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Overall Infos

All of the most successful e-commerce businesses have adopted scalable solutions for CX

A whole set of customer journeys needs to be assessed, shaped, and optimized to deliver value to the customers

For complex and transactional sales companies

Shift towards omnichannel sales:

Facts:

Self-service sales growth represents 26% of total sales growth

Companies in the top quartile of self-service sales growth grew 62% faster than their competitive peers

Self-service sales cut costs by 13% compared to traditional methods

On average, customers prefer ser-service to face-to-face contact by ratio of 4:1

Self-service sales transaction have increased by 10% year-over-year

Even in complex sales, 78% of buyers were with using a self-service portal

Companies that have implemented hybrid sales models see a 31% improvement in salesforce productivity

B2B buyers who order and pay digitally through digital commerce have an AOV 11% higher then buyers using manual sales processes

There are no exceptions. All B2B customers prefer omnichannel, no matter their industry, country, size, or customer relationship stage.

B2B loyalty is up for grabs. Customers are more willing than ever to switch suppliers to gain exceptional omnichannel experiences.

A majority of B2B buyers are willing to spend $50,000 or more online

Nearly 70% of US B2B buyers are utilizing digital channels for buying decisions.

79% of companies reported that their self-service channels had the highest customer satisfaction ratings

89% of companies that experienced the highest growth rates and financial performance integrated omnichannel capabilities into their sales processes.

89% of B2B customers say that when companies provide a smooth sales experience across channels, their loyalty increases.

85% of large-scale B2B buyers said they are more likely to buy from a company that offers relevant product recommendations across multiple channels.

Hindrances

Poor customer experience

Complexity of customer services

Confidence in making the best business decision

Suppliers that make buying easier win big

Customers need guidance online much more urgently than in analog business

Desire for orientation and advice

Consumerization of B2B commerce, yet in a more complex landscape

B2B

Our solutions

Catalog: Build a fit-for-purpose catalog for complex products not served well by existing production management systems. We help clients present complex products in a ‘single source of truth’ product catalog—with the data and attributes that customers need to effectively self-serve.

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