Digital trends and challenges in B2B Commerce

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

4

5

Manufacturing 1900 - 1960

Digital trends and challenges

Evolution of Advantage

Age of the Customer

6

Manufacturing 1900 - 1960

Digital trends and challenges

Evolution of Advantage

Distribution 1960 - 1990Age of the Customer

7

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?