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Building the B2B Omni- Channel Commerce Platform of the Future

Published By: SAP
SAP
Published:  May 15, 2015
Length:  16 pages

Driven by their online buying experiences, savvy business to business (B2B) buyers are demanding omni-channel capabilities when making work-related purchases.

In August 2014, Accenture and hybris software, an SAP company, commissioned a study by Forrester Consulting to explore how B2B buyer expectations are transforming how suppliers sell and deliver products and services.

Forrester’s study yielded four key findings:
• High customer expectations have led B2B firms to shift toward rich omni-channel experiences.
• Providing a comprehensive omni-channel experience helps ensure customer loyalty.
• Merchants will fall behind if they fail to adapt their technology to buyer needs.
• Technology investment must be aligned with organizational and process change.



Tagsb2b, omni-channel commerce, ecommerce, customer loyalty, purchasing