Anatoly roytman building the b2 b omni channel commerce platform of the future
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Transcript of Anatoly roytman building the b2 b omni channel commerce platform of the future
Copyright © 2015 Accenture All rights reserved. 1
Building The B2B Omni-Channel
Commerce Platform Of The Future
Recent Research on B2B Buyers
Copyright © 2015 Accenture All rights reserved. 2
With more coming soon…
Agenda
3 Copyright © 2015 Accenture All rights reserved.
Description of the research
Highlights and findings Key takeaways Discussion
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Large Scale B2B Buy Side Survey
Copyright © 2015 Accenture All rights reserved.
(Numbers may not total 100% due to rounding)
*Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
*Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
Canada
16% n=149
US
35% n=326
UK
16% n=149 France
17% n=158
Germany
16% n=149
5
Large Scale B2B Sell Side Survey
Copyright © 2015 Accenture All rights reserved.
(Numbers may not total 100% due to rounding)
*Base: 526 B2B sellers at organizations in Canada, US, UK, France, and Germany
*Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
Canada
10% n=53
US
34% n=179
UK
19% n=100 France
18% n=95
Germany
19% n=100
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Key Findings
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Technology is a critical enabler for omni-channel success
B2C experiences once again driving B2B expectations
“Transformation” requires significant organizational and process change too
8
B2B Buyers Expect to Buy More Online
Copyright © 2015 Accenture All rights reserved.
52% expect to make half or more of their work purchases online in 3 years
Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
9
Rising Expectations for Key Functionality
Cross-Channel Visibility
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Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
“How important are the following when you are
making work-related purchase online?”
(B2B buyers who answered important or very important)
Buy from branch;ship direct to me
Deliver on the same day
73%
61%
Reserve online; pick upfrom branch 43%
Buy online; pick upfrom branch 41%
“How important are the following when you
are making work-related purchase online?”
(B2B buyers who answered important or very important)
Look up product information(across any channel)
View my activities acrossall channels
74%
68%
Return or exchange acrossdifferent channels
64%
Share unified account andorder history across channels
62%
Omni-Channel Fulfilment Options
Rising Expectations for Key Functionality
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Customer Loyalty
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Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
82% of B2B buyers would buy again from the same supplier because of that supplier’s broad selection
Rising Expectations for Key Functionality
12
Broadest Selection Drives Where B2B Buyers Start
“I typically start my research for products and services I buy for work on an online site because it is”
Copyright © 2015 Accenture All rights reserved.
Base: 110 B2B buyers
Source: Q2 2014 Forrester/Internet Retailer B2B Buy-Side Survey
13
Pricing
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Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
84% of B2B buyers would buy again from the same supplier because of consistently low prices
14
Prices Drive Where B2B Buyers Finish
“I typically make my final purchase of products and services I buy for work on an online site
because it is”
Copyright © 2015 Accenture All rights reserved.
Base: 94 B2B buyers
Source: Q2 2014 Forrester/Internet Retailer B2B Buy-Side Survey
16
B2B Omni-channel Imperative
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany.
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
72% of B2B companies said that omni-channel customers are worth substantially more to them than single channel customers
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B2B Omni-channel Imperative
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany.
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
66% believe that B2B customers expect omni-channel capabilities today.
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B2B Omni-channel Imperative
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66% believe they can drive additional efficiencies and cost savings through better inventory and assortment planning
Base: 526 B2B companies in Canada, US, UK, France, and Germany.
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
19
B2B Omni-channel Imperative
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Where do successful B2B sellers direct their efforts?
New 2015 B2B
Channel Shift Study
In 2015 Accenture Interactive surveyed 50 senior-level digital and eCommerce professionals at large B2B organizations (revenues at $500 million plus).
20
B2B Omni-channel Imperative
Copyright © 2015 Accenture All rights reserved.
Business Factors that Would Improve by Shifting Customers Online
New 2015 B2B
Channel Shift Study
In 2015 Accenture Interactive surveyed 50 senior-level digital and eCommerce professionals at large B2B organizations (revenues at $500 million plus).
21
Demands for New Platform Capabilities
Copyright © 2015 Accenture All rights reserved.
Personalization Reporting/ analytics
Pricing optimization
Flexible payment options
Back-end integration
22
Personalization
“How much do you agree or disagree with the following statement? Our eCommerce platform must”
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
23
Analytics
“How much do you agree or disagree with the following statement? Our eCommerce platform must”
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
24
Pricing Optimization
“In which of the following technology innovations does your firm plan invest in the future?”
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
Copyright © 2015 Accenture All rights reserved. 25
Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
69% of business buyers
PREFER to use direct,
instant online forms of
payment (e.g. credit cards,
payment systems) over
purchase orders, invoices,
and eProcurement portals.
26
Back-End Integration
“To what extent do you agree or disagree with the following statement? Our eCommerce
platform must” (Respondents who agreed or strongly agreed)
Copyright © 2015 Accenture All rights reserved.
Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
27
Aligning Customer Expectations With Technology Priorities
B2B Buyers B2B Sellers
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*Base: 930 B2B buyers at organizations in Canada, US, UK, France, and Germany
**Base: 526 B2B companies in Canada, US, UK, France, and Germany
Source: A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris, August 2014
“Of the following, which three features/functions
would you most like your suppliers to offer?”*
“Based on your customers online needs,
which of the following technology initiatives
are a top priority over the next 18 months?”**
Copyright © 2015 Accenture All rights reserved. 30
• Become intimate with
the business buyer
• Weave digital into all
aspects of your operations
• Leverage your partner
ecosystem to support
omni-channel commerce
Questions?
31 Copyright © 2015 Accenture All rights reserved.
Thank You
Anatoly Roytman
MANAGING DIRECTOR
Europe, Africa & Latin America
Accenture Interactive, and
Global Digital Commerce Lead [email protected]
Learn more at:
accenture.com/interactive
@AccentureSocial