e-commerce platforms - miva merchante-commerce platforms are designed to facilitate the sale of...

Grid℠ for E-Commerce Platforms | Summer 2015

© 2015 G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2 Crowd’s prior written permission.

While the information in this report has been obtained from sources believed to be reliable, G2 Crowd disclaims all warranties as to the accuracy, completeness,

or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

LeadersContenders

High PerformersNiche

Satisfaction

Mar

ket P

rese

nce

G2 Crowd GridSM for E-Commerce Platforms Summer 2015

Shopify

hybris

Volusion

Magento

Demandware

OracleCommerce

Bigcommerce

NetSuite

MivaMerchant

Avangatecleverbridge

IBMWebSphere

Infusionsoft

E-Commerce PlatformsProducts shown on the Grid for E-Commerce Platform have received a minimum of 10 reviews/ratings in data gathered by May 11, 2015. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid:

■ Leaders offer e-commerce platform products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources. Leaders products include: Shopify

■ High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the Leader category. High Performers products include: Miva Merchant, Avangate, clever-bridge, Demandware, and Bigcommerce

■ Contenders have significant market presence and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products. Contenders products include: Magento, hybris, IBM WebSphere Commerce, NetSuite Commerce, Infusionsoft, and Oracle Com-merce

■ Niche products do not have the market presence of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success. Niche products include: Volusion

https://www.g2crowd.com/products/shopify/reviews

https://www.g2crowd.com/products/miva-merchant/reviews

https://www.g2crowd.com/products/avangate/reviews

https://www.g2crowd.com/products/cleverbridge/reviews


https://www.g2crowd.com/products/demandware/reviews

https://www.g2crowd.com/products/bigcommerce/reviews

https://www.g2crowd.com/products/magento/reviews

https://www.g2crowd.com/products/hybris/reviews

https://www.g2crowd.com/products/ibm-websphere-commerce/reviews

https://www.g2crowd.com/products/netsuite-commerce/reviews

https://www.g2crowd.com/products/infusionsoft/reviews

https://www.g2crowd.com/products/oracle-commerce/reviews


https://www.g2crowd.com/products/volusion/reviews

© 2015 G2 Crowd, Inc. All rights reserved. Document #CM14SN. 2


Grid℠ Scores for E-Commerce PlatformsThe table below shows the satisfaction and market presence scores that determine vendor placement on the Grid℠. To learn more about each of the products, please see the executive profile section.

Product Name # of Reviews Satisfaction(normalized) Market Presence G2 Score

Leaders

Shopify 25 93 53 73

High Performers

Miva Merchant 43 97 38 67

Avangate 20 91 37 64

cleverbridge 15 86 34 60

Demandware 18 74 40 57

Bigcommerce 16 65 42 53

Contenders

Magento 30 45 76 60

hybris 11 46 65 55

IBM WebSphere Commerce 15 36 62 49

NetSuite Commerce 12 38 51 44

Oracle Commerce 17 14 64 39

Infusionsoft 26 32 51 41

Niche

Volusion 15 8 43 25

Product Executive SummariesExecutive profiles and detailed charts are included for products with 10 or more reviews.



E-Commerce Platforms Market DefinitionE-Commerce platforms are designed to facilitate the sale of products and services online, including online retail, digital down-loads, and other web purchases. These platforms often include shopping cart features, inventory management tools, online transaction processing, internet marketing, and other resources to help users build and maintain an online store. Additional features may include search tools, pricing management, promotion development, and targeted marketing. Included within the e-commerce platform category are digital e-commerce tools, which specialize exclusively in the sale of digital merchandise such as music or software downloads.

For information about additional e-commerce software, including catalogue management, shopping cart, payment gateway, and subscription management software, visit the E-Commerce Software category page.

Grid℠ Rating MethodologyThe Grid℠ represents the democratic voice of real software users, rather than the subjective opinion of one analyst. G2 Crowd rates e-commerce products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks.

Technology buyers can use the Grid℠ to help them quickly select the best e-commerce platform for their business and to find peers with similar experiences. For vendors, media, investors, and analysts, the Grid℠ provides benchmarks for product compari-son and market trend analysis.

Grid℠ Scoring MethodologyG2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data ag-gregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor market presence scores in real time.

The satisfaction rating is affected by the following (in order of importance):

■ Overall Customer Satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users

■ Customer satisfaction with second-level product attributes based on user reviews

■ Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd

The market presence score is affected by the following (in order of importance):

■ Number of employees for product and parent company (based on social networks and public sources)

■ Market share based on share of voice including number of ratings and reviews received

■ Vendor momentum based on web traffic and Google search trends

■ Product social impact based on Klout score and Twitter followers

■ Vendor social impact based on Klout score, Twitter, and LinkedIn followers

■ Revenue and year over year revenue growth rate (if available)

■ Age of company (number of years in operation)

■ Employee satisfaction and engagement (based on social network ratings)

Grid℠ Methodology

https://www.g2crowd.com/categories/e-commerce



Small Business (50 or fewer emp.)

Mid-Market (51-1000 emp.)

Enterprise ( >1000 emp.)12

5

2

Review Breakdown

Executive SummaryShopify has been named a Leader based on receiving a high customer satisfaction score and having a large market presence. 96% of users rated it 4 or 5 stars and 96% of users believe Shopify is headed in the right direction.

Shopify offered users faster storefront set-up times, users said, and its ease of use was the most commonly cited benefit of the e-commerce solution. Unlike a number of other e-commerce products, users found that Shopify stores could be set up with minimal coding experience and was relatively easy to operate. Reviewers liked Shopify’s templates, which, while more limited than open source solutions, were nonetheless powerful enough to allow web developers and designers to sufficiently custom-ize their storefronts.

While reviewers generally preferred Shopify’s easy and standardized templates to more flexible alternatives, several were disap-pointed by the limited ability to customize checkout. One user also noted that there was no robust cart abandonment recapture, and that Shopify does not come with the ability to print labels or manage shipping items.

Like other e-commerce platforms, Shopify offers (and at times requires) third party add-ons in order to maximize its functionality. Some reviewers complained that many of the app store offerings are priced monthly, which can increase the cost of the pro-gram overall. These reviewers regretted that the functionality of these apps were not included in the default program. However, reviewers did like that the app-store is more controlled than other, open-source providers, and overall found Shopify’s pricing to be fair and affordable.

Top Industries Represented

Vendor Information

Vendor: ShopifyLocation: Ottawa, ONFounded: 20062015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 534Website: http://www.shopify.com

Shopify (25)

4.6 out of 5 starsLEADERLEADER

SUMMER2015

SUMMER2015

90%

90%

89%

67%

69%

71%

Average

Average

Average

Average

Average

Average

77%

86%

82%

77%

78%

73%

Highest-Rated Features Lowest-Rated FeaturesCustomer Service

Performance and Reliability

Content Management

Internationalization

Test to Product Migration

Recommendations/Personalization

3

3

2

2

2Publishing

Hospitality

Health, Wellness and Fitness

Internet

Information Technologyand Services

http://www.shopify.com





HIGH PERFORMERHIGH PERFORMER

SUMMER2015



27

3

Review Breakdown

Executive SummaryMiva Merchant has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. Miva Merchant received the highest Satisfaction score among e-commerce platform products. 93% of users rated it 4 or 5 stars and 88% of users believe Miva Merchant is headed in the right direction.

Many Miva Merchant reviewers were loyal customers who had been using the product for as many as fifteen years. These long-term users appreciated the product’s longevity and consistency, as well as its constant improvements and feature additions over time. Reviewers liked that Miva Merchant is highly flexible and customizable, although some complained about the difficulty of the product’s proprietary language; many recommended either having a highly technical team to manage implementation or to take advantage of Miva Merchant’s in-house developers. Miva’s high level of security for both customer and administrator data was another major advantage of the product.

In addition to a strong technical support team, which many Miva Merchant reviewers applauded, the product has a strong com-munity of users and developers and an excellent user support forum. The community of third-party developers means that there is a large number of third-party modules and add-ons available, a major advantage for some users. One user noted that it could be difficult to determine the quality of these third-party applications, however, and some would have liked to see the features modified by them to be included as features within Miva Merchant’s base package.

The most common complaint about Miva Merchant was in regards to its pricing. While many users found that Miva Merchant was worth the price, many complained that the company nickled-and-dimed customers with added fees, including a cost to add additional administrator seats and high costs for developers. Miva Merchant’s recent upgrade also came with a price increase and left some customers paying additional fees for using older editions. However, users still noted that Miva is nonetheless an “exceptional value” and found that the recent upgrade offered new features and improvements that made it worth the cost.


Vendor Information

Vendor: Miva, Inc.Location: San Diego, CAFounded: 19972015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 68Website: http://www.miva.com

Miva Merchant (44)

4.5 out of 5 stars

94%

92%

91%

68%

69%

70%

Average

Average

Average

Average

Average

Average

86%

84%

82%

67%

68%

78%

Highest-Rated Features Lowest-Rated FeaturesPerformance and Reliability

Security

User management

Product Reviews

Abandoned Cart Tools

Intangible Products

9

5

5

4

3Wholesale

Automotive

Retail

Marketing and Advertising

Internet

http://www.miva.com






SUMMER2015



Enterprise ( >1000 emp.)

6

6

3

Review Breakdown

Executive SummaryAvangate has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 95% of users rated it 4 or 5 stars and 84% of users believe Avangate is headed in the right direction.

Avangate offers a digital e-commerce solution for software sales that users described as cost effective and easy to use. Avan-gate’s value in selling software globally was one of the primary benefits mentioned by reviewers, who liked that it handles taxes and laws associated with selling software in foreign countries. The software also offers support for multiple currencies and lan-guage, making it a strong fit for those interested in selling their software globally. A quickly-evolving API, convenient reporting, and responsive support and implementation teams were among the other benefits cited by Avangate users.

While satisfaction ratings were overall high among Avangate users—reviewers gave Avangate a normalized satisfaction score of 91—reviewers had some complaints, including some payment problems and inflexibility in designing templates. Reviewers also found that Avangate can be limited in terms of its mobile options.

While Avangate users described it as more expensive than traditional e-commerce services, they overall agreed that the prod-uct was worth the extra cost. Overall reviewers recommended Avangate to potential buyers, giving it an NPS score of 80, the highest in the category.


Vendor Information

Vendor: AvangateLocation: Redwood Shores, CAFounded: 20062015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 168Website: http://www.avangate.com

Avangate (20)

4.5 out of 5 stars

98%

98%

98%

88%

91%

92%

Average

Average

Average

Average

Average

Average

76%

82%

82%

75%

68%

79%

Highest-Rated Features Lowest-Rated FeaturesB2B Features

Multi Site Management

Cross Browser Support

Store Front Design Tools


Promotions and Discounts

12

3

2

1

1Insurance

Computer Networking

Internet


Computer Software

http://www.avangate.com






SUMMER2015




3

1

Review Breakdown

Executive Summarycleverbridge has been named a High Performer based on receiving a high customer satisfaction score and having a small mar-ket presence. cleverbridge has the smallest Market Presence among e-commerce platform products. 93% of users rated it 4 or 5 stars and 86% of users believe cleverbridge is headed in the right direction.

Cleverbridge earned glowing comments from its reviewers for its attitude towards its clients and its excellent support services. In addition to an account management team offering individual support to clients and a strong customer service model, reviewers applauded its clean interface, customizable cart design, and fast load times. Users described it as a turnkey solution, and liked that it has the option to track demographic, conversion, and revenue from various marketing campaigns. Cleverbridge users liked its clean API and appreciated that it was able to manage everything involved with the e-commerce process, including banking and task functions.

While the ability to customize the product’s shopping cart was a major advantage for reviewers, they found that doing so was a time-intensive process and could take about two weeks to complete. Reviewers also regretted that there was no mobile applica-tion to access their account and occasionally found that slow interaction between the front and back end of the site caused problems like duplicate orders or delays. Cost was also a factor for reviewers—some described Cleverbridge as expensive—but overall users were satisfied with the product, giving it an overall normalized satisfaction score of 86.


Vendor Information

Vendor: cleverbridgeLocation: Cologne, GermanyFounded: 20052015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 168Website: http://www.cleverbridge.com

cleverbridge (15)

4.5 out of 5 stars

93%

92%

92%

73%

76%

79%

Average

Average

Average

Average

Average

Average

78%

84%

84%

68%

78%

77%

Highest-Rated Features Lowest-Rated FeaturesCross Channel Fulfillment

Order Management

Security


Unified Customer experience

SEO

8

4

1

1

0Accounting

Medical Devices

Internet


Computer Software

http://www.cleverbridge.com






SUMMER2015



Small Business (50 or fewer emp.)10

3

1

Review Breakdown

Executive SummaryDemandware has been named a High Performer based on receiving a high customer satisfaction score and having a small mar-ket presence. 100% of users rated it 4 or 5 stars and 94% of users believe Demandware is headed in the right direction.

Users of Demandware found it to be a customer-friendly e-commerce platform, with an easy to use interface and strong func-tionality. The pricing structure was a major advantage for some reviewers. Cost is based on revenue, which users cited as evidence of the company’s commitment to customer success. The ability to scale globally, custom site preferences, and the ability to target experiences and promotions to individual customers were among the other strengths Demandware users cit-ed—Demandware received the second highest satisfaction score in promotions and discounts (85% as compared to a category average of 78%).

While Demandware received an above average ease of use score—83% compared to a category average of 80%—users found that certified Demandware training was essential to making the most out of the service. Because the product uses a proprietary language, internal workforce also had to be retrained in order to successfully optimize the system. Reviewers regretted that there was no content management system or custom database. However, in spite of it’s downfalls, Demandware’s overall satis-faction rating of 74 earned its place as a High Performer on the Summer 2015 Grid.


Vendor Information

Vendor: Demandware (NYSE: DWRE)Location: Burlington, MAFounded: 20042015 Revenue: $103.7 MMEmployees (Listed on LinkedIn): 613Website: http://www.demandware.com

Demandware (18)

4.3 out of 5 stars

88%

87%

86%

57%

61%

63%

Average

Average

Average

Average

Average

Average

86%

84%

79%

68%

73%

67%


Admin Access Rights

Promotions and Discounts


Mobile

Product Reviews

3

3

2

2

2Sporting Goods


Consumer Goods

Retail


http://www.demandware.com






SUMMER2015



7

3

Review Breakdown

Executive SummaryBigcommerce has been named a High Performer based on receiving a high customer satisfaction score and having a small mar-ket presence. 81% of users rated it 4 or 5 stars and 88% of users believe Bigcommerce is headed in the right direction.

Bigcommerce users described the product as an excellent choice for new users to get up and running with minimal effort and cost. Reviewers liked the clean user interface, the strong basic design, and easy-to-use administrative tools and shopping cart. Bigcommerce offers excellent technical support services, as well as abundant support through in-house and freelance services, and users reported that the company valued their clients and wanted them to be able to set up their store quickly and effectively.

While the product’s ease of use was a primary advantage for most users, some found that it came at the cost of flexibility, and suggested that the software has some limitations. Others noted that using third party tools and providers could become very ex-pensive, and found that the software’s live chat support was less effective for advanced users, as agents did not always under-stand the full functionality of the software. One user reported some technical glitches as well, but found that the benefits of the software outweighed its downsides.

Reviewers recommended understanding the limitations of the service and approaching the process with a strong sense of the company’s business priorities to ensure that BigCommerce would be the right choice. Overall, users were happy with the prod-uct, and its high satisfaction score secured its place as a High Performer in the G2 Crowd grid.


Vendor Information

Vendor: BigcommerceLocation: Austin, TXFounded: 20092015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 383Website: http://www.bigcommerce.com

Bigcommerce (17)

4.1 out of 5 stars

90%

89%

89%

66%

73%

75%

Average

Average

Average

Average

Average

Average

86%

73%

84%

67%

77%

73%


Mobile

Admin Access Rights

Integration with 3rd Party Stores

Product Search and Filtering

Recommendations/Personalization

2

1

1

1

1Entertainment

Consumer Goods

Business Suppliesand Equipment

Broadcast Media

Internet

http://www.bigcommerce.com








1111

1

Review Breakdown

Executive SummaryMagento has been named a Contender based on receiving a relatively low customer satisfaction score and having a large mar-ket presence. Magento has the largest Market Presence among e-commerce platform products. 77% of users rated it 4 or 5 stars and 78% of users believe Magento is headed in the right direction.

Magento offers users a highly robust and customizable e-commerce solution built on an open source platform, according to re-views. Reviewers liked that the product has a strong user community and an excellent supply of third-party developers with Ma-gento experience. These developers came in handy for reviewers, who typically agreed that the product requires development assistance during implementation. Reviewers recommended having at least one highly competent PHP/MySQL programmer on hand to help with the initial site setup, or to hire a dedicated and experienced Magento developer to help.

Once the product is implemented, however, a number of users found the admin dashboard intuitive and the product easier than other programs to optimize and maintain. Though many liked the backend interface, however, there were mixed reviews; others complained that the product could be very difficult to use and disliked the backend. Another complaint centered around per-formance problems. Some users found that the program runs slower than other offerings, and that it requires powerful hosting capabilities in order to handle traffic and achieve optimal speeds. Since the cost of Magento depends on server licenses, users who needed more servers to manage traffic found that the product became very costly.

Overall, reviewers found Magento to be a powerful option for SMBs, with plenty of room to scale. Beyond having talented devel-opers to aid in initial set-up, users recommended taking a basic training course to learn how to get the most out of using Magen-to. While the number of features could be overwhelming or difficult for some users, overall the flexibility of the program was a major benefit and contributed to the product’s high satisfaction ratings.


Vendor Information

Vendor: eBay (Public)Location: San Jose, CAFounded: 19952015 Revenue: $16,047.0 MMEmployees (Listed on LinkedIn): 34.7kWebsite: http://www.ebayinc.com

Magento (30)

3.9 out of 5 stars

83%

83%

82%

61%

65%

67%

Average

Average

Average

Average

Average

Average

77%

82%

79%

67%

77%

68%

Highest-Rated Features Lowest-Rated FeaturesIntegrations to add on tools

Cross Browser Support

Customization

Product Reviews

Reporting/Analytics


4

4

4

3

2Internet

Consumer Goods

Retail



http://www.ebayinc.com







8

2

Review Breakdown

Executive Summaryhybris has been named a Contender based on receiving a relatively low customer satisfaction score and having a large market presence. 91% of users rated it 4 or 5 stars and 86% of users believe hybris is headed in the right direction.

Hybris was a standout product in B2B e-commerce, according to reviewers, offering a flexible tool that was easy to install and implement. Because hybris is built on open source technologies, reviewers found that it was very easy to customize and offered a flexible framework for developers. Users liked that the product was able to manage large amounts of inventory efficiently and was able to effectively monitor online sales, and that it offered highly effective administrative tools.

While users mentioned that implementation was straightforward, some found that the interface could use improvement and dis-liked that online training was costly and only available for 30 days. Reviewers also noted that it could be difficult to hire talented resources that were trained in using hybris, and would have liked to see better documentation available. While hybris’ customiz-ability was a major advantage for many reviewers, some noted that customization could be time consuming if done incorrectly.

In spite of some complaints, users were overall satisfied with their experience using hybris. Its order management and check-out process received particularly high satisfaction ratings.


Vendor Information

Vendor: SAP (NYSE:SAP)Location: Walldorf, GermanyFounded: 19722014 Revenue: $18,857.9 MMEmployees (Listed on LinkedIn): 68.8kWebsite: http://www.sap.com

hybris (11)

4.1 out of 5 stars

93%

92%

90%

60%

60%

65%

Average

Average

Average

Average

Average

Average

84%

77%

81%

67%

68%

75%

Highest-Rated Features Lowest-Rated FeaturesOrder Management

Internationalization

Check Out Process

Product Reviews


Store Front Design Tools

3

2

2

1

1Internet

Aviation & Aerospace

Retail



http://www.sap.com







6

2

Review Breakdown

Executive SummaryIBM WebSphere Commerce has been named a Contender based on receiving a relatively low customer satisfaction score and having a large market presence. 80% of users rated it 4 or 5 stars and 79% of users believe IBM WebSphere is headed in the right direction.

IBM WebSphere Commerce offers a powerful out-of-the-box e-commerce solution, according to reviewers, who liked that the product allows users to quickly and easily build an e-commerce site. Users noted that IBM WebSphere allowed them to create a better customer experience, and that it’s strong underlying structure made it easy to learn and effective in handling large trans-action volumes. An intuitive management center, excellent catalog and promotion tabs, and flexibility of integrations were among the benefits highlighted by reviewers.

Although many reviewers praised IBM WebSphere for its power as an enterprise solution, some found that it could be clunky and slow with poor server load times. One reviewer remarked that some of the features were out-of-date or unnecessarily com-plex, while others complained about the high licensing costs. Users recommended training as a must, as the complex system could be overwhelming for new users.

Reviewers recommended that buyers considering the product think not only in terms of immediate needs, but in terms of your company’s long term goals. Doing so can help to determine whether an enterprise solution like IBM WebSphere would be a good fit.


Vendor Information

Vendor: IBM (NYSE: IBM)Location: Armonk, NYFounded: 19112013 Revenue: $99,751.0 MMEmployees (Listed on LinkedIn): 404kWebsite: http://www.ibm.com

IBM WebSphere Commerce (15)

3.8 out of 5 stars

87%

87%

86%

74%

74%

77%

Average

Average

Average

Average

Average

Average

78%

82%

81%

73%

70%

67%

Highest-Rated Features Lowest-Rated FeaturesUnified Customer experience

Content Management

Check Out Process

Mobile

Social Commerce

Product Reviews

3

2

2

1

1Business Supplies and Equipment

Apparel & Fashion

Wholesale

Computer Software

Religious Institutions

http://www.ibm.com








5

5

1

Review Breakdown

Executive SummaryNetSuite Commerce has been named a Contender based on receiving a relatively low customer satisfaction score and having a large market presence. 92% of users rated it 4 or 5 stars and 88% of users believe NetSuite is headed in the right direction.

NetSuite Commerce users described the e-commerce solution as a comprehensive product that can do anything, with mod-ules for accounting, CRM, inventory management, and more. Reviewers found that it was easy to upload files or transfer data between platforms and liked that there was real-time data available for inventory. They also noted that the platform is highly customizable, reliable, and user-friendly—users reported that it was very easy to train new users on how to use the back end software.

On the other hand, reviewers noted, training was essential for new users—reviewers repeatedly recommended taking the time to familiarize yourself with the system and suggested that it could take some time to master. Other complaints surrounding the product included occasional downtime and a lack of flexibility with other systems. Price was the most frequent complaint—users found NetSuite to be relatively expensive and cited regular price raises as making the product even more so in recent years.

That said, NetSuite nonetheless offered users a comprehensive and powerful e-commerce solution, with strong functionality, ex-cellent reporting, and good customer service. Reviewers recommended that users take substantial care during implementation to ensure a high return from the product, and plan on additional investments along the line when scaling.


Vendor Information

Vendor: NetSuite (NYSE: N)Location: San Mateo, CAFounded: 19982013 Revenue: $414.5 MMEmployees (Listed on LinkedIn): 3.4kWebsite: http://www.netsuite.com

NetSuite Commerce (12)

4.1 out of 5 stars

94%

92%

90%

57%

67%

69%

Average

Average

Average

Average

Average

Average

86%

84%

83%

77%

79%

81%


Order Management

Payment Processing

Integrations to add on tools

Customization

Check Out Process

3

2

1

1

1Electrical/Electronic Manufacturing

Consumer Electronics

Apparel & Fashion

Consumer Goods


LEADERLEADER

SPRING2015

SPRING2015

http://www.netsuite.com








3

2

Review Breakdown

Executive SummaryOracle Commerce has been named a Contender based on receiving a relatively low customer satisfaction score and having a large market presence. 71% of users rated it 4 or 5 stars and 67% of users believe Oracle Commerce is headed in the right direction.

Oracle Commerce is an enterprise-level e-commerce platform that users praised for its comprehensive and customizable functionality. Because Oracle Commerce is designed for large e-commerce sites, it is capable of handling large traffic loads and a high volume of transactions efficiently and securely. Reviewers liked that they were able to easily change the site experience without the assistance of programming staff, and that, though the backend could be daunting at first, it could be learned quickly compared to other solutions with the help of robust support services offered by the company.

While users liked that Oracle Commerce was powerful and robust, they were less satisfied with the product’s high price tag. One reviewer reported that the scale of the system meant occasional bugs and functional limitations, and another found that customi-zation could cause trouble during updates and integrations. Lack of a CMS or connectivity to payment gateways, limited promo-tion options, and an outdated interface were other complaints surrounding the product.

Overall, however, reviewers were positive in their comments regarding the system and found it to be a highly functional and flexible tool. Reviewers recommended taking advantage of the large amount of documentation available to make the most out of the system. Because the product is highly robust and complex, they also recommended selecting an implementation team carefully and ensuring that your company has sufficient resources to maintain it effectively.


Vendor Information

Vendor: Oracle (NYSE: ORCL)Location: Redwood Shores, CAFounded: 19772014 Revenue: $38,275.0 MMEmployees (Listed on LinkedIn): 137kWebsite: http://www.oracle.com

Oracle Commerce (17)

3.5 out of 5 stars

78%

77%

74%

54%

54%

55%

Average

Average

Average

Average

Average

Average

76%

79%

78%

73%

67%

70%

Highest-Rated Features Lowest-Rated FeaturesB2B Features

Customization

Product Visualization

Mobile


Social Commerce

3

2

2

2

1Consumer Electronics

Retail

Printing


Internet

http://www.oracle.com





Small Business (50 orfewer emp.)


22

1

Review Breakdown

Executive SummaryInfusionsoft has been named a Contender based on receiving a relatively low customer satisfaction score and having a large market presence. 73% of users rated it 4 or 5 stars and 74% of users believe Infusionsoft is headed in the right direction.

User reviews for Infusionsoft were highly polarized; while some praised the marketing automation and e-commerce system as an all-in-one solution, managing customer information, email campaigns, product sales, and lead generation all in one place, others reported frustrating and disappointing experiences with the product. Complaints began with the expensive “Kick Starter” package, which was intended to get new users up and running on the program but was overpriced and insufficient for a number of reviewers. A steep learning curve, unhelpful documentation, and poor reporting and billing automation were among the com-plaints users expressed with the product.

Other complaints from reviewers included billing practices, including steering users towards highly-priced payment partners and an unwillingness to provide refunds, even after admitting errors on their part. These problems, among frustration with program features, contributed to the lowest ease of use score in the category, 68% compared to a category average of 80%.

Where Infusionsoft excelled for some was its ability to build complex marketing campaigns, its API flexibility, and its ability to eliminate a number of tasks. But e-commerce users overall were dissatisfied with their experience, and it received the lowest satisfaction score within the category.


Vendor Information

Vendor: InfusionsoftLocation: Gilbert, AZFounded: 20012015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 655Website: http://www.infusionsoft.com

Infusionsoft (80)

3.7 out of 5 stars

90%

88%

88%

49%

51%

54%

Average

Average

Average

Average

Average

Average

84%

79%

78%

67%

68%

77%

Highest-Rated Features Lowest-Rated FeaturesSecurity

API’s

Test to Product Migration

Product Reviews


SEO

5

4

2

1

1Defense & Space

Cosmetics

Internet


Management Consulting

http://www.infusionsoft.com








2

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Review Breakdown

Executive SummaryVolusion has been named a Niche Vendor based on receiving a relatively low customer satisfaction score and having a small market presence. Volusion received the lowest Satisfaction score among e-commerce platform products. 60% of users rated it 4 or 5 stars and 53% of users believe Volusion is headed in the right direction.

Volusion reviewers described the program as an excellent starter e-commerce solution, with all of the functionality required to meet a company’s basic needs. While it offers fewer bells and whistles than other e-commerce tools, it nonetheless offers robust features and an easy-to-manage hosting platform with fast implementation times. Reviewers liked that there were a number of marketing and SEO options available, and found that the professional services team was useful in designing key landing pages. One reviewer highly recommended taking advantage of the professional services team early on to maximize the effectiveness of the design and SEO right from the beginning.

While reviewers felt that Volusion is a strong solution for newcomers, some suggested that more advanced users might outgrow the product. A lack of an a/b testing environment, fewer advanced features, and poor mobile responsiveness were among the limitations reviewers noted. They also mentioned that the shopping cart was better designed for B2C than for B2B. Finally, some reviewers mentioned that they would have liked to see better customer support, specifically a single account manager point of contact.

In spite of its limitations, reviewers recommended Volusion as a good option for the less tech- or marketing-savvy user.


Vendor Information

Vendor: VolusionLocation: Austin, TXFounded: 19992015 Revenue: n/a (private company)Employees (Listed on LinkedIn): 403Website: http://www.volusion.com

Volusion (15)

3.2 out of 5 stars

87%

86%

86%

37%

44%

45%

Average

Average

Average

Average

Average

Average

84%

77%

84%

67%

73%

70%

Highest-Rated Features Lowest-Rated FeaturesSecurity

SEO

Admin Access Rights


Mobile

Social Commerce

4

3

2

1

1Consumer Goods

Biotechnology


Retail

Internet

http://www.volusion.com





Satisfaction RatingsG2 Crowd users rated e-commerce software vendors’ ability to satisfy their needs as shown in the table below.

Satisfaction

Likely to Recommend 91% 89% 90% 89% 85% 82% 77% 81% 76% 81% 69% 70% 64% 80%

Product Going in Right Direction? 96% 88% 84% 86% 94% 88% 78% 86% 79% 88% 67% 74% 53% 81%

Satisfaction by Category

Meets Requirements 87% 89% 92% 88% 87% 83% 80% 86% 83% 79% 78% 81% 70% 83%

Ease of Admin 89% 88% 92% 87% 78% 85% 72% n/a 71% 79% 69% 76% 82% 81%

Ease of Doing Business 89% 92% 90% 91% 84% 82% 79% n/a 74% 79% 75% 84% 75% 83%

Quality of Support 86% 92% 88% 95% 87% 84% 69% 80% 78% 68% 64% 80% 79% 81%

Ease of Setup 94% 84% 89% 86% 76% 81% 61% n/a 67% 62% 64% 65% 75% 75%

Ease of Use 93% 85% 94% 89% 83% 82% 71% 76% 77% 77% 73% 68% 70% 80%

Average Sat by Category 90% 88% 91% 89% 83% 83% 72% 81% 75% 74% 71% 76% 75% 81%

NPS

Net Promoter Score (NPS) (Range from -100 to +100) 64 70 80 53 50 38 13 27 -7 42 -12 38 -13 34

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* n/a is displayed when fewer than five responses were received for the question.



Feature ComparisonG2 Crowd users have evaluated e-commerce software products by feature. Feature ratings are representative of reviewers’ overall satisfaction with each feature and do not necessarily take into account the breadth of individual product features. The re-sults are shown below.

Merchandising/Marketing

Store Front Design Tools 86% 82% 88% 81% 77% 77% 73% 65% 79% n/a 67% 66% 58% 75%

Product Visualization 84% 83% 94% 84% 73% 83% 78% 69% 77% n/a 74% 69% 64% 78%

Recommendations/Personalization 71% 80% 92% 83% 69% 75% 69% 71% 80% n/a 71% 58% 58% 73%

Promotions and Discounts 77% 78% 92% 86% 86% 81% 73% 76% 84% n/a 67% 75% 70% 79%

Abandoned Cart Tools 75% 69% 91% 73% 57% 86% 67% 60% 77% n/a 61% 51% 52% 68%

Product Reviews 73% 68% 63% 84% 61% 60% 77% n/a 67% 49% 67% 67%

SEO 82% 79% n/a 79% 78% 87% 73% 78% 80% n/a 71% 54% 86% 77%

Average Merchandising/Marketing 78% 77% 91% 81% 72% 82% 71% 68% 79% n/a 68% 60% 65% 74%

Product Catalog

Content Management 89% 89% 94% 87% 77% 89% 76% 82% 87% 77% 69% 74% 73% 82%

Configured Products 86% 89% 87% 84% 81% 81% 82% 82% n/a 70% 76% 74% 81%

Product Search and Filtering 82% 80% 94% 79% 73% 68% 86% 77% n/a 74% 66% 60% 76%

Intangible Products 81% 70% 94% 79% 67% 88% 79% 83% 78% n/a 64% 70% n/a 78%

Average Product Catalog 85% 82% 94% 84% 77% 83% 76% 83% 81% 77% 69% 72% 69% 79%

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(Feature Comparison continues on next page)

* n/a is displayed when fewer than five responses were received for the question. An empty tile indicates that the feature is not offered.



Feature Comparison (continued)

Order Process

Check Out Process 83% 86% 95% 89% 70% 89% 76% 90% 86% 69% 60% 76% 80% 81%

Shipping Options 84% 87% 95% 84% 75% 86% 76% 86% 86% 80% 73% 64% 76% 81%

Tax Display and Processing 80% 86% 95% 81% 74% 86% 74% n/a 82% 86% 68% 71% 78% 80%

Payment Processing 82% 91% 95% 90% 75% 83% 74% 89% 82% 90% 68% 78% 81% 83%

Order Management 88% 83% 96% 92% 75% 89% 77% 93% 82% 92% 70% 76% 78% 84%

Returns/Refunds 83% 88% 96% 84% 78% 88% 76% n/a 82% 89% 59% 69% 60% 79%

Inventory Management 84% 78% 96% 79% 82% 75% 83% 82% 83% 68% 57% 57% 77%

Cross Channel Fulfillment 87% 77% 97% 93% n/a 78% 75% n/a 82% n/a 70% 70% 51% 78%

Average Order Process 84% 85% 96% 88% 75% 85% 75% 88% 83% 84% 67% 70% 70% 80%

Multi-Channel Support

Unified Customer experience 83% 85% 94% 76% 64% 86% 71% 83% 87% n/a 66% 79% 57% 78%

Mobile 86% 84% 93% n/a 61% 89% 71% n/a 74% n/a 54% 71% 44% 73%

Social Commerce 82% 79% n/a 63% 84% 71% 80% 74% n/a 55% 63% 45% 70%

Customer Service 90% 83% 95% 85% 67% 78% 71% 80% 80% n/a 63% 75% 60% 77%

Store Locator 82% 76% 70% n/a 69% n/a 86% n/a 60% 66% n/a 73%

Integration with 3rd Party Stores 76% 71% n/a 76% 66% 73% n/a 80% n/a 54% 73% 37% 67%

B2B Features 79% 79% 98% n/a n/a 75% 86% 78% n/a 78% 83% 49% 78%

Average Multi-Channel Support 83% 80% 95% 81% 67% 81% 72% 82% 80% n/a 61% 73% 49% 74%

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(Feature Comparison continues on next page)




Feature Comparison (continued)

Platform

API's 89% 80% 94% 80% 70% 81% 82% 86% 82% n/a 69% 88% 48% 79%

Customization 87% 88% 95% 79% 84% 75% 82% 82% 80% 67% 77% 82% 55% 79%

Integrations to add on tools 85% 86% 95% 81% 78% 79% 83% 81% 78% 57% 70% 81% 48% 77%

User management 89% 91% 92% 86% 81% 89% 81% 82% 80% 77% 66% 76% 79% 82%

Reporting/Analytics 89% 81% 94% 90% 75% 80% 65% 74% 77% 77% 62% 69% 68% 77%

Security 86% 92% 94% 92% 86% 80% 76% 82% 80% 86% 68% 90% 87% 84%

Multi Site Management 73% 98% 90% 84% 77% 81% 81% n/a 70% 87% n/a 82%

Admin Access Rights 86% 88% 97% 87% 87% 89% 81% 84% 79% n/a 69% 82% 86% 84%

Test to Product Migration 69% 81% 95% 79% 86% 73% 76% 81% n/a 68% 88% 54% 77%

Internationalization 67% 72% 95% 86% 86% 68% 92% 82% n/a 60% 79% 51% 76%

Cross Browser Support 89% 87% 98% 91% 85% 81% 83% 80% 81% n/a 65% 64% 81% 82%

Performance and Reliability 90% 94% 96% 90% 88% 90% 78% 80% 80% 94% 67% 80% 86% 86%

Average Platform 83% 85% 95% 86% 83% 83% 77% 82% 80% 76% 68% 81% 68% 80%

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Customer Segments ServedE-commerce products serve a range of small, mid-market, and enterprise customers. The table below shows the breakdown by reviewers’ company size.

Customers by Size

Small Business (50 or fewer emp.) 63% 90% 40% 27% 7% 70% 48% 0% 0% 45% 21% 96% 77% 44%

Mid-Market (51-1000 emp.) 26% 10% 40% 64% 21% 30% 48% 20% 25% 45% 64% 0% 15% 31%

Enterprise ( >1000 emp.) 11% 0% 20% 9% 71% 0% 4% 80% 75% 9% 14% 4% 8% 23%

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Deployment and ImplementationDeployment and implementation data for e-commerce products is shown below.


Deployment Method

Cloud 100% 100% 100% 100% 100% 78% 75% 40% 0% 100% 100% 100% 82%

On-Premise 0% 0% 0% 0% 0% 22% 25% 60% 100% 0% 0% 0% 18%

Implementation Time

Avg. Months to Go Live 0.9 1.5 3.3 2.8 6.2 1.9 4.9 n/a 7.8 n/a 8.1 1.0 1.8

Implementation Method

Led by In-House Team 92% 69% 67% 75% 0% 75% 53% 50% 40% 50% 13% 75% 91%

Led by Vendor PS 0% 7% 33% 25% 0% 0% 11% 0% 20% 25% 13% 8% 0%

Led by 3rd Party 8% 24% 0% 0% 100% 25% 37% 50% 40% 25% 75% 17% 9%

Number of Users Purchased

Median Number of Users Bought 3 3 12 394 n/a 3 3 n/a n/a n/a 175 5 3

Contract Term

Avg. Contract Term (Months) 4 3 12 8 n/a 1 7 n/a n/a n/a n/a 2 3

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User Adoption and ROIG2 Crowd reviewers shared their average adoption levels and return on investment in the table below.


User Adoption

Average User Adoption 61% 93% 81% 86% 91% 69% 72% n/a 56% n/a 63% 89% 98% 78

Avg. Payback Period (Months) 4 6 n/a n/a n/a 5 17 n/a n/a n/a n/a 6 6 7

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Vendor Market PresenceKey data on each vendor’s overall scale and market presence is shown below.


Vendor Information

Vendor Name Shopify Miva, Inc. Avangate cleverbridge Demand-ware

Big-commerce eBay SAP

Year Founded 2006 1997 2006 2005 2004 2009 1995 1972

Revenue ($MM) n/a n/a n/a n/a $104 n/a $16,047 $18,858

Employees on LinkedIn (Vendor) 534 68 168 168 613 383 34,654 68,798

LinkedIn Followers 16,205 497 2,595 1,219 10,555 9,153 178,981 589,504

Twitter Followers 159,775 25 2,739 1,321 5,792 34,549 499,621 155,255

Klout Score 83.0 49.0 54.0 47.0 55.0 65.0 94.0 89.0

Alexa Web Traffic Rank 584 95,971 4,77 11,578 40,318 3,561 26,76 2,224

Vendor Information

Vendor Name IBM NetSuite Oracle Infusionsoft Volusion

Year Founded 1911 1998 1977 2001 1999

Revenue ($MM) $99,751 $415 $38,275 n/a n/a

Employees on LinkedIn (Vendor) 403,847 3,395 137,115 655 403

LinkedIn Followers 2,363,266 67,155 1,447,890 9,327 4,807

Twitter Followers 203,119 545,935 351,132 34,512 34,413

Klout Score n/a 82.0 87.0 70.0 64.0

Alexa Web Traffic Rank 763 2,251 415 397 8,493

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Rating Changes and DynamicsThe ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up through May 11, 2015. The ratings may change as the products are further developed, the vendors grow, and as additional opinions are shared by users. G2 Crowd updates the ratings on its website in real-time as additional data is received, and we will update this report at least twice per year. By improving their products and support and/or by having more satisfied customer voices heard, con-tenders may become leaders and niche vendors may become high performers.

TrustKeeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user’s identity and employer and verify all reviews manually. We do not allow users to rate their employer’s products or those of their employ-er’s competitors. Though we share reviews from business partners (they often contain valuable content), we filter out business partner ratings in our aggregate ratings to avoid bias.

Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data ag-gregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings.

Grid Inclusion CriteriaAll products in a G2 Crowd category that have at least 10 reviews from real users of the product will be included in the Grid℠. Inviting other users, such as colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process.

If an e-commerce product is not yet listed on G2 Crowd and it fits the market definition above, then users are encouraged to suggest its addition to our E-Commerce Platform category.

https://www.g2crowd.com/categories/e-commerce-platform

e-commerce platforms - miva merchante-commerce platforms are designed to facilitate the sale of...

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