The people of b2b and digital transformation insite software 3 main gas laws


A study by Google titled B2B Path to Purchase surveyed more than 3,000 B2B researchers and found they typically conduct 12 searches on average before going to a specific brand’s site. Google also found that over a third of B2B researchers search for a product name or capability, not by looking for a specific manufacturer or distributor. Nearly half of those surveyed reported they discovered entirely new brands simply from using a search engine.

Additionally, generational shifts are changing the manner in which B2B researchers work. According to the same Google study, these People of B2B not only regularly use their mobile devices for search, over a third of them download information via smartphone or tablet as well, and this trend is rapidly accelerating. To map a unified B2B commerce system to the evolving ways B2B researchers are conducting their work, a B2B commerce system has to handle:

A heating technician will need specific information about parts sent directly to their mobile device in real time. While a subject matter expert (SME) may be focused on research that helps provide the statistics needed to support a larger purchase. gas station near me open And a buyer may have specific criteria that funnel choices into the correct selection. Increasingly that may even happen via algorithm rather than human analysis.

When eCommerce is done right, it relieves the CSR from managing so many disparate transactions. Multi-tasking becomes the responsibility of the B2B commerce system itself. Instead of being left out of the customer experience conversation, CSRs are acknowledged and incorporated into the hybrid, omnichannel environment. gas variables pogil packet answers This is one of the ways that eCommerce can transform the organization by creating an opportunity for new processes to emerge.

When the commerce system is fully unified, systems are integrated so that data is shared in a real-time, synchronous fashion. Just like any role within the B2B buying cycle, CSRs need a single point of entry from which to view each unique customer’s transactional history, contracts, and every important interaction with sales, both online and in person.

Creating a unified commerce environment, and a customer experience that can be connected whether they’re dealing with the brand digitally or in person means that problems can be resolved more quickly and efficiently. Transactional intensity is managed no matter how complex the omnichannel. Most importantly, customer service representatives are valued and supported by a strong B2B commerce solution that increases their job satisfaction, and ultimately the company’s bottom line.

Field service technicians often experience losses to productivity in the course of doing their jobs. The amount of time it takes to diagnose and fix a problem is often multiplied exponentially by the effort to identify, locate and order the necessary materials. In addition, pricing contracts and procurement processes often need to be validated before moving forward to resolve a ticket.

Because the tech works mainly onsite at a customer location it’s important to have a robust mobile experience that can handle complex information and ordering needs. Unfortunately, many eCommerce initiatives view mobile as just an extension of a responsive website. electricity physics problems When the mobile strategy stops here, it is often the field service technician who is left with a cumbersome website, multiple portals, and often an ordering process that fails to recognize their unique needs.

Extending critical information to the app itself, not just through a responsive site, enables greater productivity and efficiency for field personnel and drives higher adoption and engagement. The technology exists and it’s not as expensive as one might think – the Insite solution, for example, includes a customizable native app at a fraction of the cost it would take to build a custom mobile solution. It’s easy to visualize examples of how this might work.

It’s easy to see how a strong mobile experience designed with the tech in mind can make their job easier. A rich mobile experience allows techs to avoid searching through giant databases of information for parts numbers or flipping through a print catalog because the search takes too long. It means fewer phone calls and makes it easier to place orders.

Of course, success is only possible when the native app is fully integrated with data from backend systems. When designing a fully unified B2B commerce environment, it’s vital that field service technicians have a real-time view into all the information they need, from custom catalogs, to warranty information, to transactional histories, to customer agreements and pricing policies.

Field service techs can be empowered by a robust mobile experience by eliminating phone calls to the office, finding parts information with robust search mechanisms and ordering with just one click. When techs are empowered it leads to more satisfied customers and even more sales. Focusing on the role of the field service technician is one way to increase productivity and increase post-purchase sales.

This component can reduce the time it takes for a customer to buy from a manufacturer or distributor. Researchers can create lists for buyers so they are aware of the items already approved for purchase. Plus adding lists to the workflow, especially when multiple buyers are involved, can accelerate the purchase by applying business rules like contract vendors, location and other factors that may impact the total purchase.

B2B buyers often use a web-based application or PunchOut catalog to browse items and purchase them directly online. The ability to place orders through the commerce system via a customized catalog, but automatically integrate that order information with the ERP system streamlines the buying process without losing important real-time order and tracking data.

The ability to easily re-order – the “rebuy” if you will – is critical to improving efficiency. So much of the B2B buyer’s job is not about placing new orders, it’s about re-ordering items from a manufacturer or distributor. electricity edison This could include parts regularly used to manufacture automobiles on the assembly line, or plumbing supplies that field technicians frequently need in stock. A strong B2B eCommerce solution gives the B2B buyer the ability to reorder varying quantities of the same item quickly and efficiently.

A B2B buying scenario often involves multiple buyers. electricity off You may have a buyer who can initiate an order, but does not have the ability to approve purchases. Another buyer may approve the purchases but is not involved in the actual buying transaction. Different buyers may purchase different items, and may even use different channels to initiate that order, from sending an email to using an app on their mobile device.

For that reason, buyers need to see information that is specific to them, from their approval authority to the business divisions or groups they buy for. B2B commerce differs widely from B2C eCommerce in this area, as buyers need to see custom catalogs that include only the products that are relevant to them, at customer-specific prices. The best user experience in the world will hold little value if the B2B eCommerce solution doesn’t provide a buying environment that is customized for that specific buyers’ needs, from products to pricing, and all the tools that support the order process.

For example, prices may vary depending on the customer, or fluctuate even within a customer based on the size of the order. Payment mechanisms differ as well, from credit card payments that carry a surcharge, to invoices with varying payment agreements. The accounts payable rep must not only understand all of the variables associated with each customer’s unique contract terms, but they must also ensure the customer is adhering to them. gas zeta costa rica Add cross-border payments to the mix (or even blockchain) and things get even more complicated.

Strong B2B commerce solutions rely heavily on smooth integration with backend systems. Accounts payable reps must have synchronous communication between the ERP, multiple accounting systems, customer portals, and the eCommerce solution. This may include the need for real-time calls to validate pricing, terms, and logistics like delivery. The ability to have this information updated and available within the system at any time without checking multiple contracts (or spreadsheets) is an enormous boost to productivity.

In many cases, it’s the accounting department that sees the most increase in productivity when the right eCommerce solution is implemented. The ability to access and pay invoices online, with the system providing all the updates to backend systems and reporting, can represent a massive improvement for many organizations bogged down by manual checks and balances in the accounts payable department.

In 2015 analyst firm Forrester caused a stir by predicting the “death of the B2B salesperson.” Although a new report two years later tempered that prediction, B2B salespeople sometimes still view eCommerce as their competition. This is usually due to a disconnect between eCommerce systems, and companies’ overall digital transformation strategies.

The sales team is usually tasked with introducing and inviting customers into the new digital buying experience. When they feel that eCommerce is the “competition” or that “their” customers will have a bad experience, sales may be reluctant to encourage adoption of the new online paradigm. B2B sales does not become irrelevant when eCommerce is introduced. However, the role is certainly transformed in more ways than one.

It’s important to remember that sales needs to be considered throughout the entire commerce cycle. When sales is brought into the planning phase in terms of digital transformation strategy, the role of the sales representative can evolve to dive much more deeply into true business development. Sales can spend their time building strategic relationships with customers where the ROI makes sense to do so.

In a truly unified B2B eCommerce environment, the role of sales doesn’t disappear at all. In fact, in an ideal world, this role is elevated to that of a consultative business advisor. electricity was invented Manufacturers and distributors need to be ready for this change not only by including sales in the planning process but with a commerce environment that keeps them apprised of all the activity occurring within the customer buying cycle, whether it’s happening directly or within a digital transaction. Summary: How eCommerce Benefits Every B2B Person