Pivoting into a modern and future-ready B2B commerce organization is complicated by both business process and technology, as there are many approaches and options. However, those able to digitally mature to offer these experiences will be seen as the industry leaders. Although there are many different complexities and facets that go into the sales process of B2B compared to that of B2C, with the right strategy, team in place, and technology implemented you can easily create a streamlined buying experience for your customers.
61% of business purchasers say they’d increase their online spending budget if it were more convenient to make purchases on the web, and 49% say they’d consider switching suppliers offering easier online payment processes.
When Echidna works with B2B clients, our goal is to maintain their B2B heritage while coupling B2C processes and solutions to add multiple points of value to all constituents. Three ways to offer a streamlined B2B buying experience include:
Digitally mature companies realize the burden that constant change demands from their people. Even as technology makes us more efficient, it has given us more work to do. Companies equip their people with modern tools to administer their parts of a growing digital ecosystem. And daily searching, browsing, clicking, and administration consumes most of our attention and leaves little time for innovative insight, much less for truly disruptive innovations.
That’s where artificial intelligence (AI) comes in to streamline your B2B e-commerce buying experience. It offers us the opportunity to create intelligent assistants that perform tasks on our behalf and some we couldn’t possibly be expected too. As companies learn how to use these “intelligent machines” to improve streamline their customers buying experience they will notice increased revenue, reduced costs, and increased customer satisfaction. AI will become a truly invaluable resource to streamlining B2B commerce operations.
In B2B commerce you are likely to have cross over between self-serving online and working with a sales representative. By reviewing the six core areas of your user experience you will be able to create and execute a plan to add value throughout your customers interactions with your company.
When is the last time your user experience had a heuristic analysis performed (collecting insights, recommendations, priority and effort)? Being able to chart a course for tactical execution, mitigate risk of channel conflict, and understand emerging trends in user experience is an great groundwork to digitally mature and not to mention a huge competitive advantage.
Echidna has come up with a list of 5 questions to start the process of helping our clients assess their current order and inventory management systems and uncover gaps that could be hindering their ability to provide a streamlined, superior ordering experience for their customers and seamless backend experience for their employees.
Remember- what your customers want is to feel knowledgeable about their relationship with you and know they have both insights and options when it comes to their buying experience. Giving your customer a consistent, low friction, omni-channel experience will give them this feeling and give you a strong competitive edge while ensuring you are future ready.