B2B Customer Experience: 6 Keys to Drive Change and Digitally Transform

B2B Customer ExperienceSix Keys to Drive Change and Digital Transformation

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ABOUT PERFICIENT

Perficient is a leading information technology and

management consulting firm serving clients

throughout North America.

We help clients implement digital experience, business optimization,

and industry solutions that cultivate and captivate customers, drive

efficiency and productivity, integrate business processes, improve

productivity, reduce costs, and create a more agile enterprise.

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PERFICIENT PROFILEFounded in 1997

Public, NASDAQ: PRFT

2014 revenue $456.7 million

Major market locations:

Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga,

Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax,

Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis,

New York City, Northern California, Oxford (UK), Southern California,

St. Louis, Toronto

Global delivery centers in China and India

>2,600 colleagues

Dedicated solution practices

~90% repeat business rate

Alliance partnerships with major technology vendors

Multiple vendor/industry technology and growth awards

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INSITE SOFTWARE

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SPEAKERS

Brian Strojny

Co-Founder & EVP

Insite Software

David Hess

Digital Experience Group

Perficient

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B2B CUSTOMER EXPERIENCE

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B2B CUSTOMER EXPERIENCE

CX & B2B

Most customers only know a great

customer experience after it happens…

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CUSTOMER EXPERIENCE EXAMPLE

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MOST B2B MARKETERS BELIEVE…

79% think a better online experience will transform their business.

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DIGITAL TRANSFORMATION IS…

“Complicated”

“Expensive”

“Changing”

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WHAT HAPPENS IF YOU DON’T?

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TITLE?

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The Digital Disruption Has Already Happened

• World’s largest taxi company has no taxis (Uber)

• Largest accommodation provider owns no real estate (Airbnb)

• Largest phone companies own no telco infra (Skype, WeChat)

• World’s most valuable retailer has no inventory (Alibaba)

• Most popular media owner creates no content (Facebook)

• World’s largest movie house owns no cinemas (NetFlix)

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B2B CUSTOMER EXPERIENCE

6 Keys to Improving the Online B2B Experience:

1. Personalization

2. UX & Usability

3. Content

4. Intuitive Search

5. Mobile

6. Fulfillment & Follow up

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B2B PERSONALIZATION

What• Single login

• Personalized features

• Workflow

• Quoting

• Fast answers

Why• Faster order processing

• Higher conversion rates

• Loyalty

Sales Rep

Location Buyer

Corporate Buyer

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UX & USABILITY

UX/Usability• Fish Where the Fish Are

• Connect Rationally and Emotionally

• Be Easy to Do Business With

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UX & USABILITY

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UX & USABILITY

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UX & USABILITY

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UX & USABILITY

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UX & USABILITY

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CONTENT

“Not content

with your content”

• B2B buyers are also consumers

• B2B historically BORING DATA

• Invest in stronger…

•Images

•Videos

•Descriptions

•Reviews

•Product documentation

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CONTENT

YourBoringPortal.com

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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INTUITIVE SEARCH

Intuitive Search• Logical Navigation

• Suggested Search

• Quick Order

• Repeat Ordering

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MOBILE & RESPONSIVE

Key Feature ConsiderationsResponsive eCommerce Design

- Content needed to convert

- Overall density of site

- Product search

- Product filtering

- Product page features

- Checkout simplicity

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FULFILLMENT & FOLLOW UP

Fulfillment • Requisition/Approver

• Integrations

• Production/Warehouse Management

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Fulfillment • Requisition/Approver

• Integrations

• Production/Warehouse Management

FULFILLMENT & FOLLOW UP

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FULFILLMENT & FOLLOW UP

Fulfillment • Requisition/Approver

• Integrations

• Production/Warehouse Mgmt

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WHERE DO WE BEGIN?

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INDENTIFY YOURSELF: DIGITAL PREY OR DIGITAL PREDATOR?

Digital customer experience

Digital operational excellence

Digital Prey: Poor customer and

no digital foundation

Digital Operator: Have a strong

foundation of integration, web site,

mobile, and other technologies that

enable customer experience

Digital Connector: Engage

customers through apps, strong

eCommerce, and social

Digital Predator: Use a strong

technology foundation to enable

the digital customer experience at

all points in the customer lifecycleSource: Forrester Research, 2015

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DIGITAL ROADMAP

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A PROCESS ANCHORED IN RESEARCH, DATA & CUSTOMER INSIGHT

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3. What would you like to learn more about? - Digital transformation - Enhancing my site’s user experience- Online commerce for my customers - Improving my site search capabilities- More effective mobile experience- Optimizing my fulfillment operations.

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QUESTIONSType your question into the chat box

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FOLLOW US ONLINE

• Perficient.com/SocialMedia

• Facebook.com/Perficient

• Twitter.com/Perficient_MSFT

• Twitter.com/InsiteSoftware

Get the guide:

How Customer Experience Drives Digital

Transformation

bit.ly/digitaltransformationCX

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THANK YOU!

Brian Strojnybstrojny@insitesoft.com

David Hessdavid.hess@perficient.com