digital trends and challenges in b2b commerce
TRANSCRIPT
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Digital trends and challenges in B2B Commerce
Bob EgnerVP, Product Management and Marketing
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2About Episerver
Where threesegments converge
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3About Episerver
Our Mission To build the leading digital experience delivery platform to empower our customers to createstandout experiences for their customers – everywhere they engage
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About Episerver
Our Company by the Numbers30,000websites powered globally
340employees across 15 offices
280,000web editors worldwide
8,800customers served in 30 countries
$2B+commerce transactions per year across all customers
880partners carrying our brands
33,000members in our developer community
100%focused on digital experience
4
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5
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Age of the Customer
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6
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990Age of the Customer
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7
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Age of the Customer
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8
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Customer 2010 - ??
Age of the Customer
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9
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Customer 2010 - ??
Systems designed for success here…
Need to adapt for the mobile power shift
Age of the Customer
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Digital trends and challenges
Consider the customer
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
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Digital trends and challenges
Consider the customer
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Acquisition
Business case to drive top line
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Digital trends and challenges
Digital trends and challenges
B2B Ecommerce Produces Results - Get on Board nowhttp://bit.ly/1Teu6JP
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Digital trends and challenges
Consider the customer
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Acquisition
GoalServiceLoyalty
Business case to drive top line
Business case to drive transformation
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15Digital trends and challenges
Focus on value1. Leadership and vision Just do it
Redesign orreconsider
Extend toenhance
Why?
Value to Business
Benefit tocustomer
low
high
low high
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16Digital trends and challenges
Focus on value1. Leadership and vision2. Customer experience
Value to Business
Benefit tocustomer
low
high
low high
efficiency
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17Digital trends and challenges
Focus on value1. Leadership and vision2. Customer experience3. Operational process
Value to Business
Benefit tocustomer
low
high
low high
efficiencyexpe
rienc
e
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18Digital trends and challenges
Focus on value1. Leadership and vision2. Customer experience3. Operational process4. Business model
Value to Business
Benefit tocustomer
low
high
low high
efficiencyexpe
rienc
etra
nsfor
mative
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19Digital trends and challenges
B2B Commerce trends and challenges• Re-evaluate technology ecosystem with mobile shift in mind
• Activate the online channel for immediate engagement and top line results
• Evaluate benefit to customer vs. value to business for journey / persona
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Secure account mgmt
Personalized content
Detailed product info
Multi-level pricingQuotation process
Campaigns and deals
Multi-region, currency
Flexibility to customizeEnhanced experience
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B2C best practiceContent and Commerce
Personalization
Blogs and micrositesVideos and tutorials
User generated content
Guided selling tools
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Native mobile appField engineer
journey
Guided sellingStreamlined
ordering
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Responsive siteField enablers
Localized catalogRecommendations
Related merchandise
Inventory planning
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33Digital trends and challenges
B2B Commerce trends and challenges• Re-evaluate technology ecosystem with mobile shift in mind
• Activate the online channel for immediate engagement and top line results
• Evaluate benefit to customer vs. value to business for journey / persona
• Use B2C best practices to improve experiences
• Streamline journeys to drive transformation (especially mobile)
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34Digital trends and challenges
Thank you
Questions?