Online sales climbed 24% year over year, while Best Buy’s overall sales were flat.
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That’s the challenge all e-retailers face, experts say. Maintenance and support can be a huge resource drain on information technology staff and can inhibit growth, what Walker of Forrester Research calls the “innovation burden.” “There’s a fundamental challenge when retailers support homegrown technology internally,” he says. “They are constrained from moving forward because of limited resources.”
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