digital trends and challenges in b2b commerce
TRANSCRIPT
Digital trends and challenges in B2B Commerce
Bob EgnerVP, Product Management and Marketing
2About Episerver
Where threesegments converge
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
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
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Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Age of the Customer
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Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990Age of the Customer
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Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Age of the Customer
8
Manufacturing 1900 - 1960
Digital trends and challenges
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Customer 2010 - ??
Age of the Customer
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
Digital trends and challenges
Consider the customer
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Digital trends and challenges
Consider the customer
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Acquisition
Business case to drive top line
Digital trends and challenges
Digital trends and challenges
B2B Ecommerce Produces Results - Get on Board nowhttp://bit.ly/1Teu6JP
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
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
16Digital trends and challenges
Focus on value1. Leadership and vision2. Customer experience
Value to Business
Benefit tocustomer
low
high
low high
efficiency
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
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
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
Secure account mgmt
Personalized content
Detailed product info
Multi-level pricingQuotation process
Campaigns and deals
Multi-region, currency
Flexibility to customizeEnhanced experience
B2C best practiceContent and Commerce
Personalization
Blogs and micrositesVideos and tutorials
User generated content
Guided selling tools
Native mobile appField engineer
journey
Guided sellingStreamlined
ordering
Responsive siteField enablers
Localized catalogRecommendations
Related merchandise
Inventory planning
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)
34Digital trends and challenges
Thank you
Questions?