Winning CX Competition In B2B Digital Commerce (with abstract)
| Winning CX Competition In B2B Digital Commerce (with abstract) | |
|---|---|
| Published By | Forbes Articles |
| Publish Date | Mar 07, 2024 |
| Authors | Evgeny Grigul |
| Topics | B2B, Digital customer experience in B2B |
| Statistics | |
| Article Size | words |
| Diagrams | No |
| Downloadable Version | No |
| Reviewers | |
| Page Owner | Nikolay Sidelnikov |
| Summary Author | Nikolay Sidelnikov |
Abstract
The article Winning CX Competition In B2B Digital Commerce by Forbes is devoted to key practices of customer experience management in B2B that would help B2B companies to act more consciously when work out a digital commerce strategy and implement it.
This article would be interesting for a range of professionals involved in business strategy, customer experience management, digital marketing, and e-commerce within both B2B and B2C sectors.
The first part is devoted to the problem of CX quality measurement. To ensure a stellar, distinctive digital customer experience, companies must master measuring its quality. Failure to do so risks digital commerce investments becoming unpredictable gambles from a business perspective. The gap between perceived and actual customer satisfaction underscores the necessity of customer-centric metrics and insights.
The second part explains the problem of ever-growing expectations of customers. In B2B digital customer experience, growing expectations are driven by B2C influences entering procurement. Buyers now demand B2C-like convenience, spurred by competitor innovation. Companies focused on CX invest in agile e-commerce to sustain competitive advantage amid evolving digital landscapes.
The third part is devoted to the omnichannel challenge. Achieving a strong B2B customer experience today demands seamless integration across all channels. McKinsey describes omnichannel as crucial, integrating channels to meet customer preferences efficiently. This shift has permanently altered B2B sales, with 94% finding omnichannel as effective or better than pre-pandemic models, emphasizing cross-functional collaboration beyond IT.
Full text: Winning CX Competition In B2B Digital Commerce
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This article would be interesting for a range of professionals involved in business strategy, customer experience management, digital marketing, and e-commerce within both B2B and B2C sectors.
Specifically:
Business Leaders and Strategists: Executives and strategists responsible for guiding digital transformation and customer experience strategies within their organizations would find this article relevant. It highlights the risks associated with inadequate CX measurement and the need to adapt to evolving customer expectations.
Marketing and Customer Experience Professionals: Professionals engaged in customer insights, marketing, and CX optimization would benefit from the emphasis on customer-centric metrics and the impact of B2C trends on B2B interactions. Understanding these dynamics helps in crafting effective customer engagement strategies.
E-commerce Managers: Those responsible for managing e-commerce platforms and digital sales channels would be interested in the discussion on agile e-commerce and the importance of meeting B2C-like convenience expectations in B2B settings. Insights on sustaining competitive advantage amid digital evolution are crucial for e-commerce success.
Technology and IT Professionals: Given the emphasis on omnichannel integration and the impact on B2B sales, IT and technology professionals would be interested in the implications of cross-functional collaboration beyond traditional IT roles in enabling seamless customer experiences.