2020 saw consumers and business buyers make greater use of digital channels to make their purchases. Forces driving this trend toward digital purchasing channels are both longer term in nature (e.g., offering a convenient and attractive new channel) and unique to 2020. While COVID-19 spurred faster-than-expected growth to ecommerce, it reflects a steady move of wallet share to digital channels that will continue in the years to come. This makes an organization’s digital commerce platform an essential component of their business strategies going forward.
Interviewed Adobe customers described how they have leveraged Adobe Commerce Cloud to address and win significant new online and omni-channel seller business opportunities, resulting in sizable incremental revenue gains. They linked their use of Adobe Commerce to these revenue gains in various ways but stressed that having a robust, flexible, and customizable platform has enabled them to meet the expectations of existing and new customers and face challenges presented by changing customer preferences as well as the COVID-19 pandemic. As a result, they are achieving better business results through their omni-channel commerce operations and better serving their customers. IDC calculates that interviewed Adobe Commerce Cloud customers will achieve overall value worth an average of $6.54 million per year per organization ($32,100 per $1 million in platform sales), which would yield an average three-year ROI of 247%.