E-COMMERCE

INDUSTRY BREAKDOWN
 value chain
Inventory and Sales and Marketing, Shipping & Delivery,
Sourcing & Inbound Warehouse Customer After Sale
Logistics
Operations Engagement Services

Incoming stock, supplier administration,

and channel management. Proposals for
B2B and co-sourcing modular shipping,
and mass customization
Handling inventory, organising a
warehouse, separating items and
packaging, grouping, pickup, and
consolidation. Turnover and availability of
inventory
 value chain
Inventory and Sales and Marketing, Shipping & Delivery,
Sourcing & Inbound Warehouse Customer After Sale
Logistics
Operations Engagement Services

A unified experience, targeted marketing,

dynamic content, promotion, payment,
sales, engagement, questions, and
feedback
Handling, organising, billing, assigning,
sending, routing, and delivering orders.
Distribution partners and omnichannel
factors (B2B). Experiences, grievances, and
reviews of customers
 Drivers
KPIs COST DRIVERS GROWTH DRIVERS

Avg. Order Size Technology – Growing Demand

Cart Development & Mobile
Abandonment Maintenance Penetration
Rate Costs Increased M&A
Revenue Per Visit Marketing & Convenience, Cost
Hit and Bounce Promotion Costs and Variety
Rate Inventory Costs Payment
First Response Logistic Costs Digitalization
Time SGA Costs (Wallets and UPI)
Churn & Time on
Site
Session Duration
and CTR
 Porter's 5
Forces Analysis
PORTER’S FIVE FORCES
Force Description/Analysis
Domestic and international Organizations
Industry Competition
Niche and all encompassing service providers
(High)
Cross platform partnerships and integrations
Inhouse E-retail capabilities of manufacturers
Threat of Substitutes and producers
(Moderately High) Physical outlets and dedicated engagement
and delivery centres
Due to high initial investments and
operational complexities, entry barriers are
Threat of New Entrants strong
(Moderate) M&A activities and the growth of Super Apps
may however pose a challenge to pureplay E
commerce players
 Porter's 5
Forces Analysis
PORTER’S FIVE FORCES
Force Description/Analysis

Buyer’s Bargaining Power With a multitude of options and low switching

(High) costs, buyers have a distinctive advantage

Brand decisions, high competition, and

Supplier’s Bargaining
regulatory policies generally limit the
Power
aggregator’s freedom of pricing and
(Moderate)
operational decisions
 Customer
Journey
AWARENESS ADVOCACY
PR Promotion
Word of Mouth Blogs
Online Ads Social Networks
Emails Communities

CONSIDERATION RETENTION
Social Ads Community Forum
Reviews FAQ Knowledge
Blog Base
Media

PURCHASE
E Commerce
Web/Mobile
Application
Payments
 Customer
Journey Deep Dive
Points of Organizational
Stage
Interaction Goals
Organic Search, Search Information
Awareness Ads, PR Feature, Social Dissemination, Building
Media Trust, Justification
Positioning, Narrative
Customization, Re-
Development,
Consideration targeted Ads, Direct
Development of
Sites, and Review Sites
Interest
Timely Information,
Website/Mobile App, Selection, Follow
Purchase Email, Customer Care Through, Cross Selling
Centre Customer Satisfaction,
and Recall
 Customer
Journey Deep Dive
Points of Organizational
Stage
Interaction Goals
Review Requests, Re- Suggestions and
Retention targeted Ads, Email, Feedback, Engagement,
Communities Stimulation
Chat Tools, References, Customer Integration,
Advocacy Communities and Social Rewards, Customer
Media Content
 Industry
Statistics
E-commerce Retail Market Value Share

40

30

20

10

0
Consumer Electronics Apparel Food and Grocery Jewellery Furtniture Others
 Industry
Statistics
In India, e-commerce users are anticipated
to increase by about 50% over the next four
years, reaching 948 million users by 2025.
By 2030, the value of e-commerce in India
is anticipated to reach $300 billion,
primarily due to e-groceries
By 2025, the value of B2B e-commerce is
anticipated to surpass $1817 billion.
 Industry
Trends
Because the lines between physical and digital
experiences are blurred, a seamless omnichannel
digital experience ensures customers have a
highly customised experience.
Business interactions with customers via
messaging apps like WhatsApp and Messenger
are quick, affordable, and always available.
Customers who use e-commerce as their primary
method of shopping expect their shopping needs
to be met in a personalised way through AI/ML
and marketing integration.
 Major
Players
 Key
Developments
Avataar has raised money to help with
the development of consumer journeys
that use a 3D image of the product taken
with their phone's camera.

With a service-fee model, Flipkart has

started a programme to find and develop
D2C brands on its platform.
 Key
Developments
With companies like Dunzo, BigBasket,
Grofers, and others collaborating with
outside vendors to run dark stores, Q-
commerce has expanded in the past year.

Amazon is establishing digital kendras to

educate MSMEs about the benefits of e-
commerce.
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