Transform Your B2B Business with - info2.magento.com personalization ... Steps to Success in B2B...
Transcript of Transform Your B2B Business with - info2.magento.com personalization ... Steps to Success in B2B...
Page | 3© 2018 Magento, Inc.
Mark BrintonSenior Technical Product Manager
Magento Commerce
Aaron KrassHead of Solutions Consulting, Americas
Magento Commerce
Page | 4© 2018 Magento, Inc.
Magento is Transforming B2B Commerce
Faster Time to
Market
Lower
TCO
Reduced
Complexity
Core B2B Commerce Needs
Managing
Corporate
Accounts
Creating
Powerful
Buying
Experiences
Enabling
Efficient Quoting
and Ordering
Simplifying
Management
and Reporting
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B2B Buyers Want to Engage Online
Will make half or more
of work purchases
online by 2020
Research half or
more of their work
purchases online
Research work
purchases on their
phone
Forrester/Internet Retailer Q1 2015 US B2B Buyer Channel Preferences Online Survey. Forrester/Internet Retailer Q2 2014 and Q1 2017 Global B2B Buy-Side
Online Survey.
55% 61%64%
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Ecommerce Increases Buyer Productivity
Immediate Access To:
• Order and quote history
• Company spending data
• Available credit
• Inventory availability
• Quick re-ordering
• Up-to-date product information
SAVE
TIME
IMPROVE
OUTCOMES
REDUCE
COSTS
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Selling to Companies is Complex
B2B ecommerce must support multiple buyers and varying
organizational structures
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Custom Catalogs & Pricing Are Required
Building the B2B Omni-Channel Commerce Platform of the Future, Forrester Consulting, August 2014
72%agree their platform must
provide flexible price
lists/catalogs for different
users
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Flexible Payment Options Are Important
Use credit or
debit card
Building the B2B Omni-Channel Commerce Platform of the Future, Forrester Consulting, August 2014
88%
Pay via Purchase
Orders75%
Use online
payment services59%
Purchase through
eProcurement portal36%
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Easily Support Corporate Accounts
• Accept new company requests online
• Set up multiple buyers per company
• Assign buyer roles and permissions
• Create personalized catalogs and price lists for customers
• Take credit cards, PayPal, and payments on account
• Enable buyers to track orders, quotes, credit, and inventory
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Experience is the New Battlefield
Customers 2020: The Future of B2B Customer Experience, Walker Information.
43
50
3734
2016
0
10
20
30
40
50
60
Today 2020
Experience Products Price
How Important Are the Following to Your Business Strategy –
Today and in 2020? Average Out of 100 Points
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By 2018, companies
that consumerize their
B2B digital commerce
sites will gain market
share and see revenue
increase up to 25%
+25%
B2B digital
leaders see 5 times
more revenue growth
than their peers
5X
gartner.com/binaries/content/assets/events/keywords/crm/gartner-crm-predicts.pdf
mckinsey.com/business-functions/marketing-and-sales/our-insights/how-b2b-digital-leaders-drive-five-times-more-revenue-growth-than-their-peers
+30%Increased sales vs.
competitors without
effective personalization
Differentiating Experiences Pay Off
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B2B eCommerce Delivers Results
63%
61%
56%
52%
20%
24%
35%
43%
9%
6%
4%
Conversion Rate
Percent of Total Online Sales by Repeat Customers
Average Order Value for Online Orders
Profitability per Online Order
Increasing Staying the Same Decreasing
“Compare the performance of the following metrics from 2016 to 2017.”
Forrester/Internet Retailer Q3 2017 Global B2B Sell-Side Survey
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B2B Companies are Going Direct
Direct
relationships
enable
Customer insights
Better brand control
Improved margins
B2B buyers prefer to buy
directly from the brand
that manufactures the
product 88%
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Sales Are Global and Multi-brand
New
Geographies
Multiple Brands
& Product Lines
Long-Tail
Segments
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Create Powerful Buying Experiences
• Serve all buyers with a mobile-ready,
responsive site
• Boost sales with powerful
merchandising, promotions, & content
• Support B2B and B2C selling, multiple
brands, and multiple geographies
• Bring new campaigns to market fast
with staging and preview
38%Want flexibility
to purchase 24x7.
22%Want a faster
process.
*Forrester/Internet Retailer Q1 2017 B2B Buy-Side Online Survey of 183 B2B Buyers
B2B Buyers Are
Demanding Ease and
Efficiency.
17%Purchase on
sites that are
easiest to use.
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B2B Purchasing is Different
• Request for Quotes (RFQs) are
common practice
• Buyers frequently re-order products
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Buyers Still Need In-Person Assistance
Sales and Customer Service teams are still
critical to online purchasing
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Manual Order Processing is Costly
Cutting the Costs of Sales Order Processing, APQC, 2016
$7.00
$12.60
$21.00
$2.00
$4.00
$6.00
$-
$5.00
$10.00
$15.00
$20.00
$25.00
Top Performers Median Bottom Performers
Traditional Channels New Channels
Average Cost per Sales Order by Channel
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Enable Fast, Friction-Free Purchasing
• Efficiently manage quote
requests via a streamlined
workflow
• Enable fast ordering by SKUs
• Simplify recurring orders using
requisition lists
• Empower internal teams to
place orders for customers or
assist them with orders
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Ecommerce Is Part of a Larger Solution
“To what extent do you agree or disagree with the following
statement? Our eCommerce platform must:”
Building the B2B Omni-Channel Commerce Platform of the Future, Forrester Consulting, August 2014(Respondents who agreed or strongly agreed)
Integrate with our
back-end systems75%
Integrate with our
warehouse, shipping
& fulfillment systems74%
Integrate with our
call center system75%
Integrate with our social
media platforms62%
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Integrated Systems Unlock Better
Business Performance
Steps to Success in B2B Ecommerce, Aberdeen Group, February, 2015
20.5%
16.5%15.2% 14.8%
12.1%11.1%
6.3%5.4%
9.3%
7.8%
1.3%
4.0%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
Cross-sell and up-sell revenue
Return onmarketing
investments
Revenue from net-new customers
Annual companyrevenue
Improvement inaverage cost percustomer contact
Customer lifetimevalue
Ye
ar-
ove
r-ye
ar
pe
rce
nt
ch
an
ge
Companies that seamlessly integrate dataacross enterprise systems
All Others
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Customization is Always Required
Unique
Processes
Systems
Designs
Challenges
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IT Resources are Impacting Growth
Say amount of resources
could impact growth
39%
Intershop Ecommerce Report 2015, Aberdeen Group research, 2016
Say attracting and retaining
top talent is a key challenge
27%
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Simplify Ecommerce Management
• Easily integrate with backend systems
• Meet complex requirements with the global
Magento Ecosystem
• Focus on your business, rather than
IT - with reliable cloud commerce
• Provide complete inventory visibility
with Magento Order Management
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• Extensive APIs
• Open, modern platform
• Off-the-shelf connectors
Integrate with Any Backend System
ERP
CRM
PIM
OMS
WMS
ESB
Provide Complete
Inventory Visibility
• Accurate, real-time inventory levels across all locations
• Business rules “smart source” inventory to reduce fulfillment costs and meet delivery SLAs
• Orchestrate orders across channels
Dropship
Network
Branches
Internal
Distribution
Center
Suppliers
Channel
Partners
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Extend Your Team with the Magento
Ecosystem
Solution
Implementers
1000+
Magento Marketplace
Extensions
1000+
Of Custom
Extensions
100s
Platform in B2B & B2C
#1
Top-Tier Solution &
Technology Partners
300Developers
6,600 Certified
235K+
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Focus on Growing Your Business.
Leave IT to Us
• Reliable and scalable hosting
AWS-based, 24x7 monitoring, 99.99% SLA
Multiple global hosting regions
• High-speed CDN and performance
management tools
• Optimized for Magento
• Single contact for licensing,
hosting, and support services
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Insights Are Key to Achieving Goals
Revenue
Conversion Rates
Cross-selling / Up-selling
AOV
Campaign ROI
Cost to Serve
Order Errors
Acquisition Cost
Return Rates
Customer Lifetime Value
Customer Satisfaction
Online Adoption Rate
New vs. Repeat Customers
Best Sellers
Orders by Product
Sales by Product
Sales
Cost
Loyalty
Products
Page | 40© 2018 Magento, Inc.
Fuel Your Growth with Business
Intelligence
• Quote to order conversions
• Sales rep KPIs
• Company metrics
• Company metrics