b2b · launching a digital commerce channel. although more complex, b2b buyer expectations are set...
TRANSCRIPT
IRCE17 Jump Start Guide
B2B
Dealing with intricate business models and distinct operational processes, B2B organizations face unique challenges when
launching a digital commerce channel. Although more complex, B2B buyer expectations are set by their experiences as
private online consumers, which means that, beyond addressing the unique needs of B2B, you also have to include best
practice functionality from B2C.
RE L ATE D SE SSIONS
DATE
Tue, June 6
Tue, June 6
Tue, June 6
Tue, June 6
Tue, June 6
Tue, June 6
Tue, June 6
Tue, June 6
TIME
9:00 AM - 9:30 AM
9:30 AM - 10:15 AM
12:45 PM - 1:30 PM
1:30 PM - 2:00 PM
2:00 PM - 2:30 PM
2:45 PM - 3:15 PM
3:15 PM - 3:45 PM
3:45 PM - 4:30 PM
SESSION TITLE
Riding the Wave of B2B E-Commerce — For 17 Years
Where B2B E-Commerce Is Headed
Making B2B Sexy — It’s All About Personalization
How to Ensure All Resellers Are Singing from the Same Hymnal
Mobile Commerce, B2B Style: Ordering from the Job Site
How One Manufacturer Adopted E-Commerce to Sell in 30 Countries
What Makes Amazon’s B2B Site So Good?
Live Reviews: Does Your B2B Site Have What It Takes?
TRACK
B2B Workshop *
B2B Workshop *
B2B Workshop *
B2B Workshop *
B2B Workshop *
B2B Workshop *
B2B Workshop *
B2B Workshop *
* Workshop registration required
W W W.IRCE.COM | #IRCE17
There is wide range of technology solutions and services that can support your B2B efforts including logistics, wholesale, and shopping channels.
RE L ATE D RE SOURCE S
FitForCommerce has also developed Best Practice
Guides and Key Questions to Ask Providers
designed to help you prepare and make the most
out of your time at IRCE. For example, here is our
Best Practices for Omnichannel.
To help you navigate the exhibit floor at IRCE, here is
a category map for some of the mobile solutions and
technologies that you will want to explore.
SAMPLE
Be sure to stop by the FitForCommerce booth #1701 to pick up other Jump Start Guide topics and Best
Practice Checklists. Email us with any of your questions at [email protected].
SAMPLE
W W W.IRCE.COM | #IRCE17
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2282 2183 2182 2083 2082 1983 1982 1883 1882 1682 1583 1582 1483 883 882 782 683 583 582 483 482 383 382 283 282
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2012 1912 1113 312 112
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2101 2100 2000 1400 1100 1000 801 200 101
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EXHIBIT ENTRANCE Need Help Deciding Where To Go? Visit FitForCommerce's Booth For Guidance: #1701 EXHIBIT ENTRANCE
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1961 1960 860 460 260
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SELLING
LOUNGE
586
1781 1681 980 781 680
2146 1746 1647 1547 446
2286 2188 2187 2186 2088 2087 2086 1988 1987 1986 1888 1887 1886 1788 1787 1786 1688 1687 1686 1587 1588 1586 1487 EXB1 EXB2 EXB3 EXB4 EXB5 986 887 888 886 788 787 786 688 687 686 588 488 487 486 388 387 386 288 287
2282 2183 2182 2083 2082 1983 1982 1883 1882 1682 1583 1582 1483 883 882 782 683 583 582 483 482 383 382 283 282
2280 2181 2180 2081 2080 1981 1980 1881 1880 1680 1581 1580 1481 881 880 780 681 581 580 481 480 381 380 281 280
878 779 778 679 678 579 578 479 379 378 279 278
2276 2177 2176 2077 2076 1977 1976 1877 1876 1777 1776 1677 1676 1577 676 577 576 377 376 277 276
2175 2174 2075 2074 1975 1974 1875 1775 1774 1675 1674 1575 874 775 575 574 375 374 275
2173 2172 2073 2072 1973 1972 1873 1773 1772 1673 1672 1573 872 773 772 673 573 572 473 373 372 273
1770 271
2268 2169 2168 2069 2068 1969 1968 1869 1868 1769 1768 868 769 668 269
2266 2167 2166 2067 2066 1967 1966 1867 1866 1767 1766 1667 866 767 666 567 366 267
2262 2163 2162 2063 1863 1862 1763 1762 1663 1662 1563 763 762 663 662 563 562 463 363 362 263
2260 2161 2160 1861 1760 1661 1660 1561 761 661 660 561 560 461
2258 2159 2158 1758 1659 1658 858 759 659 658 558 459 458 258 159
2056 1956 1857 1657 1656 856 656 456 357 256 157
2254 2155 2154 2055 2054 1954 1855 1854 1655 1654 854 654 355 155
2252 2153 2152 2053 2052 1953 1852 1752 1653 1652 652 352 253 153
2151 2150 2051 1951 1750 1651 551 450 151
2149 2049 1949 1749 748 649 549 548 449
2147 2047 2046 1947 1946 1847 1747 746 647 547 546 447
2141 2140 2041 2040 1941 1840 1640 1441 1241 1040 841 740 641 341 340 241
2139 2138 2039 2038 1939 1838 1638 1439 1038 839 639 339 239
2136 2037 1937 1836 1737 1736 1637 1536 936 737 637 636 337
2134 2035 1935 1934 1534 1335 1235 934 735 335 334
2133 2033 2032 1933 1932 1333 232 133
2031 2030 1930 1430 131
2128 2029 2028 1928 1428 129
1820 1720 420 121 120
1818 418 119 118
1617 1416 1317 716 617 416 116
2014 1914 1714 1115 314 114
2012 1912 1113 312 112
2111 2110 2010 1511 310 110
2109 2108 1808 1709 1708 1608 508 409 208 109 108
2106 2007 1907 1806 1707 1606 506 407 207 206 104
2104 2005 1205 1004 905 904 805 204
2102 2002 1402 1102 1002 803 202
2101 2100 2000 1400 1100 1000 801 200 101
Ecommerce Platforms Ecommerce Platforms (cont.) Ecommerce Platforms (cont.) GlobalAcompra Group FiO Perficient Digital Flanders Investment and TradeAcumatica Guidance PFS InterCultural ElementsAdapty Handshake PrestaShop Inc. Interpro Translation SolutionsAmazon Business HumCommerce Pulse Commerce Lionbridge, Inc.Americaneagle.com, Inc. IBM PunchOut2Go Neusoft AmericaArtifi Inmar Inc. REES46 Translate.comBigCommerce Insite Software Salesfloor Translations.comBlue Acorn Intershop Salesforce VoyageOneBlue Horseshoe Jagged Peak SAP HybrisBlueSwitch Kibo Shopify PlusBold Commerce LYONSCG Shopify Plus Mobile CommerceBrainvire Infotech Inc Magento Commerce Sokrati Technologies Pvt. Ltd. Robosoft Technologies, Inc.Broadleaf Commerce Maropost Sales Cloud SureDone Unbound CommerceChetu Inc. McFadyen Solutions TAISTechClassy Llama Mercado Libre Tejas Software, Inc.CloudCraze Metacake Thanx Media Hosting/Performancecommercetools Mi9 Retail TouchCR Akamai TechnologiesCommerceV3 Mirakl UniteU Commerce .STORE Domain NamesDemac Media Miva, Inc VL CloudflareDrupal Commerce MobilityeCommerce Inc Volo Commerce Ecritel CorpeBay Mobius Knowledge Services PVT LTD VTEX eureQaeBrand Commerce MOCE Web 2 Market N7Etail Solutions mucheCo Webgility, Inc. NexcessFitForCommerce Narvar Inc. WebJaguar Platform.shFreewebstore Navigators Software (P) Ltd WooCommerce Rackspace
809778
15811656153
1777130015612033
307
155 453
2181854
17091701
4631801
829112
1307577
20661847
19532010
3721948
2521001
21461435
3351707
18072110
938481
762819
2129508
1115400
101716
980113
472929
46719291575
7291753
986
2104 900 401576 1119 367
429 412 2130 11041710 310 507 1432
1011 917 1040 2049838 1861 1667 1774
562 374 359 660659 580 506 256
1855 1004 834 647229 1134 1429 1934
400 301 201
EXHIBIT ENTRANCE Need Help Deciding Where To Go? Visit FitForCommerce's Booth For Guidance: #1701 EXHIBIT ENTRANCE
1001 901 900 601 501 401
103
1601 1300 7012001 1901 1900 1801 1701 1501
507 307 306
2103
1104 1005
1401 1301 1201 1101
2009 1909 1609 1308 1209 809
2006 1807 1507 1407
213 113
1710
1307
1011909
707209
1107 607
1716
Headshot Lounge
914 815
1913 1813 1713 16131610
1513
619 519 419
313
219 218
613 513 413 412
1017 9172119
2015
1919 1819 1719 1619
1129 1029 829 729 629 Lounge2129 1929 1829
Center1629 1529
918 819
715
718
712
1519 1419 1418 1319
1215
1119
1413 1212
2130Recharge Lounge Refresh
1429 1329 1229
1035 835 834 534 435 4342135 2034 1634 1535 1435 1334
537538 439 438
429 329
1371237 736 336
1139 1134
1039 939 938 838 739 638
147
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235
1833 1432
929
229 228
347
252
351
2048 1948 1849747
247
1955 1754 755 354 255
1753 1553 653 553 453
161
2059 1858 1759 758 359 358 259
1557 557
266
1961 1960 860 460 260
1669 569 368
1567 766 667 467 367
476
West Hall Café Concessions
774 675 475
472
452
#7Sent by
SELLING
LOUNGE
586
1781 1681 980 781 680
2146 1746 1647 1547 446
eCommerce Diligence™ Checklist
For 1000s of Best Practices and Advice across 100s of topics: Visit eCommerceKnow-How.com!
©FitForCommerce
B2B Ecommerce Best Practices
1. When starting out online, don’t duplicate everything you do offline, reengineer some processes. Many B2B companies have complex processes and many business rules. Building a site to do exactly what is done offline will make the ecommerce site a monstrous development project. Instead, build what is absolutely needed and use this as a way to reengineer your processes and rules.
2. Figure out what system does which tasks. Having multiple systems in place, each managing some aspect of the
B2B business may not be a bad thing. It may simplify the ecommerce site by having the ecommerce site just integrate to your credit system, to your customer database, etc.
3. Consider how your customers need to buy from you. Your customers have buying patterns unique to your
product lines. Do they buy the same products every month? Do they buy durable goods? Do they call to place orders or do your sales reps sell to them? Build tools to enable how they purchase from you.
4. Use your ecommerce to automate B2B type workflows. B2B ecommerce needs workflow capability to
automate and track common practices. Quote Request and Tax Certificate Management are two key workflows that should be built to reduce manual intervention. Credit request, invoice view/payment, and account management/user management are others that should be considered.
5. Build tools for outside and inside sales reps. Outside and inside sales reps need different tools. Depending upon
your organization, you may want to build tablet apps for your outside sales reps and a CRM / OMS for inside sales reps to tie into your ecommerce site.
6. Manage your inventory and customer expectations. Many B2B sites use drop shippers or share their inventory
with their B2C. Surprise backorders on the B2B site can run out of control. If you can’t have accurate online inventory, try to implement frequent inventory batch updates or real time checks. If neither are possible, e.g. unknown drop shipper inventory, then clearly communicate lead times and changes to order ship dates to your customers.
7. Rethink how you manage your customer data. B2B customers often have several people within each company
account that can purchase. They sometimes have different locations and divisions, each with different purchasing rules and processes. Your ecommerce site needs to understand this account hierarchy to facilitate workflows and approvals. However, the structure could be held on a separate CRM and integrated, see #2.
8. Consider offloading some customer management tasks to your customer. Use the ecommerce site to
empower your customers to manage their users, view and pay invoices online, request credit, manage tax certificates, etc. Take the burden of management of these tasks off your team and empower your customers.
9. Build your business by helping your customers (resellers) build theirs. Create a white label site system that
allows any of your customers to create their own ecommerce site. These white label sites can be branded to the individual reseller’s URL and content, but orders would come directly into your warehouse to send to their customers.
10. Expand your drop ship use and usability. Distributor type B2B ecommerce sites pull their products from the
manufacturers or their own warehouse. Expand your drop ship use to get more products from new manufacturers or other drop shippers and empower resellers to use your facilities as their drop shipper.
11. Watch the B2C space. Just because you built a great B2B site does not mean you can sit back and relax. Watch the
trends in the market, especially B2C apparel, for trends that you need to consider using within a year or two. If your competition is ahead of you, watch them as well to see what works in your space.
12. Create niche microsites to compete against your site and your competition. Creating a series of microsites,
each targeting a distinct market segment or product line, is useful to gain market share. If that market share comes from your main site instead of your competition, it is time to rethink how you created those sites and distinguished them from your site.
eCommerce Diligence™ Checklist
For 1000s of Best Practices and Advice across 100s of topics: Visit eCommerceKnow-How.com!
©FitForCommerce
B2B ecommerce Key Questions to Ask Providers Company
1. How long have you been in this business? How many clients? How many have you lost?
2. What clients fall into your “sweet spot”?
3. What peripheral or supporting services do you offer (e.g., design, email marketing, product feeds, SEO/SEM, customization, gateways)?
Products/Services
1. Is your solution offered as perpetual licensed software or on-demand multi-tenant solution?
If perpetual license: a. What are the hosting requirements? b. What should I expect regarding upgrades (both
timing and pain)? Cost? c. Do you provide customization &implementation
service? Can outside third parties be used? If SAAS/ASP:
a. Do all tiers include maintenance and support? b. How often are new features introduced? c. What do I do if I need a feature you don’t have or
plan to have soon?
d. Define your redundancy / disaster recovery. 2. What is your solution built on (which OS, code base and
database)? 3. Please describe your architecture. 4. How long to launch a basic site? A complex site? 5. Can third-party products be used within your platform in
place of the capabilities your product offers 6. What skills does my organization (or hired third party)
need to implement this platform? 7. What is your SLA for support issues? 8. What technical support services are available?
Features
1. What key features are included in your solution? a. Is there a key feature that only you have? b. What features are currently missing that many of
your competitors have? 2. What is your product‘s competitive advantage over other
packages? Why? a. Price? Dashboard? Ease of use? Flexibility? Don’t
say “all of the above”. 3. Is your platform geared strictly to B2B sales or is there
special B2B functionality available as well? a. Describe your B2B features. b. Workflows? Account Hierarchy? B2B Payment
methods? 4. How can you integrate data (product, order, customer,
etc.)? a. Is real-time integration possible? How? b. How effective are your import tools at uploading
hundreds (or thousands) of products/images at a time?
5. How easy is it to create microsites or to build overseas sites in other currencies / languages?
6. Do you have a staging or test environment and a data/content migration tool to push data and content to live?
7. What about your platform makes it search-engine friendly? a. How can we use your platform to improve our
search rankings? 8. How does your platform integrate with other systems
(fulfillment, CMS, analytics, social, back-office systems, etc.)?
9. What third party tools do your customers normally add on? Why?
10. Do you have a management console? a. What can I manage with it? Is it web-based,
application-based, other? 11. Please describe your reporting capabilities, ad hoc
reports, etc. a. Please provide a list of standard reports.
12. Does your platform come pre-configured for shipping, tax and payment processing integration? If I don’t want to use the providers you selected, what are my options?
13. What integrations exist to other systems? 14. What analytics tools does your platform include? Does it
provide the ability to analyze cart abandonment, quantify browser searches, tie product purchases to search terms, etc.?
15. Is it PCI compliant and certified?
Pricing
1. What is the license fee (if perpetual license)?
2. What are the pricing schedules and what features do they include? On what are they based? Provide an annual estimate of cost, based on some performance metrics.
3. How do you charge for annual support? What about maintenance?
4. Are there any hidden fees (e.g., implementation, transaction costs, revenue sharing)