Intelligent CIO North America Issue 6 - Page 38

TALKING

‘‘ business

Lumoa , 2019 )
11 . In their 2020 report , PWC found that the number of companies investing in the omnichannel experience has jumped from 20 % to more than 80 %. ( PWC , 2019 )
12 . 46 % will leave a website because of a lack of message ( it ’ s not clear what the company does ), and 37 % will leave because of poor design or navigation . ( Blue Corona , 2018 )
13 . 80 % of B2B buyers are using mobile at work , and more than 60 % report that mobile has played a significant role in a recent purchase . ( Boston Consulting Group , 2018 )
14 . 91 % of B2B buyer searches are carried out on a mobile device . ( Frost & Sullivan , 2020 )
15 . More than 90 % of buyers say they ’ re likely to buy again from a vendor that had a superior mobile experience , compared to just 50 % of those who report a poor experience . ( BCG , 2017 )
Future of B2B e-commerce
16 . Gartner has predicted that B2B companies with e-commerce personalization will outsell by 30 %
17 . By 2025 , 72 % of sellers expect the majority of their business revenue to come from e-commerce sites . ( Digital Commerce360 , 2019 )
18 . Furthermore , 91 % of customers would use an online knowledge base , if it were available and tailored to their needs . ( ZenDesk , 2019 )
19 . Weighed on a five-point scale , B2B buyers rank the importance of self-service tools at 4.41 and knowledgeable sales reps at 4.35 . Coming in for third place is 24 / 7 service , which scored a value of 4.21 . ( Digital Commerce 360 , 2019 )
20 . 26 % of B2B online purchasers think their company ' s online purchase volume ( total $) will increase in the coming year . ( Digital Commerce 360 , 2019 )
Turning data into action
As shown by these statistics , the B2B customer experience ( CX ) has become top of mind and isn ’ t going anywhere anytime soon . Make the most of your B2B relationships by creating easy buying experiences akin to B2C but keep a careful eye on the factors that make the B2B buyer journey unique . p
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