e-commerce benchmarking insights – cleverbridge networking event (cne)
DESCRIPTION
cleverbridge head of SaaS solutions, Doug Caviness, presents “E-commerce Benchmarking Insights,” looking at benchmarking statistics drawn from aggregate data on the cleverbridge e-commerce platform.TRANSCRIPT
E-Commerce Benchmarking Insightscleverbridge Client Networking Event, Oct. 3, 2012
• Objectives
• Polling and interaction
• Brief KPI discussion
• General statistics
• Insights from data Browsers
Localization
Payments
• Contact to Order (CTO) rates
• Affiliate sales
Introduction
Statistics
• Stable product pricing (2009-2012)• Conversion rates vary widely based on
multiple factors
Product Pricing and Conversion Rates
Top-Selling Products Conversion Rate
High 80.0%
Median 20.4%
Mean 27.4%
Low 0.50%
Sources: Pricing and conversion rate data: aggregate data of top selling products
Company A
Freemium product that randomly launches full-screen pop-up cart page
Company BCollects email address before cart page
Company CUpgrade discount email offer
Other database marketing
Sample Conversion Rate Scenarios
Conversion Rate
<10%
>50%
>70%
<7%
Regional Variations Conversion Rates and Pricing
Country Conversion AOV Per Capita GDP
Software Piracy Rate
Denmark 28.7% 28 € $37.6K 24%
Japan 26.6% 30 € $35.2K 21%
USA 20.6% 35 € $49K 19%
Germany 17.8% 25 € $38.4K 26%
Brazil 6.6% 19 € $11.9K 53%
Greece 3.5% 26 € $26.6K 61%
Russian Fed 3.1% 23 € $17K 63%
China 1.2% 32 € $8.5K 82%
India 0.6% 27 € $3.7K 63%
Sources: Conversion and AOV: sample aggregate data of selected clientsGDP: The World Fact Book (pub by The CIA)Software Piracy: NationMaster.com
Distribution of Orders on Platform
Top Countries RankUSA 1
Germany 2
Japan 3
UK 4
France 5
Australia 6
Canada 7
Netherlands 8
Italy 9
Switzerland 10
Top Languages %English 46.2%German 29.1%French 5.7%Japanese 5.3%Dutch 2.7%Spanish 2.2%Italian 1.8%Portuguese (Brazil) 1.6%Russian 1.0%Swedish 0.9%
Sources: Distribution of orders: aggregate client data
Sample of Top Languages Used
Brazil %Portuguese (Brazil) 75.1%Portuguese 12.5%English 11.7%German 0.3%Spanish 0.2%
Japan %Japanese 97.8%English 1.9%Portuguese (Brazil) 0.1%Spanish 0.1%German 0.1%
Sources: Conversion rate: aggregate client data
Sample of Top Languages Used
Canada %English 82.9%French 16.4%German 0.2%Chinese 0.1%Spanish 0.1%
USA %English 99.5%Spanish 0.3%German 0.1%Chinese 0.0%Japanese 0.0%
Sources: Language and conversion rate: aggregate client data
Internet Browsers
“Orbitz Worldwide Inc. has found that people who use Apple Inc.'s Mac computers spend as much as 30% more a night on hotels, so the online travel agency is starting to show them different, and sometimes costlier, travel options than Windows visitors see.”
Distribution of Orders by Browser
Worldwide % AOVMSIE 47% $44.84Firefox 15% $43.86Chrome 15% $42.99Misc 13% $41.55Safari 8% $49.36Opera 1% $32.40
Japan % AOVMSIE 80% $42.60Firefox 3% $54.12Chrome 12% $47.92Misc 3% $54.72Safari 3% $59.62Opera 0% $47.10
Sources: Browser and AOV: sample aggregate client data
The Wall Street Journal, Aug. 23, 2012
Localization
Pre-Launch Post-Launch
Non-KonbiniKonbini
Uplift in Orders from LocalizationExample: Konbini launch in Japan
Sources: Konbini uplift data: sample aggregate client data
+14%
Payments
Payment Type Trends
Percent of Sales
’07 ’08 ‘09 ‘10 ‘11 ‘12 YTD
Last 5-Yrs Growth (% of Sales)
Credit Card 68% 70% 72% 72% 72% 71% 4%Stable since ’11
PayPal 7% 9% 12% 14% 16% 17% 143%Stable since ’11
Wire Transfer
15% 13% 9% 7% 6% 5% -67%
Direct Debit 10% 7% 5% 4% 4% 4% -60%
iDEAL 0% 0% 0% 1% 1% 1%
Check 1% 1% 1% 1% 1% 1%
Sources: Payment type usage: aggregate client data
Credi
t Car
diD
eal
PayPal
sofo
rtübe
rwei
sung
.de
Alipay
Konbi
ni
Wire
Tra
nsfe
r
Web
mon
ey
Bolet
o Ban
cario
Check
0%
10%
20%
30%
40%
50%
60%
70%
80%
6%12% 14%
19%
33%
44%52% 54%
59%
70%
Order non-Completion Rates
Sources: Order non-completion rates: aggregate client data
• Monthly billing creates challenges for customers who use offline payments
• Enhanced recurring billing capabilities: Direct Debit -- already implemented PayPal -- pilot project (Oct’12)
• Consider providing customers incentives to pay for subscriptions quarterly or annually
Evolution to Subscription Creates Conflict with Offline Payments
Example:
Payment Types Used with Monthly Subscriptions - Germany
Payment Type
% of All Orders
% of Mthly Subscr. Orders
Comments
Direct Debit
21% 41% Recurrent billing already in place
PayPal 35% 28% Recurrent billing pilot Oct’12
Credit Card 25% 22% Authorization recycling in Place
Wire Transfer
17% 7%
Sofortüber-weisung.de
2% 3% This provider is working on a subscription billing solution
Sources: Payment type usage: aggregate client data
Payment Types Used with Monthly Subscriptions - USA
Payment Type % of Monthly Subscription Orders
Credit Card 82%
PayPal 18%
Sources: Payment type usage: aggregate client data
Contact to Order Rates
• What is Contact to Order Rate and why does it matter?
Refunds Customer satisfaction Potentially requires work of client
• CTO rates on cleverbridge platform: Highest: 15.5% Median: 8.0% Lowest: 2.6%
Contact to Order Rate (CTO)
Sources: CTO: sample of leading clients
Top 5 Sources Drive 65% of CTO
31%
12%
10%7%
6%
35% (Other)
Refunds
Redelivery/Extend download link
Tech support (referred to client)
Installation issue
Delivery missing
Other
Sources: CTO: sample of leading clients
CTO Rates by Country
USA 8.3%Japan 6.7%Germany 6.6%Canada 6.3%Netherlands 5.7%Italy 5.4%UK 5.1%Switzerland 5.0%France 4.7%Australia 4.1%
Sources: CTO: aggregate client data
Refund Rates by Country
Japan 7.7%USA 4.3%Canada 4.1%Sweden 3.8%UK 3.6%France 2.9%Netherlands 2.4%Australia 2.1%Italy 2.0%Germany 1.5%
Sources: Refund rates: aggregate client data
1. Refund Authorization
68% of clients authorize cleverbridge to decide on refund request
Benefits: • Increases customer satisfaction • Reduces risk of chargebacks • Reduces client’s processing work
Some Best Practices to Reduce CTO
Refund Rates High Median Low
Pre-authorized 5.5% 1.9% 0.6%
Authorization required 5.2% 1.9% 0.2%
Sources: Refund authorization: sample of leading clients
2. License Keys and Download Links• Download links valid for more than 14 days
(perhaps 60 days+)• Integrate license key generator with cleverbridge
platform to reduce the risk of running out of keys or having to send keys via a separate process
Benefits: • Increases customer satisfaction • Reduces CTO
Best Practices to Reduce CTO (continued)
3. Instructions
Effective and localized instructions for order confirmation pages and confirmation emails• Installation• Registration
Benefits: • Increased customer satisfaction• Reduced CTO
Best Practices to Reduce CTO (continued)
Best Practice ExampleAvast Confirmation Page
Extract for confirmation page for Firefox users
Extract for confirmation page for MSIE users
Advertise Money Back Guarantee
20 out of 25 clients now advertise money back guarantees
Potential Benefits:• Higher conversion rates
(commonly mentioned in the industry)• Higher customer satisfaction
For Your Consideration…
Sources: Money Back Guarantee: sample of leading clients
Affiliate SalesLarge potential upside for many B2C clients
Affiliate Sales on the cleverbridge Platform
2010 2011 2012E
• Affiliates drive 17% of total orders and 15% of gross revenues
250% growth in affiliate orders (3 yrs)
Sources: Affiliate sales: aggregate client data
Portion of B2C Gross Sales from Affiliates
Category % of Gross Sales
Utilities 30% to 40%
Anti-Virus and Malware 10% to 25%
Baseline with Affiliate manager 10%
Baseline without Affiliate manager 5% (or less)
Sources: Affiliate data: aggregate client data
Gain from Hiring Affiliate Manager
Sample Scenario
Current gross sales(includes 5% from unmanaged affiliate sales)
$1,000,000 / mo
5% lift in gross sales with Affiliate Manager $50,000 / mo
Cost of Affiliate Manager $6,000 / mo
Incremental gross sales less cost of Affiliate Manager $44,000 / mo
$528,000 / yr
Statistics • Total Affiliates: 26,000 in cleverbridge program• Percent of gross revenues generated by
cleverbridge-managed Affiliates: 80% by the top 2% of Affiliates 85% by Affiliates with multiple clients
Affiliate Program
Sources: Affiliate data: aggregate client data
• Has multiple clients
• Larger and has more resources to draw bigger audiences
• Multiple ways to monetize their traffic (advertising, etc.)
• Continually tests and optimizes conversions and investments across their clients
Profile of Successful Affiliate
Thank you