B2B Online Chicago 2020

August 05 - 06, 2020

Chicago Marriott Downtown

Nate Hewitt, Executive Director, eCommerce at Klein Tools
Klein Tools Logo

Nate Hewitt


Executive Director, eCommerce
Klein Tools

Check out the incredible speaker line-up to see who will be joining Nate.

Download The Latest Agenda

Day Two: Optimizing The Customer Journey Online & Offline

Tuesday, April 21st, 2020


3:10 PM Panel Discussion: Keeping Them Coming Back: Retaining Customers Long Term

You know your customers are buying elsewhere. The rise of eCommerce and marketplaces have provided more options than ever before to easily make purchases, and customer retention has become a top priority as B2B businesses work to retain market share. Panelists will discussed tried and tested strategies to deliver value to the customer and prevent them from leaving, including:

  • Engaging and re-engaging customers across the full-lifecycle for a 360 view of the customer
  • Providing a seamless purchasing experience: understanding what customers need to serve their business needs and have a frictionless transaction
  • Connecting CX to analytics to anticipate customer needs
  • Linking CRM to marketing automation to facilitate customer communication post-purchase
  • Identifying methods to overcome the hurdles of having one-time buyers and increasing your retention rates
  • Modernizing the post-sale experience, looking at mimicking B2C buyer expectations