The Components of an E-commerce Tech Stack
An e-commerce tech stack consists of various layers, each playing a specific role in ensuring smooth operations. The visual outlines the key layers of an e-commerce tech stack, and here’s a breakdown of each:
A. Marketing Layer
This layer is responsible for attracting and retaining customers through various channels and campaigns. It includes tools that manage customer data, loyalty programs, and marketing automation.
Components:
- A01: CRM – Customer Relationship Management tools for tracking customer interactions.
- A02: MAM – Marketing Automation for automating campaigns like emails.
- A03: CDP – Customer Data Platforms to centralize and manage customer data.
- A04: Loyalty – Loyalty program management systems.
- A05: Analytics – Tools to analyze marketing performance.
- A06: SMM – Social Media Management platforms to manage and schedule social content.
B. Sales Channels Layer
This layer manages all the different ways your business can sell products, whether online or offline, ensuring seamless omnichannel experiences.
Components:
- B01: Web – Your primary online storefront (website).
- B02: Wholesale – Platforms to manage wholesale operations.
- B03: Retail POS – Point-of-sale systems for physical stores.
- B04: Social Media – Social commerce platforms to sell directly via social channels.
- B05: Marketplace – Integration with online marketplaces like Amazon or eBay.
- B06: Voice AI – Voice-enabled commerce through assistants like Alexa or Google Home.
C. Commerce Layer
The core of your e-commerce business, this layer facilitates all online and offline sales operations, from content management to cart and payment systems.
Components:
- C01: Layout (UX) – User experience layout design.
- C02: Identity (UI) – User interface design and management.
- C03: Content – Tools for managing website content and product information.
- C04: Master Data – Centralized data management to maintain consistency across platforms.
- C05: Cart – Online shopping cart systems for customers to make purchases.
- C06: PIM – Product Information Management to centralize product data across channels.
- C07: OMS – Order Management Systems to track orders and manage fulfillment.
- C08: CMS – Content Management System for managing website content.
D. Service Layer
The service layer ensures excellent customer service, handling both pre- and post-purchase support, returns, and repairs.
Components:
- D01: CSH – Customer service hub to manage customer queries and feedback.
- D02: VOC + NPS – Voice of Customer and Net Promoter Score to gauge customer satisfaction.
- D03: Returns – Manages product returns and exchanges.
- D04: Refunds – Handles refunds for returned items.
- D05: Recycle – Programs to manage product recycling.
- D06: Repair – Systems to manage product repairs.
E. Integration Layer
This layer allows your e-commerce systems to connect with external partners and third-party services, like payment providers and logistics companies.
Components:
- E01: PSP – Payment Service Providers for processing payments.
- E02: WMS – Warehouse Management Systems to manage stock and fulfillment.
- E03: LSP – Logistics Service Providers for managing shipping and deliveries.
- E04: Data Gateways – Ensures smooth data exchange between systems.
- E05: Backups – Systems for securing and backing up data.
F. Operations Layer
The operations layer is essential for running internal business processes efficiently, from inventory management to accounting.
Components:
- F01: Purchasing – Systems to manage purchasing and supplier relationships.
- F02: Inventory – Tools to track inventory levels and manage stock.
- F03: Forecasting – Demand forecasting tools for predicting sales.
- F04: Manufacturing – Systems to manage manufacturing processes.
- F05: Accounting – Accounting software for managing finances.
- F06: PLM – Product Lifecycle Management systems.
G. Foundational layer
Core systems enabling reliable operations:
- G01: Integrations platform
- G02: Monitoring APM
- G03: Deployment - CI/CD
- G04: Uptime - SRE
- G05 Incident tracking