top of page

SERVICES

Our solutions and services leverage our extensive experience and deep expertise helping companies drive significant growth and implement operational efficiencies in ecommerce and digital engagement.

Digital Transformation.png
Organizations must evolve and transform in this ever-changing digital world to get ahead – or stay ahead – of the competition.  Today, successful brands anticipate and deliver on customers’ needs and expectations, implement technological innovations, and optimize operational processes.
 
Digital growth relies on understanding how your market engages with technology and how changes in customer behavior and expectations impact your business.  Consumers and brands are both confronted by the challenges, influences and impacts of the 4thIndustrial Revolution – including AI (artificial intelligence), IoT (the internet of things), and 5thgeneration wireless technologies.  No industry or vertical is immune.  Whomever “owns” the customer – whether that customer is internal or external – is closest to what digital disruption and transformations are desired, expected and/or needed, and has the greatest need for these digital evolutions.
 
Kapstone Partners facilitates and leads the smart implementation of technology and digital solutions that deliver on the the core areas of digital transformation:
  • Propelling your business ahead of the competition
  • Achieving operational efficiencies
  • Anticipating and exceeding customer expectations
​
Kapstone Partners analyzes each of the four primary sources of digital disruption and transformation and assesses the impact on your business – currently and into the future – focusing on opportunities for growth:
  1. Technological innovation
  2. Changes in customer behaviors and demands
  3. Advent of new inventions
  4. Evolution of your business ecosystem
 
Our approach systematically evaluates these areas independently and holistically, culminating in a clear and practical set of findings, strategies and actionable recommendations. Our insights are designed to deliver intelligent and measurable methods for evolving your digital business, delivering valuable solutions around your customer experience, internal talent & organizational structure, and all day-to-day operational aspects of your business.
​​Selecting the right ecommerce technology solutions for your business and ensuring implementations are optimized, are foundational to achieving digital success.
 
It’s more than the core ecommerce platform. Whether your business is primarily B2C, B2B, B2B2C, or all of the above, KapstonePartners evaluates your full ecommerce tech stack and integrations, in order to ensure system efficiency, extensibility, scalability and security. 
​
Areas of focus include:
  • Data: accurate data collection, governance, systems mapping
  • Customer data integration – online and offline
  • Cross-channel customer identification and experience personalization
  • Security: utilization of highly secure payment processing, fraud prevention solutions, and data security protocols
  • Defining solutions to continuously monitor, track and optimize the systems
  • Content-commerce integration
  • Visual and content merchandising
  • Cross-channel pricing and promotion management
  • Ensuring a seamless user experience across all digital touchpoints
​
Our Ecommerce Technology solutions and services include: 
  1. Requirements Definition
    • Customer (both B2C and B2B) 
    • Business 
    • Functional 
    • Technical
  2. Maturity Model Analyses & Roadmap Development
  3. System Review & Optimization Recommendations
  4. Solution Strategy & Architectural Design
  5. System Assessment & Selection Process Management
  6. Vendor & System Integrator Assessment & Selection Process Management
  7. Implementation / Re-platforming Project Management & Oversight
Ecomm Tech.png
Ecomm Ops.png
Whether your ecommerce focus is primarily B2C, B2B, or B2B2C, efficiently operating and continually optimizing your webstore(s) is key to driving ecommerce revenue growth while lowering costs.  
 
Areas of focus include:
  • Assorting a collection to support the brand’s strategies
  • Optimizing depth of assortment – core product, sale product, hard to find product & unique product
  • Coordinating promotion strategy 
  • Competitive pricing strategies
  • Analysis to inform merchandising decisions
  • Leveraging the channel for testing new products and pricing models  
  • Optimizing logistics and shipping times
  • Quality and convenience enhancement
  • Scalable, flexible capabilities for peak season(s)
  • Brand-appropriate, flexible, scalable, and optimized Customer Service
  • Cost-effective and efficient infrastructure
​
Our Ecommerce Operations solutions & services include:
  1. Assessments of People & Processes (B2C and/or B2B)
  2. Maturity Model Analyses & Roadmap Development (B2C and/or B2B)
  3. Day-to-Day Store Operations & Ongoing Optimization
  4. Customer Care System, Process, Toolset & Optimization Solutions
  5. Merchandising System, Process, Toolset & Optimization Solutions 
  6. Content Management System, Process, Toolset & Optimization Solutions
  7. Supply Chain, Fulfillment & Logistics Optimization
  8. Programs for Continuous Data Measurement & Analysis
The success of your digital and ecommerce channel starts and ends with your customers. Delivering an optimal experience – end to end – is vital to their continual and increasing engagement with your brand, site/store and products. 
​
We work with you to truly understand the unique nature of your business by collecting real customer insights – needs, expectations, behaviors and preferences – related to your brand and products, and to your competitors’, in order to fully understand:
  • How, when, where and why do your customers engage with your brand or with your competitors?
  • Customers’ researching and shopping motivations and behaviors
  • Customers’ motivations, behaviors and preferences around buying
  • How do they engage and share with their family, friends, business colleagues, etc.?
  • What are their media consumption habits and preferences?
 
Then we develop a comprehensive Customer Journey Map expressing all the various customer touchpoints, with recommendations and a playbook for optimizing customer engagement at all points throughout their journey, including through the digital user experience, visual design & content.  
 
The Customer Journey Map and playbook typically address the following components, among many others:
  • Implementing innovative user-oriented features & functionality 
  • Comprehensive approach and ongoing focus to leveraging data and analytics
  • Approach to bringing products to life online with rich information, imagery & tools
  • Personalization and cross-channel customer identification
  • Formalized loyalty approach
  • Ongoing test-and-learn process
​
Our Customer Experience Optimization services and solutions include:
  1. User Experience (UX) and Design Review
  2. Market research, customer research, and/or usability testing solutions
  3. Customer Journey Mapping 
  4. Conversion Rate Optimization Programs and Solutions
  5. A/B Testing Program Development 
  6. Personalization Programs and Solutions
CX optimization.png
Digital Marketing.png
“If you build it they will come.”  – Field of Dreams
​
Unfortunately, in the world of commerce that’s NOT true.  If you build a great ecommerce presence, customers will NOT just show up.  Targeted, aggressive, efficient traffic and demand generation is critical to acquiring and retaining your best customers.
 
KapstonePartners has deep expertise in producing comprehensive, proven, scalable marketing programs that support the following:
  • Insights into how customers interact with various marketing channels and campaigns
  • Optimizing performance marketing programs, leveraging strong data analytics and attribution
  • Ensuring close alignment and coordination with multi-channel brand marketing initiatives
  • Intelligently shifting marketing dollars to digital with ROI measurement
  • Activation of test-and-learn investments in emerging channels
  • Implementation of programs to continually test, analyze, learn and optimize
​
Our Digital & Omni-Channel Marketing services and solutions include:
  1. Audit and Assessment of Current Marketing Programs and Campaigns
  2. Customer Acquisition and Retention Optimization 
  3. CRM and Loyalty Program Development and Improvement 
  4. Marketing and Media Plan Development
  5. Investment Model Development and ROI Modeling 
  6. Vendor / Tool Recommendations and Selection Process Management
  7. Agency Selection Process Management 
Growth is the the goal of every business. But developing and executing strategies, solutions and programs that deliver efficient growth that aligns with broader corporate initiatives is key to success.
 
We prepare models that forecast the performance of digital, ecommerce and marketing growth strategies and solutions over 6 to 36 months. This visibility helps leadership with planning, prioritization and budgeting.  We also facilitate consensus-building workshops with cross-functional teams, including executive leadership, to develop alignment and ensure full organizational buy-in.
 
Kapstone Partners provides the following Growth Modeling Solutions and Services:
  1. Corporate Strategy Alignment
  2. Comprehensive Business Planning
  3. Efficiency Opportunity Analyses
  4. 3-year Growth Planning, Investment Modeling, Resourcing and Budgeting
  5. ROI Analysis and Scenario Modeling
  6. Cross-team Goal Alignment 
  7. Team Alignment Facilitation and Executive Consensus Building
Growth Modeling.png

© 2018 by Kapstone Partners, LLC

bottom of page