Using Connectivity to Craft a Positive B2B eCommerce Experience
This PYMTS article that highlights the second wave of digital commerce adoption after the business-to-consumer (B2C) eCommerce boom and found it quite relevant.
Business-to-business (B2B) eCommerce is not only thriving, but growing even more quickly as a result of the coronavirus global pandemic.
From experience, we can confirm that when it comes to B2B eCommerce, the friction points can be clearly identified; from the challenges of manual customer onboarding and account creation, through to the pain points of checkout. There is also usually a lot of manual work typically linked to other processes including administrative tasks.
With so many workflows involved, there are plenty of opportunities for the customer experience to miss the mark. This is a principal reason why modern B2B sellers have to embrace automation to streamline these workflows.
It’s also important to remember that corporate buyers also experience eCommerce as individual consumers. In order for a B2B merchant to be successful in such a competitive market, they must go beyond offering a digital-first experience. B2B buyers now demand not just digitalization, but also personalization.
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