Transformation from B2B Shop to Customer Platform
Better customer experience is also becoming increasingly important in B2B business
Whitepaper: How to transform your online shop into a B2B customer portal
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Scope: 13-page whitepaper
Reading time: approx. 15 minutes
It Describes the Essential Functions That a B2B Customer Portal Should Offer
Integration of traditional sales and e-commerce
According to the McKinsey study, such hybrid sales channels are now one of the options preferred by B2B retailers - 62 percent of respondents already use them. Salespeople have the same responsibilities as employees in traditional field sales but use digital features such as video conferencing. Sales are made via self-service portals.
Maximum personalization also in B2B e-commerce
Personalization of information and offers is becoming increasingly crucial in B2B commerce. It is an essential means of increasing customer loyalty. Personalization should be based on the functions familiar from the B2C sector - examples include options such as "Customers also bought", "Matching products," or "More from the range".
New business approaches and value-added services
Additional functions beyond the standard ordering process increase the benefits of the portal for customers. Possible options include customer-specific ordering processes, individualized shipping, delivery logistics, or even the recording of fill levels and the resulting procurement processes.
Direct to Consumer
The direct-to-consumer model, or D2C for short, is also becoming increasingly established in the B2B sector. This refers to the direct sale of products to end consumers. Most of these products are commodity items, but services and maintenance services are also offered this way. D2C requires the optimization and enhancement of product data.
Product as a Service
In this sales model, customers do not buy the product but pay a recurring usage fee - retailers or manufacturers remain owners of the product. Physical products are usually combined with software and services.
Customer Self Service
Today, customers prefer to initiate service processes such as complaints, cancellations, or returns. On the retailer side, this saves an enormous amount of time and money. In addition, evaluations of the services provide the basis for further improvement of internal processes.
Data-driven AI services
During all these digital sales activities, large amounts of data are naturally generated - information about the customers, the products and services purchased, for example. These can be used in various ways for AI-powered optimization of e-commerce processes.