how to build a customer-centric ecommerce strategy
TRANSCRIPT
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• Overview
• Don’t Build Old Processes Around New Technology
• Don’t Assume Digital Customers Have Same Purchase Path as Offline Buyers
• Don’t Stop with B2C Best Practices, Go Beyond
• How to Start
Agenda
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The World Today
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Customer Purchase Journey
“The End of Solution Sales,” CEB
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Are you implementing, upgrading or planning to invest
in an eCommerce platform within the next 6 months?
Poll Question
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Results
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Frankenstack: a collection or
conglomeration of multiple, disparate
technologies
Custom Home Grown Systems
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Technical & Operational Processes
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Catalog & Master Data Management
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Legacy Processes+ New Technology .
= Expensive Old Process
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Customer Self-Service
“Death of a (B2B) Salesman,” Forrester Research, Inc., April 13, 2015
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Poll Question
What B2B eCommerce features are most important to you?
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Results
© 2014 Forrester Research, Inc. Reproduction Prohibited
B2B eCommerce FeaturesMay 2014 “Choose B2B eCommerce Features That Matter”
© 2014 Forrester Research, Inc. Reproduction Prohibited
B2B eCommerce Features (Cont.)May 2014 “Choose B2B eCommerce Features That Matter”
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3,000 orders / month14,000 lines / month
6% Errors840 line errors / month
Operational Efficiencies
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21 Sources:Fierce CMO | IAB | Internet Retails | Mediapost | PR News Wire | Sprout Social | Telemetric
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Poll Question
What is currently your biggest challenge in your B2B
Commerce experience?
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Results
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Crawl – Walk – Run
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What’s Next?
Strategy
1. Define Goal
2. Evaluate Processe
s
3. Work on Data
4. Build &
Release
5. Test, Measure & Refine
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Poll Question
What topics would you like to hear about in future webinars?
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Results
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Let’s face it. Margins for B2B companies are getting smaller thanks to market changes and increased competition. What’s more, the digital landscape is in constant flux as is buyer behavior. You can’t afford to have an eCommerce bust with a site that doesn’t knock the socks off your buyers and strengthen your bottom line.
Join Siteworx’ eCommerce Director Liz Duggan for a complimentary webinar on August 18, 2015 at 2pm EDT as she shares three ways to avoid an eCommerce bust:
1. Map the B2B buyer journey;
2. Utilize Responsive Design to drive conversions and
3. Maximize analytics to personalize the buying experience.
Register today at www.siteworx.com/B2BeCommerce .
Want to learn more?
Thank You.
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Phone: 703-964-1700
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Liz Duggan | Director, eCommerce, [email protected] | (o): 872-888-6945 | @Liz_Duggan