B2B Customer Experience: 6 Keys to Drive Change and Digitally Transform
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Transcript of B2B Customer Experience: 6 Keys to Drive Change and Digitally Transform
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B2B Customer ExperienceSix Keys to Drive Change and Digital Transformation
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ABOUT PERFICIENT
Perficient is a leading information technology and
management consulting firm serving clients
throughout North America.
We help clients implement digital experience, business optimization,
and industry solutions that cultivate and captivate customers, drive
efficiency and productivity, integrate business processes, improve
productivity, reduce costs, and create a more agile enterprise.
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PERFICIENT PROFILEFounded in 1997
Public, NASDAQ: PRFT
2014 revenue $456.7 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga,
Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax,
Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis,
New York City, Northern California, Oxford (UK), Southern California,
St. Louis, Toronto
Global delivery centers in China and India
>2,600 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
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INSITE SOFTWARE
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SPEAKERS
Brian Strojny
Co-Founder & EVP
Insite Software
David Hess
Digital Experience Group
Perficient
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B2B CUSTOMER EXPERIENCE
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B2B CUSTOMER EXPERIENCE
CX & B2B
Most customers only know a great
customer experience after it happens…
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CUSTOMER EXPERIENCE EXAMPLE
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MOST B2B MARKETERS BELIEVE…
79% think a better online experience will transform their business.
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DIGITAL TRANSFORMATION IS…
“Complicated”
“Expensive”
“Changing”
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WHAT HAPPENS IF YOU DON’T?
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TITLE?
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The Digital Disruption Has Already Happened
• World’s largest taxi company has no taxis (Uber)
• Largest accommodation provider owns no real estate (Airbnb)
• Largest phone companies own no telco infra (Skype, WeChat)
• World’s most valuable retailer has no inventory (Alibaba)
• Most popular media owner creates no content (Facebook)
• World’s largest movie house owns no cinemas (NetFlix)
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B2B CUSTOMER EXPERIENCE
6 Keys to Improving the Online B2B Experience:
1. Personalization
2. UX & Usability
3. Content
4. Intuitive Search
5. Mobile
6. Fulfillment & Follow up
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B2B PERSONALIZATION
What• Single login
• Personalized features
• Workflow
• Quoting
• Fast answers
Why• Faster order processing
• Higher conversion rates
• Loyalty
Sales Rep
Location Buyer
Corporate Buyer
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UX & USABILITY
UX/Usability• Fish Where the Fish Are
• Connect Rationally and Emotionally
• Be Easy to Do Business With
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UX & USABILITY
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UX & USABILITY
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UX & USABILITY
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UX & USABILITY
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UX & USABILITY
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CONTENT
“Not content
with your content”
• B2B buyers are also consumers
• B2B historically BORING DATA
• Invest in stronger…
•Images
•Videos
•Descriptions
•Reviews
•Product documentation
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CONTENT
YourBoringPortal.com
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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INTUITIVE SEARCH
Intuitive Search• Logical Navigation
• Suggested Search
• Quick Order
• Repeat Ordering
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MOBILE & RESPONSIVE
Key Feature ConsiderationsResponsive eCommerce Design
- Content needed to convert
- Overall density of site
- Product search
- Product filtering
- Product page features
- Checkout simplicity
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FULFILLMENT & FOLLOW UP
Fulfillment • Requisition/Approver
• Integrations
• Production/Warehouse Management
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Fulfillment • Requisition/Approver
• Integrations
• Production/Warehouse Management
FULFILLMENT & FOLLOW UP
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FULFILLMENT & FOLLOW UP
Fulfillment • Requisition/Approver
• Integrations
• Production/Warehouse Mgmt
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WHERE DO WE BEGIN?
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INDENTIFY YOURSELF: DIGITAL PREY OR DIGITAL PREDATOR?
Digital customer experience
Digital operational excellence
Digital Prey: Poor customer and
no digital foundation
Digital Operator: Have a strong
foundation of integration, web site,
mobile, and other technologies that
enable customer experience
Digital Connector: Engage
customers through apps, strong
eCommerce, and social
Digital Predator: Use a strong
technology foundation to enable
the digital customer experience at
all points in the customer lifecycleSource: Forrester Research, 2015
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DIGITAL ROADMAP
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A PROCESS ANCHORED IN RESEARCH, DATA & CUSTOMER INSIGHT
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3. What would you like to learn more about? - Digital transformation - Enhancing my site’s user experience- Online commerce for my customers - Improving my site search capabilities- More effective mobile experience- Optimizing my fulfillment operations.
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QUESTIONSType your question into the chat box
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Get the guide:
How Customer Experience Drives Digital
Transformation
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