B2B Companies are not immune to the Digital Revolution in how people research, find and buy their products. Customers expect ease of use, relevance and value. This infographic by SAP Hybris and Econsultancy shows the tension in B2B Customer Experience Management with their latest research results. For more please download the report here: http://www.hybris.com/en/downloads/white-paper/the-tension-in-2b-customer-experience-management/587

1. B2B companies are not immune to the digital revolution in how people find, research, and buy their products.
Increasingly, they are being evaluated on the same curve as consumer brands, with their customers expecting ease
of use, relevance, and value. What can B2B brands do to match these expectations? Learn how SAP Hybris can help.
Source:
“The Tension in B2B Customer Experience Management,” a commissioned study conducted by Econsultancy in association with SAP Hybris, March 2016.
The Tension in B2B Customer Experience Management
How Can B2B Organizations Drive
Customer Experiences That Mirror
Leading B2C Brands?
of B2B brands have a CX
strategy that extends at least
12 months into the future
acknowledge that today, the digital experience
is an afterthought for their business
While there is optimism for a progression,
it might take some time, as 58% of
respondents recognize that in five years,
“digital experience will be our brand”.
There is a discrepancy between how B2B businesses
perceive their customer experience and
how they are set up to deliver these experiences
In fact, one of the top challenges cited is
But in actuality, B2B businesses are far less equipped to deliver
a truly seamless experience that mirrors B2C brands
believe they are on par with
or advanced when compared
to B2C experiences
50%
OF B2B
RESPONDENTS
say their customer
experience strategies
are “advanced”
58%
OF B2B
RESPONDENTS
have a strategy that outlines
the talent and skillsets needed
to accomplish CX goals
26%
ONLY
incorporate cross
departmental involvement
into their CX strategy
40%
JUST
HALF
of respondents say that legacy technology
is the top barrier their organization faces
in delivering an optimal digital commerce experience
While technology can help with CX, it only becomes
effective if used appropriately. Unfortunately…
To give business buyers the consumer experience they expect,
brands must digitally transform. However…
state that multichannel, personalization,
localization and site search
are “critical” functionalities
have even said that mobile capabilities
are “not important” when selecting
a commerce platform
of organizations are using purchase history
to improve future purchase behavior
of companies use data reflecting
customers’ preferences
42%
Instead, B2B brands are prioritizing
internal processes over their customers’ needs
Security and compliance, order management
and back-office integration are the top three
priorities for B2B brands when selecting
a commerce platform.
40% 29%
40% 20%
LESS THAN
LESS THAN
ONLY
48%
OF B2B
ORGANIZATIONS