Increased focus on user experience is key in B2B market
In order to stay competitive in this digital world, B2B organisations are constantly looking for ways to stand out in the crowd and create a competitive advantage. Providing the optimal customer experience plays a crucial role here. Walker Consultants estimates that the customer experience will be far more significant to business strategy than product and price by 2020. In our previous article ‘B2B market fails to leverage opportunities in digital commerce due to unstructured product content’, we have already shown that centralising information is the first step on the road to successful B2B e-commerce. This time, we will take an in-depth look at optimising the customer experience. Which steps do you need to take immediately in order to keep up with the growing customer expectations, or to even exceed them to not be left behind?