anatoly roytman building the b2 b omni channel commerce platform of the future

Copyright © 2015 Accenture All rights reserved. 1

Building The B2B Omni-Channel

Commerce Platform Of The Future

Recent Research on B2B Buyers


With more coming soon…

https://www.accenture.com/us-en/insight-building-b2b-omni-channel-commerce-platform-future.aspx

https://www.accenture.com/us-en/insight-channel-shift-measuring-b2b-efforts.aspx

Agenda

3 Copyright © 2015 Accenture All rights reserved.

Description of the research

Highlights and findings Key takeaways Discussion

4

Large Scale B2B Buy Side Survey

Copyright © 2015 Accenture All rights reserved.

(Numbers may not total 100% due to rounding)

*Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany

*Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014

Canada

16% n=149

US

35% n=326

UK

16% n=149 France

17% n=158

Germany

16% n=149

5

Large Scale B2B Sell Side Survey


(Numbers may not total 100% due to rounding)

*Base: 526 B2B sellers at organizations in Canada, US, UK, France, and Germany

*Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014

Canada

10% n=53

US

34% n=179

UK

19% n=100 France

18% n=95

Germany

19% n=100

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Key Findings


Technology is a critical enabler for omni-channel success

B2C experiences once again driving B2B expectations

“Transformation” requires significant organizational and process change too

B2B Buyer Behavior


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B2B Buyers Expect to Buy More Online


52% expect to make half or more of their work purchases online in 3 years

Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany

Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014

9

Rising Expectations for Key Functionality

Cross-Channel Visibility




“How important are the following when you are

making work-related purchase online?”

(B2B buyers who answered important or very important)

Buy from branch;ship direct to me

Deliver on the same day

73%

61%

Reserve online; pick upfrom branch 43%

Buy online; pick upfrom branch 41%

“How important are the following when you

are making work-related purchase online?”

(B2B buyers who answered important or very important)

Look up product information(across any channel)

View my activities acrossall channels

74%

68%

Return or exchange acrossdifferent channels

64%

Share unified account andorder history across channels

62%

Omni-Channel Fulfilment Options



Customer Loyalty




82% of B2B buyers would buy again from the same supplier because of that supplier’s broad selection


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Broadest Selection Drives Where B2B Buyers Start

“I typically start my research for products and services I buy for work on an online site because it is”


Base: 110 B2B buyers

Source: Q2 2014 Forrester/Internet Retailer B2B Buy-Side Survey

13

Pricing




84% of B2B buyers would buy again from the same supplier because of consistently low prices

14

Prices Drive Where B2B Buyers Finish

“I typically make my final purchase of products and services I buy for work on an online site

because it is”


Base: 94 B2B buyers

Source: Q2 2014 Forrester/Internet Retailer B2B Buy-Side Survey

The B2B Omni-Channel Imperative

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16

B2B Omni-channel Imperative


Base: 526 B2B companies in Canada, US, UK, France, and Germany.


72% of B2B companies said that omni-channel customers are worth substantially more to them than single channel customers

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66% believe that B2B customers expect omni-channel capabilities today.

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66% believe they can drive additional efficiencies and cost savings through better inventory and assortment planning



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Where do successful B2B sellers direct their efforts?

New 2015 B2B

Channel Shift Study

In 2015 Accenture Interactive surveyed 50 senior-level digital and eCommerce professionals at large B2B organizations (revenues at $500 million plus).

20



Business Factors that Would Improve by Shifting Customers Online

New 2015 B2B

Channel Shift Study

In 2015 Accenture Interactive surveyed 50 senior-level digital and eCommerce professionals at large B2B organizations (revenues at $500 million plus).

21

Demands for New Platform Capabilities


Personalization Reporting/ analytics

Pricing optimization

Flexible payment options

Back-end integration

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Personalization

“How much do you agree or disagree with the following statement? Our eCommerce platform must”


Base: 526 B2B companies in Canada, US, UK, France, and Germany


23

Analytics

“How much do you agree or disagree with the following statement? Our eCommerce platform must”




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Pricing Optimization

“In which of the following technology innovations does your firm plan invest in the future?”








69% of business buyers

PREFER to use direct,

instant online forms of

payment (e.g. credit cards,

payment systems) over

purchase orders, invoices,

and eProcurement portals.

26

Back-End Integration

“To what extent do you agree or disagree with the following statement? Our eCommerce

platform must” (Respondents who agreed or strongly agreed)




27

Aligning Customer Expectations With Technology Priorities

B2B Buyers B2B Sellers


*Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany

**Base: 526 B2B companies in Canada, US, UK, France, and Germany


“Of the following, which three features/functions

would you most like your suppliers to offer?”*

“Based on your customers online needs,

which of the following technology initiatives

are a top priority over the next 18 months?”**

Beyond Technology


New Organizational Structures



• Become intimate with

the business buyer

• Weave digital into all

aspects of your operations

• Leverage your partner

ecosystem to support

omni-channel commerce

Questions?


Thank You

Anatoly Roytman

MANAGING DIRECTOR

Europe, Africa & Latin America

Accenture Interactive, and

Global Digital Commerce Lead [email protected]

Learn more at:

accenture.com/interactive

@AccentureSocial

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