short years later, PayPal, a revolutionary eCommerce company, debuts (IWD Agency, 2021). |
Where it’s going: the future of eCommerce
| eCommerce is rapidly taking over the marketplace
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Key Trend
Dynamic Personalization and Product Recommendations
| Provide your customers with a personalized online shopping experience – machine learning algorithms and AI can make relevant product recommendations for users based on their shopping habits AI and machine learning algorithms power what are commonly referred to as recommendation engines, or recommendation systems. These engines/systems analyze the digital footprint that your customers leave on your webstore – sifting through and processing vast amounts of data to match consumers with items that are most inline with their individual tastes/interests. Dynamic personalization doesn’t stop at providing relevant product recommendations – it also relates to the content that is shown on a webstore, and how it is shown. By identifying your customers on an individual basis, you can offer personalized homepages based on their shopping history, you can alter the order of search results based on their search history, and you can even alter page style and color to fully tailor their experience! One retailer excelling in providing a personalized shopping experience is Amazon. | 31% of eCommerce store revenues are attributed to product recommendations. (Source: Hostinger, 2022) 60% of consumers are likely to become returning customers if they are offered a personalized shopping experience. (Source: Hostinger, 2022) 64% of marketing professionals believe that improving the customer experience is the leading benefit of eCommerce personalization. (Source: Statista, 2020) |
Key Trend
Integrating eCommerce Platforms With Other Enterprise Applications
| eCommerce solutions shouldn’t live in isolation – they are key components of a well-oiled customer experience ecosystem Having a customer master database – a central place where all up-to-the-minute data on a customer profile is stored – is essential for eCommerce success. Typically, your eCommerce platform is not the system of record for the master customer profile: this information lives in a customer relationship management (CRM) platform or customer data platform (CDP). Attributes found in your CRM/CDP are integral to providing your customers with a personalized experience, making integration a necessity in the current age. Similarly, strong eCommerce solutions orchestrate transactions but typically do not do the heavy lifting in terms of order fulfillment, shipping logistics, economic inventory management, and reverse logistics (returns). In an enterprise-grade environment, these activities are executed by an enterprise resource planning (ERP) solution – integrating your eCommerce system with a back-end ERP is a crucial step from an application architecture point of view. Recent years have also led to a merger of online commerce and traditional point-of-sales (POS) systems. Many eCommerce vendors – particularly the large players – are now going beyond traditional eCommerce and are making plays into brick-and-mortar environments, offering POS capabilities and the ability to display product assets and customizations via augmented reality – truly blending the physical and virtual shopping experience. |  |
Key Trend
Headless eCommerce
| Headless eCommerce is an architecture solution that separates the front-end of an online store from the back-end, allowing both systems to work independently through an application programming interface (API) Think of the front-end of your eCommerce platform as it’s “head.” This is the client-facing portion of your online store that customers interact with, also referred to as the “presentation layer.” This layer not only includes your website itself, but also social media channels, mobile applications, and all the devices that are used on the Internet of Things (IoT), such as smart watches and voice-assisted technologies (i.e., Alexa). The “back-end” of your online store, also known as the “application layer,” covers all the systems and processes that are required to ensure your eCommerce platform is running smoothly. The back-end provides checkout and payment capabilities, among other required functionalities, and integrates with relevant enterprise applications. Through separation, you can update or change the “head” of your online store without causing disruption to the back-end code. This means that the back-end will be capable of functioning properly, regardless of which front-end it is plugged into. This allows for different storefronts, or front-ends, to be developed for different platforms and different devices, ultimately improving omnichannel capabilities while also offering higher levels of personalization and customization. | 92% of businesses believe that headless eCommerce platforms make it easier to deliver powerful digital experiences to customers. (Source: TeleportHQ, 2022) 62% of organizations believe that headless eCommerce will significantly improve customer engagement and conversion rates. (Source: TeleportHQ, 2022) 61% of retailers have either already implemented headless eCommerce or are planning to. (Source: TeleportHQ, 2022) |
Key Trend
The Convergence of B2B and B2C eCommerce Platforms
| The changing needs and expectations of customers have spurred the evolution of today’s eCommerce solutions Where there was once a clear distinction between B2B and B2C eCommerce solutions, there is a lot more blurring of the lines these days. Modern eCommerce platforms are empowering sellers to grow their businesses in new sales channels by converging the technological capabilities of B2B and B2C solutions. This convergence has been fueled by the rising expectations of purchasing managers, who have been heavily influenced by their experiences as consumers. When they come into the office in a procurement role, they now expect similar experiences as to when they are shopping at home. While B2C platforms have historically served organizations that are strictly selling directly to consumers, the vendors providing these solutions are adapting their tools to also support selling to business customers. They’re accomplishing this by adding integral B2B features to their existing platform. “Traditional” B2B platforms are doing the same – intertwining top features from B2C eCommerce solutions with their standard offering. This intersecting of features allows for organizations to attract a wider market while minimizing the number of resources and business applications that they require. Shopify is a great example of this. Historically, they have been a B2C eCommerce vendor, but now they are building out their B2B capabilities in order to create a hybrid customer experience. |  |
INFO~TECH RESEARCH GROUP
eCommerce Platform Selection Guide
Selection Overview
Info-Tech Research Group Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns.
© 1997-2023 Info-Tech Research Group Inc.
Software Selection EngagementFive Advisory Calls over a Five-Week Period to Accelerate your Selection ProcessExpert analyst guidance over an average of five weeks to help you select and negotiate software Save money, align stakeholders, speed up the process, and make better decisions Use a repeatable, formal methodology to improve your application selection process Better, faster results, guaranteed, included in membership |
CLICK HERE to book your Selection Engagement |
Elicit and prioritize granular requirements for your eCommerce platform
Understanding business needs through requirements gathering is the key to defining everything about what is being purchased, yet it is an area where people often make critical mistakesRisks of poorly scoped requirements
| Best practices
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Info-Tech Insight
Review Info-Tech’s requirements gathering methodology to improve your requirements gathering process.
Info-Tech’s approachDevelop an inclusive and thorough approach to the RFP Process
Info-Tech InsightReview Info-Tech’s process and understand how you can prevent your organization from leaking negotiation leverage while preventing vendors from taking control of your RFP. | The Info-Tech difference:
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Leverage the Contract Review Service to level the playing field with your shortlisted vendors
| You may be faced with multiple products, services, master service agreements, licensing models, service agreements, and more. Use the Contract Review Service to gain insights on your agreements. Consider the aspects of a contract review:
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CLICK HERE to BOOK The Contract Review Service
DOWNLOAD Master Contract Review and Negotiation for Software Agreements
INFO~TECH RESEARCH GROUP
eCommerce Platform Selection Guide
Vendor Analysis
Info-Tech Research Group Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns.
© 1997-2023 Info-Tech Research Group Inc.
Get to Know the Key Players in the eCommerce LandscapeThe proceeding slides provide a top-level overview of the popular players you will encounter during the eCommerce shortlisting process. |
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Evaluate software category leaders through vendor rankings and awardsSoftwareReviews | ||
 |  | The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions. Vendors are ranked by their Composite Score based on individual feature evaluations, user satisfaction rankings, vendor capability comparisons, and likeliness to recommend the platform. |
 |  | The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions. Vendors are ranked by their Customer Experience (CX) Score, which combines the overall Emotional Footprint rating with a measure of the value delivered by the solution. |
Speak with category experts to dive deeper into the vendor landscapeSoftwareReviews | ||
 Fact-based reviews of business software from IT professionals. |  Top-tier data quality backed by a rigorous quality assurance process. | CLICK HERE to ACCESSComprehensive software reviews |
 Product and category reports with state-of-the-art data visualization. |  User-experience insight that reveals the intangibles of working with a vendor. | |
SoftwareReviews is powered by Info-Tech | ||
 Est. 1982 | CA, USA | NASDAQ: ADBE |
| SoftwareReviews’ B2B eCommerce RankingsStrengths:
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“Adobe has long been a major player in the enterprise applications space. Their Adobe Commerce offering – formerly known as Magento – is the focus of vast feature innovation and product development. New updates and versions of their software are regularly released in an effort to “future proof” their technology and to set new standards in commerce capabilities, security, and performance. As part of their Adobe Experience Cloud offering, Adobe Commerce is known for providing unmatched commerce experiences for both B2B and B2C customers. Ultimately, SoftwareReviews provides an underwhelming account of Adobe’s functionality when compared to their competitors in the eCommerce space, having scored poorly in our most recent peer-driven reports. Vendor capability satisfaction and product feature satisfaction are both low, with Adobe Commerce scoring in the bottom half of vendors in all the mandatory features looked at. Adobe Commerce would lend itself better to large organizations with a pre-existing Adobe footprint looking for an enterprise grade solution.” Austin Wagar Adobe Commerce – Pricing Opaque: “Request a Quote” |
 Est. 2009 | TX, USA | NASDAQ: BIGC |
| SoftwareReviews’ B2B eCommerce RankingsStrengths:
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“While other vendors have their hands in a range of enterprise applications, BigCommerce’s sole focus remains on providing a versatile and innovative eCommerce solution that is both reliable and secure. Their open, modern, and scalable SaaS platform provides organizations with the enterprise integrations and the customization tools required to build and sell however – and wherever – they want. BigCommerce’s dedication to eCommerce shows in our SoftwareReviews reports, with BigCommerce scoring extremely well in both our B2B and B2C eCommerce categories. While BigCommerce’s tiered plans seemingly make it an attractive option for businesses of all sizes, some functional features that are expected of an eCommerce solution (i.e., product filtering) are only available in the Pro- and Enterprise-level plans. Small/mid-sized businesses may wonder how much ROI they can get from BigCommerce.” Austin Wagar
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 Est. 1975 | WA, USA | NYSE: MSFT |
| Analyst Driven B2B eCommerce RankingsStrengths:
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“Microsoft Dynamics 365 Commerce is a strong and compelling player in the eCommerce marketplace, directly rivaling Salesforce Commerce Cloud. Good functional breadth paired with a modern user interface and best-in-class Microsoft stack compatibility ensures that we consistently see them on our members’ shortlists, particularly when our members are looking to roll out eCommerce capabilities alongside other components of the Dynamics ecosystem (such as Finance, Marketing, Operations, and HR). Microsoft Dynamics 365 Commerce is well suited for both B2B and B2C commerce. User-friendly capabilities typically reserved for B2C offerings are enabled on the B2B side to enrich the B2B buying experience, while a powerful AI drives accurate product recommendations on the B2C side. Microsoft Dynamics 365 Commerce is well known for providing strong omnichannel capabilities, delivering a seamless and personalized buying experience across both traditional and emerging channels, connecting digital, in-store, and back-office operations in a single, unified platform.” Austin Wagar
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 Est. 2009 | NY, USA | Private |
| SoftwareReviews’ B2B eCommerce RankingsStrengths:
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“Optimizely is a leading digital experience platform (DXP). They offer a vast product suite aimed at optimizing your customers’ experiences, with custom pricing and plans available to combine specific offerings based on your needs. This reliance on combining offerings does lead to some downsides, however, with Optimizely’s core B2B and B2C commerce platforms lacking “out-of-the-box” functionality. Additional “enhancements” would need to be purchased to extend the functionality of their eCommerce solutions to include features that have come to be expected as standard in the space. One such example is their recommendations enhancement, which is required to drive personalized product recommendations. As per our peer-driven reports on SoftwareReviews, users seem to most enjoy Optimizely’s payment processing capabilities as well as their reporting and analytics across both the B2B and B2C spaces. Optimizely would be best suited for small to mid-sized businesses and may not be the best choice for large enterprises or large volume merchants. ” Austin Wagar Optimizely Commerce – Pricing Opaque: “Request a Quote” |
 Est. 1977 | TX, USA | NYSE: ORCL |
| SoftwareReviews’ B2B eCommerce RankingsStrengths:
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“Oracle is a long-term juggernaut of the enterprise applications space. While historically Oracle has been seen as lagging behind competitors like Salesforce and Microsoft, Oracle has made strides in improving their user experience via their Redwoods design paradigm, and they are now taking aim at improving the customer experience as well. Their eCommerce platform, Oracle Commerce, is one part of Oracle’s group of Customer Experience (CX) Cloud Applications. This suite of applications aims to connect all your business data across advertising, marketing, sales, commerce, and service to deliver extraordinary – and personalized – experiences to your customers. SoftwareReviews shows that Oracle Commerce has performed moderately well in our most recent peer-driven reports for both B2B and B2C eCommerce vendors. Nonetheless, we most commonly see Oracle Commerce as a pricier ecosystem play that’s often subordinate to a heavy Oracle footprint. Many of our members also express displeasure with Oracle as a vendor, highlighting their heavy-handed “threat of audit” approach.” Austin Wagar Oracle Commerce – Pricing Opaque: “Request a Quote” |
 Est. 1999 | CA, USA | NYSE: CRM |
| SoftwareReviews’ B2C eCommerce RankingsStrengths:
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“After acquiring Demandware, Salesforce quickly became one of the pre-eminent vendors – and a major disruptor – in the eCommerce marketplace. Offering products for both B2C and B2B commerce, Salesforce focuses on driving efficiency as well as profitability. Their B2C Commerce Cloud unifies online and offline channels and takes advantage of the industry’s latest trends, including offering headless commerce capabilities. Their B2B Commerce Cloud provides a seamless self-service shopping experience in addition to more standard B2B functionality, meeting the heightened expectations that many B2B clients now have due to their increased propensity for shopping online as consumers. While our SoftwareReviews data shows that Salesforce underwhelms in the B2C eCommerce space, you would be hard pressed to find a vendor that scores better in its B2B capabilities. Salesforce would be a great fit for any organization looking to partner with a market leader with excellent functional breadth, strong interoperability, and a compelling technology and partner ecosystem.” Austin Wagar
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 Est. 1972 | BW, Germany | NYSE: SAP |
| SoftwareReviews’ B2C eCommerce RankingsStrengths:
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“SAP is another mainstay of the enterprise applications market. Their SAP Commerce Cloud platform is comprehensive, offering product content management, experience management, personalization, and order management capabilities. Their content management capabilities particularly, in addition to their reporting and analytics, are well revered, as evident in our most recent peer-driven reports on SoftwareReviews for both B2B and B2C eCommerce vendors. In terms of their other capabilities, these same reports show that SAP consistently underperforms. SAP Commerce Cloud seems a secondary focus for SAP, behind their more compelling play in the Enterprise Resource Planning (ERP) space. Most instances where we see SAP in our clients’ shortlists, it’s as an ecosystem play within a broader SAP strategy. If you’re approaching an eCommerce selection with no legacy vendor baggage to SAP elsewhere, experience suggests you’ll be better served by a vendor that places a higher degree of primacy on the eCommerce aspect of their portfolio.” Austin Wagar SAP Commerce Cloud – Pricing Opaque: “Request a Quote” |
 Est. 2006 | ON, Canada | NYSE: SHOP |
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“Shopify is an extremely well-known eCommerce platform. As far as eCommerce vendors are concerned, Shopify may be as close to a “household name” as we have in the marketspace. While Shopify itself is best suited for small and medium-sized businesses, they were able to extend their world-renowned functionality to large enterprises and high-volume merchants via their Shopify Plus offering, with the quality and breadth of features across both platforms being highly regarded. Providing omnichannel capabilities, Shopify enables selling across both online and offline sales channels. Shopify got its start focusing on B2C commerce, and while their B2B experience is lesser (being a newer offering), that product line is maturing nicely. Shopify aims to perform capably across both sides, and they are well on their way there. Our recent SoftwareReviews peer-driven reports on both B2B and B2C vendors shows Shopify and Shopify Plus are held in a high regard by their users.” Austin Wagar
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 Est. 2003 | NY, USA | NYSE: SQSP |
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“Although they are lacking the required number of reviews to qualify for a peer-driven report on SoftwareReviews, Squarespace is a vendor that we are starting to hear more about from our members, and for good reason. Squarespace Commerce is a great platform to utilize if you are looking to build out an eCommerce website. They employ a very easy to use interface that limits any potential learning curve for those new to eCommerce and they offer a solid range of integrations with third-party applications. Squarespace’s pricing is incredibly competitive across all their plans, offering high business value for their robust feature sets. Even though their Advanced Commerce plan would need to be purchased to enjoy full functionality – and to have access to beneficial commerce features such as abandoned cart recovery – their low pricing makes it easy to rationalize the purchase. Squarespace would be best suited for small, burgeoning businesses and for those new to eCommerce. ” Austin Wagar
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 Est. 2008 | CA, USA | Private |
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“WooCommerce is a solution that has grown in popularity in recent years, and not just for being “free.” WooCommerce is loved for the breadth and quality of its features. It is important to note that WooCommerce is a plugin for websites powered by WordPress, however, that does come with some benefits. With advanced customization abilities, users are able to construct their eCommerce website to meet their exact specifications. Set-up is quick and easy, and users can extend the functionality of their store by utilizing extensions that are available from the WooCommerce Marketplace. SoftwareReviews’ most recent peer-driven reports for B2C eCommerce vendors highlights vast product feature satisfaction as well, including in the realm of predictive recommendations, which is currently a major focus for many online retailers. Despite its strengths, WooCommerce works best when it is rolled out in lower complexity environments. WooCommerce is designed to empower small and medium businesses and wouldn’t be suitable for an enterprise-grade organization.” Austin Wagar WooCommerce – Free, Open-Source Software: WooCommerce is a plugin, meaning that a WordPress site that can use plugins is required* Outside of hosting and domain fees, users have control over associated costs. Pricing varies depending on the level of customization and the extensions/integrations selected (i.e., website themes, payment gateways, shipping solutions, etc.). |
Leverage Info-Tech’s research to plan and execute your eCommerce implementation
Use Info-Tech Research Group’s three phase implementation process to guide your own planning.
|  Establish and execute an end-to-end, agile framework to succeed with the implementation of a major enterprise application. |
Ensure your implementation team has a high degree of trust and communication
Ensure your implementation team has a high degree of trust and communication
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Teams must have some type of communication strategy. This can be broken into:
| Distributed teams create complexity as communication can break down. This can be mitigated by:
| Members should trust other members are contributing to the project and completing their required tasks on time. Trust can be developed and maintained by:
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Summary of Accomplishment
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Related Info-Tech Research
 | Build a Strong Technology Foundation for Customer Experience Management
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 | Enable Omnichannel Commerce That Delights Your Customers
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 | Improve Requirements Gathering
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Bibliography 1/4
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