Many companies have seen gains from e-commerce—but fewer have achieved the transformational results they seek. By combining digital expertise and strategy, we help businesses set and realize a bold vision for their online channels.

Winning with e-commerce—seeing truly transformational results—takes more than digital platforms and expertise. It requires a holistic strategy and a relentless focus on business value. It means thinking creatively about the customer journey. It demands the right roles and enablers as well as integrating channels and functions so they enhance—and build upon—each other. And crucially, it involves carefully choreographing all of these levers.

Our Approach to E-Commerce

By combining digital expertise and strategy, we help companies seize the full potential of e-commerce. There are a lot of things to get right: e-comm pricing and digital product strategies; digital organization and operating models; new ways of working; cutting edge technologies; and new insights about what works—and doesn’t work—for e-sales. We take an end-to-end approach—one designed to spark innovation, deliver value quickly, and enable companies to continue on the path long after we’ve left the scene.

Our e-commerce approach is centered around three key pillars:

  • Set the direction. We help develop a vision—and the business case—for online sales and services. Typically, this means shifting the focus: from isolated initiatives to an omnichannel e-commerce strategy, and from “boxes and buttons” to a holistic view of the customer journey. We help companies optimize their e-comm product mix and pricing, so channels support—not conflict with—each other, and create a roadmap for both near- and long-term success.
  • Define the customer journey. By taking a customer-centric perspective, we create experiences that are both compelling and intuitive. We help companies optimize their digital marketing, leverage partnerships and online marketplaces, build a complete ecosystem with advocacy and social media, and link channels—online and offline—in dynamic and seamless ways.
  • Support the experience. We create a foundation for launching e-commerce solutions—and generating value—rapidly. While the recipe differs from one company to another, the key ingredients are the same: a modular, flexible technology platform; a high-performing operating model; specialized talent; and agile, cross-functional teams. We help develop all of the above. And through robust change management, we support—and embed—the new ways of working.

Different companies are at different stages of their online sales and service journey. So we work closely with businesses to understand where they are today, where they want to be tomorrow, and how they can best reach their goals. This means launching e-commerce from scratch for companies not yet doing it. But it can also mean optimizing existing platforms to extract maximum value from them. Or improving digital marketing efficiency, or enhancing the e-sales experience. Whatever the need—and the ambition—we can flexibly provide the expertise, the insights, and the results: everything from focused strategy to comprehensive digital build solutions.

Meet Our E-Commerce Consulting Team

Our E-Commerce Tools and Resources

We bring an operator’s perspective to e-commerce—because we’ve been there. Before joining BCG, many of our experts were setting up and operating e-commerce businesses. We also leverage our global network of industry, functional, and technical experts: thought leaders in marketing and sales, organizational design, agile ways of working, analytics and AI, digital transformation, and more.

Our e-commerce consulting draws on all of these capabilities—including the specialized resources of BCG GAMMA, BCG Platinion, and BCG Digital Ventures. This hybrid strategy and digital approach is what make our teams unique and poised to tackle the challenges—and opportunities—of your business.

We also draw upon proprietary BCG tools, which help us gauge where your company stands—and how best to shape its e-commerce strategy.

Learn More About E-Commerce

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