Enterprise B2B Imitates B2C
Enterprise Buyers are Mimicking Consumer Shoppers
61% of B2B buyers report third-party sites and feedback from business partners, peers and social channels as more important than conversations with their sales teams when deciding on a purchase.
Technology Is the Cause and Cure
45% of respondents say IT plays a greater role in customer experience than previously.
Will Technology Replace Salespeople?
83% of businesses say IT, marketing and manufacturing play larger roles in managing customer experiences than they did three years ago.
Processes and Technology Investments’ Roles are Changing
80% of companies have changed at least one business process involved in customer interactions in the past three years.
Top Three Changed Business Processes
44% increased their investments in customer sales and tech support, 40% increased the number of employees interacting with customers, 32% increased automation in the sales process
Customer Experience Is Worth Increased Cost.
Customers are willing to pay up to 30% more for a superior purchasing experience. 56% of those surveyed report paying more during the last six months because the customer experience was better, and they had less expensive options.
Improved Customer Experience Pays Off
60% of companies that have built new processes to accommodate shifts in customer interactions have increased revenue., 60% report a larger customer base., 61% report increased customer loyalty.
Feedback From Peers
89% of buyers consult a business partner, social networks, or talk with peers who have already bought the product or service they are considering.
Enterprise Buyers Give Feedback Publicly
40% of buyers reviewed a company on a third-party Website. 32% posted a review on social media, like Facebook or LinkedIn. 19% tweeted about their experience.
Over Half are Investing in Mobile, Social Media and Apps
55% are investing in mobile devices, 54% are investing in social media, 53% are investing in mobile apps
More Companies Plan to Improve Customer Interaction
83% of respondents say they will invest in technology to improve customer experience.
C-Level Executives Perceive Customer Interaction Positively
77% of business unit leaders and 66% of IT decision-makers believe their customer experience is better than the competition’s.
