b2b digital transformation
TRANSCRIPT
Digital strategy, chief digital officers, digital teams, digital first, digital strategy, digital
innovation, digital governance…
Expect better customer service
@Acme. I have a question.
Can you help? Posted 10 minutes ago
Why haven’t theyreplied yet?
Buyers are increasingly becoming a younger generation. A generation who is used to using products that
are easy to use and now they expect that from their B2B solutions.
Leo Bley, PWC
By 2018, 67% of the CEOs of Global 2000 enterprises will have digital
transformation at the center of their corporate strategy.
Gartner
125,000 large organizations are launching digital business initiatives now and that
CEOs expect their digital revenue to increase by more than 80% by 2020.
Gartner
B2B and B2C are not that different:— Need online visibility.
— Desire word of mouth recommendation.
— Fear negative online reviews.
— Want a wider global audience.
— Are increasingly selling based on service and support.
— Recognise the value of a good customer experience.
- Increased conversion.
- Increased average value.
- Improved loyalty.
- More recommendations.
- Lower customer service cost.
- More repeat business.
- Lower cost of sales.
- Improved brand perception.
- Improved brand awareness.
- Improved offering.
- Lower marketing costs.
- Lower product development costs.
- New product innovations.
- Faster to market.
- It differentiates.
Benefits of a great digital customer experience
Ultimately digital is about people and not technology. It is about better serving the connected customers.
Brian Solis
Bureaucracies are honed by the past and almost never can they deal
effectively with the future.
Leroy Hood
A bolt on approach has led to some big failures
Birmingham Council £2.5 million (£2m over budget)
Department of Trade and Industry £11.78 per visit
Healthcare.gov $319 million. Set to rise to $677 million.
69% of customers say that they feel really good about both the company and themselves when
they are able to answer a question or solve a problem related to that company on their own.
Millennials: Customer, Serve Thy Self
Expenditure on digitalEffectiveness of site
Cos
tvs
Effec
tive
nes
s
Redesign project
Site begins to damage brand
An ongoing investment
Incremental and continual
Time
Expe
ndi
ture
ondi
gita
l
What we know aboutthe user.
Launching new website