IDC's Digital Commerce B2B service explores how organizations engage customers through B2B channels and deliver value and innovative customer experiences by leveraging digital technologies. The CIS analyzes key trends and identifies market opportunities around B2B sales and improving customer experience (CX) in this segment.
Enterprises and SMB companies have traditionally been slow to adopt digital B2B commerce, but this is gradually changing. In the same way, delivering a value-driven CX in B2B settings is getting increased attention due to its inherent complexity (i.e., the need to build long-term relationships and more collaborative processes and involving multiple stakeholders) as well as customers demanding more seamless, personalized, and connected buying experiences. In many instances, this is a new endeavor, and they need to step out of their comfort zone and try to address the market in a much more dynamic way. It is therefore crucial that IT vendors articulate the value of their solutions for companies to address this fast-evolving segment.