Gartner Research

How to Manage Digital Commerce Metrics

Published: 15 March 2017

ID: G00318620

Analyst(s): Melissa Davis, Sandy Shen

Summary

Application leaders responsible for digital commerce technologies are often overwhelmed by the amount of digital commerce metrics, and can lose focus. Start by building a single dashboard spanning corporate, customer, process and operations, to show causality and drive business outcomes.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Single, Cross-Functional Dashboard for Digital Commerce
  • Define the Hierarchy of Digital Commerce Metrics
    • Corporate Level: Ultimate Measurements of Digital Commerce Performance
    • Customer Level: Leading Indicators of Digital Commerce Performance
    • Process Level: Effectiveness of Digital Commerce Processes
    • Operational Level: Operational and Technology Efficiency
  • Set Benchmarks Based on Capabilities and Business Goals
  • Advocate for Employee KPI Alignment With Commerce Metrics

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