B2B Omni-Channel Commerce Platform Transformation: A Spotlight On The US

Size: px
Start display at page:

Download "B2B Omni-Channel Commerce Platform Transformation: A Spotlight On The US"

Transcription

1 A Thought Leadership Spotlight Commissioned By Accenture and hybris, an SAP company January 2015 B2B Omni-Channel Commerce Platform Transformation: A Spotlight On The US RESULTS FOCUSING ON THE US FROM THE THOUGHT LEADERSHIP PAPER BUILDING THE B2B OMNI-CHANNEL COMMERCE PLATFORM OF THE FUTURE, NOVEMBER 2014 Introduction In November 2014, Forrester Consulting completed a study commissioned by Accenture and hybris software, an SAP company, to explore how B2B buyer expectations are transforming how suppliers sell and deliver products and services. The study, Building The B2B Omni-Channel Commerce Platform Of The Future, outlined how B2B buyers online expectations are being driven by their personal consumer online shopping habits and how B2B sellers must adapt their technology, organization, and processes to keep pace with that change. To further explore the geographical variations, this spotlight focuses on the trends among online B2B buyers and sellers specifically in the US. When we narrow the focus on B2B commerce trends in the US, our key findings are that US B2B buyers: Tend to be more sophisticated and demand their suppliers provide advanced omni-channel capabilities. Are rapidly shifting to using mobile devices when researching and purchasing products and services for their job. Expect rich, engaging product information; personalized recommendations; tailored pricing; and visibility of inventory availability at all times and across all touchpoints.

2 2 US B2B Buyers Anticipate More Online Purchases As B2B commerce environments continue to adapt rapidly, B2B sellers are fighting to win, serve, and retain their end user buyers like never before. Like B2C consumers, B2B buyers are increasingly performing their product research online and on the move. Our study revealed that more than 65% of US buyers use a smartphone or tablet to research products and services they use for work (see Figure 1). Buyers are accessing information on the go and are using smartphone and tablet devices as important touchpoints for work-related purchases. The study also revealed that US buyers are (see Figure 2): Expecting to increase their online purchasing. More than 70% of US B2B buyers expect the total amount of work-related purchases made online to increase. As well as accessing information through search engines, brand manufacturer websites, and industry distributor websites, B2B buyers are using the Internet to finalize their purchases, track orders, and view account history. In addition, compared with other countries, US B2B buyers expect the average purchase size to be higher, and they use chat-based customer service. Influenced by product recommendations. Half of US B2B buyers anticipate they will purchase additional items because of a recommendation they have seen on the seller s website. Personalized product recommendations based on current or prior purchases play a key role in influencing the purchasing behavior of US B2B buyers. FIGURE 1 US B2B Buyers Leverage Mobile Devices To Research Work Purchases I perform research for products and services I buy for work using the following device(s). Tablet Smartphone Base: 930 B2B buyers at organizations in Canada, the US, UK, France, *Base: 327 B2B buyers at organizations in the US 65% 52% 53% 69% FIGURE 2 Percentage Of Work-Related Purchases Online Is Greater In The US Please tell us how your buying behavior with work-related purchases has changed in 2014 versus (Increasing only) %oftotalworkpurchases 72% made online 61% Average purchase size online %ofpurchaseswhere you bought more online because of arecommendation you saw on a product page Base: 930 B2B buyers at organizations in Canada, the US, UK, France, *Base: 327 B2B buyers at organizations in the US 34% Use of chat-based 40% customer service 29% 58% 47% 50% US behalf B2B of Accenture BUYERS and DEMAND hybris, November B2C 2014 LIKE EXPERIENCES B2B buyers prior experiences with B2C digital commerce are creating high expectations for those buyers when making online B2B purchases. This is even more the case among US B2B buyers. Results from the study reveal that 87% of US B2B buyers expect their purchasing habits to be tracked across different channels in order to simplify the experience of multichannel commerce (see Figure 3). The survey also revealed that: US buyers expect easy-to-use websites. Almost 90% of respondents either agreed or strongly agreed that they would buy again from the same supplier if the supplier had an easy-to-use website. Multiple payment options are a must. Significantly more US B2B buyers prefer suppliers to offer multiple payment options. Eighty-seven percent of US buyers prefer the flexibility of multiple payment options to make purchases for products or services. Speed of delivery and excellent customer service matters. For US B2B buyers, fast delivery of products and services will influence them to purchase again from the same supplier (86%), with excellent customer service also being a key factor for driving loyalty and repeat purchases.

3 3 FIGURE 3 US Buyers Are Loyal If Buying Experience Matches Their Expectations To what extent do you agree or disagree with the following statements regarding your work-related purchases? (Agree or strongly agree) Iexpectsupplierstotrack my purchasing habits across different channels Ibuyagainfromthesame supplier if I find it has an easy-to-use website Iprefersuppliers that offer multiple payment options Ibuyagainfromthesame supplier if I find it has the fastest delivery/shipment Ibuyagainfromthesame supplier if I find it has excellent customer service Base: 930 B2B buyers at organizations in Canada, the US, UK, France, *Base: 320 B2B buyers at organizations in the US 87% 84% 87% 83% 87% 79% 86% 82% 85% 80% US B2B Companies Are Adopting Omni-Channel Initiatives To Improve Buyer Experiences Seasoned B2B companies are transforming their operations to better match their customers demands and expectations. Those in the early adoption stages of ecommerce are also moving at a rapid pace to ensure they do not get left behind by more omni-channel-focused competitors. To explore how B2B companies are adapting to the increasing customer demand, B2B sellers were asked about the primary drivers behind the investment in omni-channel initiatives. The survey revealed that US B2B sellers: Expect investment in omni-channel initiatives to lead to a rise in customer satisfaction metrics. Two-thirds of US B2B organizations are expecting happier customers as they invest in omni-channel initiatives (see Figure 4). Believe that omni-channel will drive competitive differentiation over online pure plays. Sixty-four percent of US organizations are investing in omni-channel capabilities to gain a competitive edge over online pure plays. For example, B2B sellers can leverage their physical branch presence to offer customers the ability to reserve products online and walk into the store and pick them up. FIGURE 4 B2B Buyers In The US Are Driving Sellers To Invest In Omni-Channel Initiatives What would you say are the primary drivers behind your organization s investment in omni-channel initiatives? We expect to see an uplift in our customer satisfaction metrics 66% 59% Our customers are 65% expecting it 66% To gain a competitive edge over online pure 64% plays (e.g., Amazon) 57% To drive additional efficiencies and cost savings through improved inventory planning and assortment 56% 54% The omni-channel customer 56% has a higher lifetime value 51% The study also explored the omni-channel capabilities that are already supported or underway by B2B sellers. We found that US B2B sellers (see Figure 5): Are offering superior omni-channel fulfillment capabilities. Seventy-percent of US B2B sellers are either currently supporting or implementing buy-frombranch and ship-to-customer functionality. In addition, more than two-thirds (68%) of US B2B sellers either already offer or are preparing to offer the ability to allow buyers to return or exchange across all channels. Are more likely to offer unified accounts and order history across all channels. With the US B2B sellers focusing on meeting buyer expectations, it comes as no surprise that 69% have the capability to do or are already invested in projects to unify customer account history across all channels, allowing users to view, track, amend, and update orders and details regardless of the channel with which they interact.

4 4 Allow product information and sales sheets to be downloaded. As the buyer study revealed, individuals making work-related purchases prefer suppliers to have easy-to-use websites, so the fact that 68% of US B2B sellers currently support or have projects underway that allow buyers to download product information suggests that they understand this requirement for a useful and easy-to-use online channel. Make real-time inventory available online. Purchasing products or services online only to realize they are out of stock can be frustrating for a buyer and decrease customer satisfaction. More so than any other country surveyed, 68% of US B2B seller organizations have the capability to provide real-time systemwide inventory information online. FIGURE 5 US B2B Sellers Are Already Underway With Their Omni-Channel Initiatives When, if at all, are you planning to implement the following omni-channel capabilities? (Already supporting this capability/project is underway) Buy from branch, ship to customer 63% 70% Unified customer account and order history across channels 60% 69% Download product information and/or sales sheets 60% 68% Making real-time systemwide inventory information available online 63% 68% Cross-channel returns or exchanges 56% 68%

5 5 Technology Priorities For US B2B Sellers Focused On Improving Buyer Engagement B2B sellers that are serious about the omni-channel strategy are fully aware they can no longer continue to rely on legacy software and infrastructure to meet buyer needs. Our survey revealed the investment priorities of B2B sellers within the next six months (see Figure 6). Just over 40% of US B2B sellers are looking to invest in mobile point of service (mpos). As omni-channel commerce becomes more prevalent, the need to arm in-branch associates with sophisticated technologies to facilitate customer-facing transactions such as returns and exchanges, picking and packing, endless aisle, save the sale, and others will become critical for US B2B sellers. FIGURE 6 mpos Is High On The Agenda For US B2B Sellers Which of the following technology platforms does your firm plan to invest in in the future to support your omni-channel program rollout? (Planning to invest in the next six months) Mobile point of service (mpos) 37% 41% Custom solutions, developed and maintained 32% 40% by in-house IT group Third-party outsourced services 34% 39% Customer relationship management (CRM) 30% 39% Enterprise resource 33% planning (ERP) 28% Beyond understanding what the catalysts are for driving forward omni-channel initiatives and current capabilities, the study explored how B2B sellers will leverage technologies over the next 18 months to improve their omni-channel capabilities. For US B2B sellers, omni-channel investments will be centered on improving customer engagement and satisfaction (see Figure 7). This includes: Improved personalization and service recommendation. More than 50% of US B2B sellers consider the improvement of product and service recommendations as a top technology priority. Tailoring products and services to individual requirements and tastes and offering product recommendations greatly enhances the buyer s engagement and experience with their supplier. Merchandising relevant products and services. Fortyfour percent of US B2B sellers are prioritizing investment in merchandising relevant products and services, compared with 37% of B2B sellers in the rest of the countries surveyed. FIGURE 7 Investments In Technology Initiatives Are Customer-Centric Based on your customers online needs, which of the following technology initiatives are a top priority over the next 18 months? Improved personalized product or service recommendations 42% 53% on our website Enhanced search functionality 51% on our website 48% Merchandising relevant 44% products and services 37% Access to our website 40% through a mobile app 39% Integration with customers backend finance, accounting, order management systems, or ERP systems 32% 32%

6 6 ecommerce Platforms Must Enable Support For Enhancing Buyer Engagement Today s legacy systems and platforms are largely inadequate in allowing organizations to meet the omnichannel requirements of buyers. B2B sellers are looking to ecommerce platforms to offer far deeper and richer integration with existing systems to support omni-channel capabilities. Almost 90% of US organizations either agreed or strongly agreed that their ecommerce platform must integrate with their back-end systems such as finance, accounting, and order management systems. Eighty-five percent want their ecommerce platform to integrate with their call center system, further improving customer engagement and interaction. US B2B sellers also look to their ecommerce platforms to allow them to deliver buyercentric capabilities by providing (see Figure 8): Pricing flexibility. Over 80% of US B2B sellers either agreed or strongly agreed that their ecommerce platform must provide flexible and personalized price lists or catalogs for different users. Tools for reporting and analyzing. Eighty-three percent of US organizations have said that ecommerce platforms must provide tools for reporting and analyzing to assist them in understanding whether their marketing strategies are working, what merchandising tools are effective, and the history of customer buying behavior. User account management. US B2B sellers highlighted that their ecommence platform must support self-service account management, allowing customers to manage authorized users, view account history, manage current and future orders, and administer many other aspects of their business relationship. Support for a variety of channels. Eighty-two percent of US organizations would want their ecommerce platform to provide support to distributors, resellers, partner networks, branches/stores, and even employees in order to provide excellent customer experience. Multilingual language support. Almost 80% of US organizations want to be able to support a multinational audience to better accommodate unique requirements of users from across the globe. FIGURE 8 ecommerce Platforms Will Provide In-Depth Tools To Fully Analyze Customer Information How much do you agree or disagree with the following statement? Our ecommerce platform must: Provide flexible price lists/ catalogs for different users Provide tools for reporting and analyzing transactions, customer interactions, and effectiveness of merchandizing and marketing campaigns Provide user account management (storing customer profiles, capturing data entered, end user profiling) Offer support for a variety of channels (distributors, resellers, partner networks, employees, stores/branches, direct to consumer) 83% 72% 83% 71% 82% 72% 82% 75% Help us serve multilingual 79% and multinational audiences 74%

7 7 Key Recommendations To stay ahead of the curve, B2B companies in the US must: Invest in technology innovation. Almost two-thirds (63%) of US B2B sellers plan to invest in automated pricing optimization, vastly simplifying what is now most often a manual process involving phone calls and sales interactions that creates unneeded friction between sellers and buyers. Over half of US sellers are also planning to invest in personalized recommendations (56%) and incorporate wearable computing devices in distribution centers (55%). Make mobile a top priority. As more and more B2B buyers leverage their mobile devices to research and procure their work-related products and services, mastering mobile commerce and incorporating it into a consistent omni-channel experience will be critical for US B2B sellers. Tailoring your ecommerce platform for mobile devices such as smartphones or tablets will posture your organization to reach more customers and begin to develop an understanding of this important and rapidly evolving channel through the use of data and analytics. Put the buyer at the heart of their enterprisewide transformation. Approximately 92% of B2B organizations in the US agreed or strongly agreed that they must rethink how they service customers to become true omnichannel enterprises, compared with just 77% of their counterparts in other countries. Investing in initiatives that improve personalization and provide a consistent face to customers regardless of channel or touchpoint will ultimately drive customer satisfaction and lead to customer loyalty.

8 8 Appendix A: Methodology In this study, Forrester surveyed 526 B2B companies and 930 B2B buyers across Canada, France, Germany, the US, and the UK. B2B buyers were from organizations with more than 1,000 employees and were business and procurement professionals at the manager level or above who had recently bought products or services online. All B2B companies are currently selling direct to business partners online (B2B) and have at least 500 employees. All B2B company respondents were personally responsible for or deeply involved with selling the company's products or services online. The study was completed in November 2014.

B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Europe

B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Europe A Thought Leadership Spotlight Commissioned By Accenture and hybris, an SAP company March 2015 B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Europe RESULTS FOCUSING ON EUROPE FROM THE

More information

B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Canada

B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Canada A Thought Leadership Spotlight Commissioned By Accenture and hybris, an SAP company February 2015 B2B Omni-Channel Commerce Platform Transformation: A Spotlight On Canada RESULTS FOCUSING ON CANADA FROM

More information

A Forrester Consulting Thought Leadership Paper Commissioned By Accenture and hybris, an SAP company. November 2014

A Forrester Consulting Thought Leadership Paper Commissioned By Accenture and hybris, an SAP company. November 2014 A Forrester Consulting Thought Leadership Paper Commissioned By Accenture and hybris, an SAP company November 2014 Building The B2B Omni- Channel Commerce Platform Of The Future B2B Buyer Expectations

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN

THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN THE EMERGENCE OF OMNICHANNEL IN B2B HOW TO SURVIVE AND WIN APRIL 2015 Richard Balaban Michael Ryba The online channel is becoming increasingly important in B2B transactions 1 Website traffic and the number

More information

Omni- Channel Benefits for B2B Commerce

Omni- Channel Benefits for B2B Commerce i Mtkang/Shutterstock B2B ecommerce trends and tides are signaling a shift towards a B2C- like Omni- Channel eco- system. arvato Systems North America 6 East 32nd Street, New York, New York 10016 United

More information

The Power of Omnichannel Personalization

The Power of Omnichannel Personalization 1 The Power of Omnichannel Personalization Introduction The omnichannel consumer has arrived. In addition to websites, people can connect through smartphones, tablets, emails, social networks, and contact

More information

Build a Customer-Focused Digital Strategy

Build a Customer-Focused Digital Strategy Build a Customer-Focused Digital Strategy Featuring: Mike Rowland, Director of Digital Strategy, West Monroe Partners Brian Strojny, Co-Founder, Executive VP, Insite Moderated by: Thomas P. Gale, Publisher,

More information

WebSphere Commerce V7 Management Center

WebSphere Commerce V7 Management Center Juha Nevalainen WebSphere Commerce Technical Specialist April 20 WebSphere Commerce V7 Management Center Introduction Proof of Technology Agenda What is WebSphere Commerce WebSphere Commerce Focus Areas

More information

Improving The Retail Experience Through Fast Data

Improving The Retail Experience Through Fast Data A Forrester Consulting Thought Leadership Paper Commissioned By TIBCO Software February 2016 Improving The Retail Experience Through Fast Data Overview Customers expect better-individualized experiences

More information

Magento brochure DEVELOPER PLUS FRONT END DEVELOPER

Magento brochure DEVELOPER PLUS FRONT END DEVELOPER Magento brochure PLUS FRONT END KPMG Crimsonwing & ecommerce We re a global ecommerce solutions provider. We develop and implement fully integrated ecommerce solutions, primarily using Magento Enterprise.

More information

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success 2 cgi.com/retail The retail industry is expected to evolve more over the next 10 years than it has in the last 50 years. E-commerce,

More information

The Rise Of The Empowered B2B End User Buyer Understanding And Addressing A New And Emerging Opportunity

The Rise Of The Empowered B2B End User Buyer Understanding And Addressing A New And Emerging Opportunity A Forrester Consulting October 2014 Thought Leadership Paper Commissioned By Intershop The Rise Of The Empowered B2B End User Buyer Understanding And Addressing A New And Emerging Opportunity Table Of

More information

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences.

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences. An RIS News Whitepaper Omnichannel Roadmap: Vision Meets Reality It is widely acknowledged that omnichannel is the future of retail. s want to shop anywhere at any time and expect a seamless experience

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Oracle istore. Deliver Intelligent, Personalized Customer Experiences

Oracle istore. Deliver Intelligent, Personalized Customer Experiences Oracle istore Oracle istore is the Enterprise E-Business Suite ecommerce application that provides a personalized, comprehensive and cost-effective Internet sales channel. istore is a key component of

More information

Presented In Conjunction With: Feature Sponsor

Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: Feature Sponsor Presented In Conjunction With: The Sale Is The Omni-Channel Retailers have come to realize the channel customers use to make purchases does not matter, because

More information

Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer

Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer 1. hybris Overview 2. hybris B2C Customer Journey 3. hybris B2B Features 4. hybris MDM or PCM (Product Content

More information

1 IMPROVING ITEM MANAGEMENT

1 IMPROVING ITEM MANAGEMENT 1 IMPROVING ITEM MANAGEMENT TO WIN IN OMNICHANNEL INFINITE RETAIL POWER TM TABLE OF CONTENTS The Impact of Omnichannel... 2 Item Management Has Always Been Important... 3 Today s Digital Consumers Demand

More information

2014 State of B2B Procurement Study:

2014 State of B2B Procurement Study: Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape

More information

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING Creating the supply chain visibility, accuracy, control and flexibility retailers need to meet the demanding fulfillment expectations of the

More information

Building Materials and Garden Equipment

Building Materials and Garden Equipment Building Materials and Garden Equipment Build stronger relationships with your customers Boost customer satisfaction and loyalty by making the product selection and buying process simpler and more personalized

More information

Magento for B2B: Powering Enterprise E-commerce

Magento for B2B: Powering Enterprise E-commerce Magento for B2B: Powering Enterprise E-commerce September 26, 2012 Accelerating Revenue Through Technology ZEON SOLUTIONS INC. Today s Host David Hess Senior Business Development Manager ZEON SOLUTIONS

More information

Introduction. External Document 2015 Infosys Limited

Introduction. External Document 2015 Infosys Limited Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction

More information

Turning Your ERP Inside Out

Turning Your ERP Inside Out CUSTOMER COMMERCE: Turning Your ERP Inside Out Build Your Business Around Your Customers, Not Channels The Need to Reorient Your Business Around Customers Customer Expectations Anytime, anywhere brand

More information

How To Improve Your E Commerce Business

How To Improve Your E Commerce Business Top E-Commerce Challenges Facing the Wholesale Industry Contents Executive Summary 2 Upgrading an E-Commerce Platform for the Right Reasons 2 Choosing the Right Time to Make the Transition 3 Addressing

More information

How To Run An Ecommerce Business With An Integrated Ecommerce Platform

How To Run An Ecommerce Business With An Integrated Ecommerce Platform INTEGRATED ECOMMERCE UniteU Technologies UniteU Commerce CRM ERP + Legacy Systems Point of Sale P1 UniteU Commerce Many retailers deal with the frustration that accompanies having to manage separate functions

More information

International ecommerce with dealer-integration. Shaun Moores General Manager Shopatron Europe smoores@shopatron.com

International ecommerce with dealer-integration. Shaun Moores General Manager Shopatron Europe smoores@shopatron.com International ecommerce with dealer-integration Shaun Moores General Manager Shopatron Europe smoores@shopatron.com Agenda The International Opportunity Why haven t many Brands readily embraced international

More information

State of Sales Technology and performance insights from over 2,300 global sales leaders. research

State of Sales Technology and performance insights from over 2,300 global sales leaders. research 2015 State of Sales Technology and performance insights from over 2,300 global sales leaders research About This Report 2 Salesforce Research surveyed more than 2,300 In this report, we define high-performing

More information

Integration and Infrastructure Software White Paper. Deploying a single, consolidated platform for e-commerce

Integration and Infrastructure Software White Paper. Deploying a single, consolidated platform for e-commerce Integration and Infrastructure Software White Paper Deploying a single, consolidated platform for e-commerce August 2005 Page 2 Contents 2 Introduction 2 The evolving challenges of e-commerce 4 Good candidates

More information

Mastering Retail Systems of Engagement. Engage your customer like never before

Mastering Retail Systems of Engagement. Engage your customer like never before Mastering Retail Systems of Engagement Engage your customer like never before The Retail Transformation The Equipped Customer Consumers demand to access information anytime, anywhere is posing challenges

More information

Health, Beauty and Personal Care

Health, Beauty and Personal Care Health, Beauty and Personal Care Keep your customers loyal to your brand Add value to your retail business and better integrate your physical and online channels with the Openbravo Commerce Suite. Our

More information

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce OUR COMMITMENT TO THE COMMUNITY 1,500+ CLIENTS IN 15 COUNTRIES k-ecommerce YOUR ONLINE BUSINESS PARTNER ecommerce built for

More information

B2B E-Commerce Solutions Empower Wholesale Distributors

B2B E-Commerce Solutions Empower Wholesale Distributors SAP Thought Leadership Paper Wholesale Distribution B2B E-Commerce Solutions Empower Wholesale Distributors Achieve Interaction Excellence with Outstanding Online Experiences and High-Quality Digital Content

More information

Bringing Digital into Store, now and in the future

Bringing Digital into Store, now and in the future Bringing Digital into Store, now and in the future Neil Adamson Digital Commerce Lead Accenture Interactive Agenda The now An integrated store The future Recent history: multi/omni-channel Multi-channel

More information

An Oracle White Paper March 2011. Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction

An Oracle White Paper March 2011. Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction An Oracle White Paper March 2011 Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction Introduction Today s business-to-business (B2B) organizations are looking with renewed urgency

More information

The 2015 State of E-Commerce in Distribution

The 2015 State of E-Commerce in Distribution The 2015 State of E-Commerce in Distribution Featuring: Jonathan Bein, Managing Partner, Real Results Marketing Sponsored by: Date: March 26, 2015 Speakers Featured Presenter: Jonathan Bein Senior Partner

More information

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the

More information

Magento and Microsoft Dynamics GP: Make the Most of Selling Online

Magento and Microsoft Dynamics GP: Make the Most of Selling Online Magento and Microsoft Dynamics GP: Make the Most of Selling Online Make every interaction count. Every day companies choose to sell online, but they often jump in before developing a well-formed plan.

More information

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed TM Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed Deploy a digital experience that delights customers and drives meaningful business results Make online

More information

Buy anywhere, Fulfill anywhere

Buy anywhere, Fulfill anywhere Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th, 2014 1 1 Customer demands are driving supply chain developments

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

Client focused. Results driven. Ciber Retail Solutions

Client focused. Results driven. Ciber Retail Solutions Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers

More information

E-Fulfillment Trends Report

E-Fulfillment Trends Report E-Fulfillment Trends Report This report explores best practices, common challenges and emerging trends in e-fulfillment nationwide. 2012 Saddle Creek Logistics Services n All Rights Reserved Overview E-commerce

More information

Retailers Must Seize The Marketplace Opportunity

Retailers Must Seize The Marketplace Opportunity A Forrester Consulting Thought Leadership Paper Commissioned By Mirakl And ChannelAdvisor April 2016 Retailers Must Seize The Marketplace Opportunity Table Of Contents Executive Summary... 1 Extend Your

More information

Mastering Omni-Channel B2B Customer Engagement

Mastering Omni-Channel B2B Customer Engagement A Forrester Consulting Thought Leadership Paper Commissioned By Accenture Interactive And SAP hybris October 2015 Mastering Omni-Channel B2B Customer Engagement Table Of Contents Executive Summary... 1

More information

The Top 7 Reasons You Need An Order Management System

The Top 7 Reasons You Need An Order Management System The Top 7 Reasons You Need An Order Management System One of the biggest, and most overlooked, opportunities to grow your business is through operational efficiencies. Automating the order fulfillment

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

CONSULTING FOR THE MIDDLE MARKET

CONSULTING FOR THE MIDDLE MARKET BUSINESS INSIGHTS Omni-Channel Retailing in Middle Market Part I: Understanding Omni-Channel & its Potential Impacts on the Retailing Industry Brock D. Eckles July 29, 2015 CONSULTING FOR THE MIDDLE MARKET

More information

HOW TO TURN 9 RETAIL IT CHALLENGES INTO 9 BUSINESS OPPORTUNITIES

HOW TO TURN 9 RETAIL IT CHALLENGES INTO 9 BUSINESS OPPORTUNITIES HOW TO TURN 9 RETAIL IT CHALLENGES INTO 9 BUSINESS OPPORTUNITIES Intro According to a recent market study on be the main driver of total retail sales Embracing mobility the state of the retail sector that

More information

The Shopatron Omni-Channel Playbook

The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook ecommerce, like football, is all about strategy. The plays you choose and your execution decide whether or not you win the game.

More information

DRIVING B2B SALES IN THE AGE OF DIGITAL

DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative

More information

Magento and Microsoft Dynamics GP: Make the Most of Selling Online. Co-Fou nder and V P, Sales

Magento and Microsoft Dynamics GP: Make the Most of Selling Online. Co-Fou nder and V P, Sales Magento and Microsoft Dynamics GP: Make the Most of Selling Online W ritten by Jeff Grundey Co-Fou nder and V P, Sales jgrundey@ nch annel.co m Every day companies choose to sell online but, too often,

More information

Meeting the Multi-channel Distribution Challenge

Meeting the Multi-channel Distribution Challenge Meeting the Multi-channel Distribution Challenge July 2013 Sponsored by: Conducted by: On behalf of: Introduction Distribution is one of the fastest-changing processes in the world of logistics. With the

More information

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network 9 46456 9378 2478 2478 Retargeting on Facebook by the Numbers 2015 456 2 2478 46 27841 92 29 FACEBOOK BY THE 46 9378 34 8 RESEARCH REPORT NUMBERS 2015 Key findings on the trends and benefits of retargeting

More information

Accenture Interactive. The journey to a seamless customer experience powered by Digital

Accenture Interactive. The journey to a seamless customer experience powered by Digital Accenture Interactive The journey to a seamless customer experience powered by Digital The Digital User View Point Agenda The Digital Imperative The Journey to Success The Nuts & Bolts One: The Digital

More information

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind A Forrester Consulting Thought Leadership Paper Commissioned By hybris October 2013 Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall

More information

The Distribution Evolution: Survival of the Fastest. Technology and the Evolving Distribution Business Model

The Distribution Evolution: Survival of the Fastest. Technology and the Evolving Distribution Business Model The Distribution Evolution: Survival of the Fastest Technology and the Evolving Distribution Business Model An Industry Viewpoint based on an Infor Distribution Webcast June 26, 2012 TABLE OF CONTENTS

More information

Make the Leap from ecommerce to Omni- Channel

Make the Leap from ecommerce to Omni- Channel Iaodesign/Shutterstock An ecommerce platform is the foundation for a successful Omni- Channel business model arvato Systems North America 6 East 32nd Street, New York, New York 10016 United States All

More information

RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL

RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL WWW.WIPRO.COM RIGHT INTEGRATION STRATEGY - A CORNERSTONE FOR OMNI-CHANNEL RETAIL Gaurav Sai Mittal Table of Contents 03 Introduction 04 Creating an Omni-Channel Experience Functional Building Blocks 05

More information

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014 A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack September 2014 Boost ecommerce Revenue By Enhancing Delivery Capabilities Retailers Leverage A Multicarrier Strategy To Offer Consumers

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

Integrated Fulfillment: Modern Warehouse Management

Integrated Fulfillment: Modern Warehouse Management Integrated Fulfillment: Modern Warehouse Oracle European Value Chain Summit #vcsummit15 Susan Flierl Product Strategy Director, Logistics March 2015 Safe Harbor Statement The following is intended to outline

More information

Guide To Increasing Online Sales - The Back (Office Story)

Guide To Increasing Online Sales - The Back (Office Story) Guide To Increasing Online Sales - The Back (Office Story) 4 Ways Your Inventory & Order Management Solution Plays A Pivotal Role The one sustainable competitive advantage you have to drive more online

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

White Paper. An itelligence White Paper B2B Omni-Channel Engagement: Challenges and Solutions from the Mid-Market Perspective

White Paper. An itelligence White Paper B2B Omni-Channel Engagement: Challenges and Solutions from the Mid-Market Perspective White Paper An itelligence White Paper B2B Omni-Channel Engagement: Challenges and Solutions from the Mid-Market Perspective B2B Omni-Channel Engagement: Challenges and Solutions from the Mid-Market Perspective

More information

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates Winning in Retail in the next decade Turn Showroomers and Digital Shoppers into Omnichannel advocates The Digital Shopper Profile Price-conscious, showrooming, real-time, all time Millennials and Other

More information

How the right CXM solutions deliver better customer experiences

How the right CXM solutions deliver better customer experiences The Right CXM Solutions Nurture Better Customer Experiences 1 How the right CXM solutions deliver better customer experiences www.kentico.com 2 The Right CXM Solutions Nurture Better Customer Experiences

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed The Agile Company In 2001 in the Wasatch mountains of Utah Agile manifesto was signed Manifesto for Agile Software Development Individuals and interactions over processes and tools Working software over

More information

Viewpoint on the Canadian Retailing Sector

Viewpoint on the Canadian Retailing Sector on the Canadian Retailing Sector August 2014 E-commerce Growth Opportunities in a Changing Retail Environment The traditional retail model is changing at a rapid pace in Canada and as a consequence, retailers

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

Top 10 Factors That Will Increase Conversion Rates

Top 10 Factors That Will Increase Conversion Rates Top 10 Factors That Will Increase Conversion Rates Top A 3VR 10 Factors WHITEPAPER That Will Increase Conversion Rates 1 Customer Insights We should be using technology to understand who our customers

More information

ECOMMERCE: A SHOPPING REVOLUTION

ECOMMERCE: A SHOPPING REVOLUTION ECOMMERCE: A SHOPPING REVOLUTION [Chapter 3 Digital Minds v2] J. Burns Smith, Jr. (WSI Consultant, USA) Copyright 2016 WSI. All rights reserved. Each WSI Franchise is an independently owned and operated

More information

PIVOTAL CRM RETAIL INDUSTRY

PIVOTAL CRM RETAIL INDUSTRY PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

Lexmark Enterprise Software. Transforming customer engagement

Lexmark Enterprise Software. Transforming customer engagement Lexmark Enterprise Software Transforming customer engagement Customer relationships are the lifeblood of your business Whether you serve businesses, consumers, patients, students or citizens, the quality

More information

Do More. Improving digital commerce by delivering the experience consumers expect.

Do More. Improving digital commerce by delivering the experience consumers expect. Do More Improving digital commerce by delivering the experience consumers expect. Skava White Paper CONTENT Consumer Engagement 1 Consumers Choose How to Interact With Retailers 2 What Does Omni-Channel

More information

B2B ecommerce: A Strategy for Growth

B2B ecommerce: A Strategy for Growth B2B ecommerce: A Strategy for Growth B2B beating B2C e-commerce by far by 2014 40% B2B marketers will do e-commerce e-commerce on the Rise: By 2014, 40% of B2B marketers expect to be committed to e-commerce

More information

A roadmap to Omnichannel Championship

A roadmap to Omnichannel Championship 1 Introduction SHARE THIS E-BOOK A roadmap to Omnichannel Championship E-BOOK SPONSORED BY This E-book will assist retail business and IT managers to understand which are the key elements that must be

More information

Where Is Your Ticket? Denise Keating, DATAgility

Where Is Your Ticket? Denise Keating, DATAgility Where Is Your Ticket? Denise Keating, DATAgility US Workforce Millennials Largest Demographic Canadian Workforce Millennials Largest Demographic US B2B Ecommerce Sales Heading to 1 Trillion Source: Forrester

More information

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More DATA SHEET be seen. MARKETPLACES Amazon, ebay and other marketplaces like Jet.com, Newegg and Sears account for a growing portion of global online retail sales. Online retailers of all sizes are recognizing

More information

Thought Leadership White Paper. Omni-channel transforms retail transactions

Thought Leadership White Paper. Omni-channel transforms retail transactions Thought Leadership White Paper Omni-channel transforms retail transactions Omni-channel transforms retail transactions Many consumers today cross channels inherently, often back and forth without even

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

Managing Growth in an Omni-Channel World

Managing Growth in an Omni-Channel World Managing Growth in an Omni-Channel World October 15, 2015 Marc Kalman Breaking the Mold of Outdated ERPs 1 What We Will Cover What is Omni-Channel? Market Challenges Save the Sale Turning to the Supply

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

The Changing Landscape of B2B ecommerce

The Changing Landscape of B2B ecommerce The Changing Landscape of B2B ecommerce For years, ecommerce was a B2C game a channel best suited for consumer brands and retail transactions. Several recent studies and some major shifts in buyer behavior,

More information

WWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights

WWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WWW.WIPRO.COM LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WIPRO CONSUMER GOODS DO BUSINESS BETTER PROVIDING MARKETERS WITH THE BEST-IN-CLASS PLATFORM TO DEPLOY DIGITAL MARKETING CAPABILITIES

More information

A UNIQUELY HOLISTIC APPROACH TO ECOMMERCE

A UNIQUELY HOLISTIC APPROACH TO ECOMMERCE A UNIQUELY HOLISTIC APPROACH TO ECOMMERCE EVERYTHING YOU NEED TO DO BUSINESS IN THE OMNICHANNEL MARKETPLACE Jagged Peak provides ecommerce, order management and supply chain solutions that leverage the

More information

Commerce Management System

Commerce Management System Commerce System Commerce Without Compromise The scalability and value of hosted e-commerce... The performance and control of a licensed software solution The world of e-commerce is becoming more and more

More information

On Your Mark, Get Set, Go! ebook

On Your Mark, Get Set, Go! ebook On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with

More information

Multi-channel Retailing Goes Mainstream

Multi-channel Retailing Goes Mainstream Multi-channel Retailing Goes Mainstream Ashish Jandial, Patrick Ogawa and Preetha Sekharan Abstract Increasingly, retailers are turning towards multi-channel retailing to grow their market share and present

More information

Digital Transformation In The Age Of The Customer: A Spotlight On B2B

Digital Transformation In The Age Of The Customer: A Spotlight On B2B A Custom Thought Leadership Spotlight Commissioned By Accenture Interactive October 2015 Digital Transformation In The Age Of The Customer: A Spotlight On B2B RESULTS FOCUSING ON B2B FROM THE THOUGHT LEADERSHIP

More information

BUY BIG DATA IN RETAIL

BUY BIG DATA IN RETAIL BUY BIG DATA IN RETAIL Table of contents What is Big Data?... How Data Science creates value in Retail... Best practices for Retail. Case studies... 3 7 11 1. Social listening... 2. Cross-selling... 3.

More information

SPORTING GOOD RETAILERS ebook

SPORTING GOOD RETAILERS ebook SPORTING GOOD RETAILERS ebook On Your Mark, Get Set, Go! Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

E-BUSINESS RELATIONSHIP MANAGEMENT

E-BUSINESS RELATIONSHIP MANAGEMENT I International Symposium Engineering Management And Competitiveness 2011 (EMC2011) June 24-25, 2011, Zrenjanin, Serbia E-BUSINESS RELATIONSHIP MANAGEMENT Danilo Obradović * Higher School of Professional

More information