Customers want self-service. It’s both immediate and convenient. They want to have access to all and any information they need without calling customer service. Customers want to self-service with minimal effort and minimal clicks. Today this is equally true for consumers and for business-to-business customers, distributors and wholesalers.
eCommerce doesn’t replace trusted relationships. It shifts the activities upon which a relationship is built. Trust is built with every thoughtful step in delivering a seamless — and delightful — experience for your customer.
Always remember that Amazon is setting the tone for your customer. You may need to catch up with Amazon’s service delivery, and then continue to accelerate.
Your customers want to be able to log in, create their purchase list, save those lists, and re-order when they need. Your customers also expect to have access to their price, terms, account balance, documents (invoices, proof of delivery, certificates) etc.
They further expect to view your available inventory and transparency in product information, delivery time and cost, return rules and terms.
They want to see their order history. They may want to place a blanket order, and do call-offs throughout the year.
How efficiently your customers can find the products they buy is now table-stakes, and a platform for customer communication, customer engagement — and growing what else a customer might buy.
Learn more about the Magento & Leanswift eConnect B2B Solution.
When you’re early in your eCommerce journey, the technical considerations may weigh as heavily as the organizational considerations. Many manufacturing and distribution organizations have grown on the backs and hard work of veteran field agent, account managers with long and deep customer relationships.
eCommerce does not replace your field team. Think of it as opening new ability to scale your customer base, and interact in a more meaningful way with customers.
And, as Augusta Sportswear grows with acquisitions, its many brands and channels adopt the same eCommerce solution, ensuring back-end operational alignment and customer-facing integrity for each unique brand.
The best business case should be adapted for your own sales and customer service organization. Experiment with our eCommerce Calculator to evaluate the potential for your organization.
Anticipating all potential issues up-front will make it 10,000 times easier to mitigate the risks. Have an open conversation with your eCommerce team — that includes sales, IT, marketing, finance and customer service.
Anticipating all potential issues up-front will make it 10,000 times easier to mitigate the risks. Have an open conversation with your eCommerce team — that includes sales, IT, marketing, finance and customer service.
A seamless online customer experience requires real-time integration with many enterprise systems. See how we did it in real time in our Master Halco Infor M3 Implementation Case Study.
There are many ways of measuring the performance of your eCommerce ecosystem. Once you’ve launched and established a baseline — the work turns to continuous improvement.
The amount of money every customer spends per transaction on your ecommerce store.
Total Revenue/Total Orders placed
Average order value benchmarks by Industry ( in GBP)
The percentage of customers the company has retained over a given time period. Retention rate is a reverse side of churn rate, which shows the percentage of customers a company has lost over a specific period.
x existing customers at the end of the period ( - ) x newly acquired customers during that period ( / ) x existing customers at the beginning of the period (*) 100
What is your primary bussiness?
Indicate your merchant category
This is when a potential customer starts a check out process for an online order but drops out of the process before completing the purchase.
Divide the total number of completed purchases by the number of shopping carts created. Subtract the result from one and then multiply by 100 for the abandonment rate.
The average shopping cart abandonment rate is 75.6%
is a fulfillment method where a merchant does not carry any inventory on hand. Instead they sell products to consumers via an online store (eCommerce), send the customers’ orders to the manufacturer and have the manufacturer ship the goods directly to the customer.
Is an automated function that will streamline the entire ecommerce process from capturing an order to approving it, converting a sales order into a purchase order for distributor and then sending an invoice post shipment.
There are many ways of measuring the performance of your eCommerce ecosystem. Once you’ve launched and established a baseline — the work turns to continuous improvement.
The amount of money every customer spends per transaction on your ecommerce store.
Total Revenue/Total Orders placed
Average order value benchmarks by Industry ( in GBP)
The percentage of customers the company has retained over a given time period. Retention rate is a reverse side of churn rate, which shows the percentage of customers a company has lost over a specific period.
x existing customers at the end of the period ( - ) x newly acquired customers during that period ( / ) x existing customers at the beginning of the period (*) 100
What is your primary bussiness?
Indicate your merchant category
This is when a potential customer starts a check out process for an online order but drops out of the process before completing the purchase.
Divide the total number of completed purchases by the number of shopping carts created. Subtract the result from one and then multiply by 100 for the abandonment rate.
The average shopping cart abandonment rate is 75.6%
is a fulfillment method where a merchant does not carry any inventory on hand. Instead they sell products to consumers via an online store (eCommerce), send the customers’ orders to the manufacturer and have the manufacturer ship the goods directly to the customer.
Is an automated function that will streamline the entire ecommerce process from capturing an order to approving it, converting a sales order into a purchase order for distributor and then sending an invoice post shipment.
One prediction is absolutely certain: It is expected of you to provide customer self-service. In our personal lives as well as our business lives, nobody wants to wait for customer service. Nobody wants to click through phone prompts.
Any type of transaction a customer can do should be mobile-enabled, whether it be something simple like paying an invoice, or something more complicated like signing up as a reseller.
Mobile-first development
Conversational customer service with chat
Global nuances, languages & legal requirements
Ability to get a quote & convert an order
Rich and real-time account history, like viewing accumulated purchases & discounts, or tracking toward agreements
Business relationship documentation like W9s
Product lifecycle information
Training & certifications
One prediction is absolutely certain: It is expected of you to provide customer self-service. In our personal lives as well as our business lives, nobody wants to wait for customer service. Nobody wants to click through phone prompts.
Any type of transaction a customer can do should be mobile-enabled, whether it be something simple like paying an invoice, or something more complicated like signing up as a reseller.
Mobile-first development
Conversational customer service with chat
Global nuances, languages & legal requirements
Ability to get a quote & convert an order
Rich and real-time account history, like viewing accumulated purchases & discounts, or tracking toward agreements
Business relationship documentation like W9s
Product lifecycle information
Training & certifications