April 29 - May 01, 2019
Chicago Marriott Downtown
Defining Omnichannel Excellence in B2B
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By now, most B2B brands recognize that the Internet has upended the world of corporate purchasing. Customers who once relied on printed catalogs and placed orders through sales reps are increasingly ordering online using self-service tools, using mobile devices for research, and sharing feedback on suppliers via social media. As a result, B2B online sales are forecast to top $1.1 trillion by 2020, comprising 12% of all B2B sales. To put those numbers in perspective, the forecasted revenues for B2B eCommerce this year total $780 billion, more than double the $334 billion projected for all of direct-to-consumer retail sales online.
In response to this burgeoning growth, business-to-business providers are stepping up investment in online initiatives. Half of B2B executives in 2013 said they would upgrade their core eCommerce platform by this year, compared with just 12% of eBusiness executives overall. Initial reports from those who’ve begun focusing on digital initiatives are positive. B2B executives report that customers who’ve migrated online are more likely to try new offerings, make repeat purchases, and spend more than offline-only customers. Simultaneously, the costs are lower to support purchasers taking advantage of self-service online tools
With such clear signals from the marketplace and the industry, many B2B merchants can rationalize investment in their online offerings. But when it comes to mapping exactly how to invest, the devil is in the details. As B2B vendors strive to follow along, they encounter the same problems many B2C merchants face – a huge array of potential priorities and a seemingly-overwhelming rate of change within the marketplace. Just a few of the challenges B2B providers must contend with:
A merging B2B/B2C marketplace. Some of the largest names in B2C commerce, such as Amazon and Google, are playing a growing role in B2B purchasing. As in direct-to-consumer eCommerce, Amazon is emerging as a force to be reckoned with, having just relaunched and renamed its B2B site, Amazon Business. Fully 45% of B2B purchasers say they’ve purchased on the Amazon site, and a quarter of those report using it frequently. The exponential growth of mobile. While less than half of B2B executives currently report that even 10% of their online revenues come from mobile devices, workers are increasingly using multiple devices on the job. That means B2B vendors can expect to see the same “mobile-first” shift already underway in B2C eCommerce, where the majority of brand interactions occur via mobile touchpoints. B2B vendors are cognizant of the need to adapt, with 58% reporting that mobile functionality is a top investment priority.
Growing expectations for seamless, unified experiences across touchpoints. While shoppers appreciate the convenience of being able to shop via a variety of touchpoints, research shows they also crave consistency when it comes to products, pricing and promotions. For B2B brands, that means connecting call center and catalog operations with the eCommerce site, as well as giving sales reps on the road insights into customers’ online activities.