CHALLENGE
An eCommerce Marketplace sought to deepen its understanding of the SMB vendor experience across a fragmented landscape of competing platforms. To remain a preferred partner for sellers, the client needed to map the day-in-the-life of vendors, identify specific pain points within current tools, and predict emerging trends that would define the future of seller platform functionality.
THE GLG APPROACH
GLG facilitated a high-touch qualitative research engagement led by a Project Consulting Lead with over 20 years of expertise in retail, CPG, and business case development. This seniority was critical in translating raw seller feedback into a strategic roadmap that would resonate with the client's executive leadership.
The research utilized a custom-recruited panel to ensure a comprehensive view of the marketplace ecosystem.
The study focused on:
- Day-in-the-Life Analysis: Mapping the operational workflow of SMB sellers to identify where platform friction occurs.
- Competitive Differentiation: Deep-diving into the specific features offered by major players to benchmark the client's standing.
- Feature Prioritization: Identifying the specific functionality and tools sellers need to improve their sentiment and operational efficiency.
- Custom Expert Access: Conducting N=8 in-depth interviews with experts approved by the client for their specific knowledge of marketplace tools.
OUTCOME
The project lead synthesized the findings into a comprehensive 50-page report. This deliverable went beyond data to include an executive summary, strategic recommendations, and powerful qualitative insights that brought the seller experience to life for the client's internal teams.
