Forrester eCommerce

JUNE 4, 2023

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

Operations 369

Operations Customer Experience Customer B2B 369

Forrester eCommerce

MAY 20, 2020

Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.

B2B 344

B2B Customer Experience Customer Management 344

Forrester eCommerce

NOVEMBER 11, 2021

When we asked B2B marketing and brand leaders in Forrester’s 2021 Brand And Communications Survey if they act in […]. We all want to be trusted, and, in turn, we are inclined to trust others. So it is perhaps unsurprising that we have a highly inflated sense of levels of trust, especially in our professional lives.

B2B 369

B2B Marketing Other Customer Experience 369

Forrester eCommerce

JUNE 24, 2019

More than 500 B2B marketers told Forrester their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i]

B2B 390

B2B Events Marketing Customer Experience 390

Forrester eCommerce

FEBRUARY 10, 2020

GetWhen I describe what customer experience management requires to be able to transform a CX vision into reality, I often hear from my audience: “this is interesting, but we are different“ The nature of that difference is then often stated as: we are operating in B2B, not B2C; or we operate in a heavily regulated […].

B2C 516

B2C B2B Customer Experience Operations 516

Forrester eCommerce

MARCH 17, 2023

Marketing Operations must rationalize revenue technology by removing point solutions to both reduce costs and achieve customer experience goals.

Customer Experience 362

Customer Experience Operations Technology Marketing 362

Retail TouchPoints

OCTOBER 6, 2022

Headless commerce provider commercetools has added B2B functionalities to the core offering of commercetools Composable Commerce. The new functionality offers features including seamless account management and checkout processes and the ability to view, search and browse an entire product catalog online.

B2B 275

B2B B2C Customer Experience Management 275

Forrester eCommerce

AUGUST 28, 2019

The B2B C-suite is demanding you accelerate your digital transformation. Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. This means you face more pressure to show progress and benchmark your maturity. My newly released […].

B2B 369

B2B eCommerce Other Customer Experience 369

Retail TouchPoints

JULY 26, 2024

Your buyers expect accuracy, flexibility and a seamless purchase experience, yet order errors are a leading cause of frustration for B2B buyers. In fact, according to recent data, 68% of B2B buyers are discouraged from ordering online due to order errors. The answer lies in the inherent complexity of their business processes.

B2B 261

B2B Payment Services Payments Shipping Costs 261

Forrester eCommerce

FEBRUARY 2, 2024

Marketers face long standing event planning and execution challenges In the ever-evolving landscape of B2B marketing, events continue to dominate marketing program spend. However, many event marketers struggle to fully capitalize on the value of their investments due to long-standing challenges.

B2B 341

B2B Events Marketing Customer Experience 341

Forrester eCommerce

JULY 12, 2022

But what are the critical assessments and actions sales leaders should make in their ongoing B2B sales strategy? Evidence from past economic downturns suggest leaders who quickly assess and then decisively act will best position their company for success. Education Become versed on economic principles (inflation, stagflation, recession).

B2B 73

B2B Customer Experience Operations Customer 73

Forrester eCommerce

MAY 10, 2023

B2B audiences expect the same responsiveness and relevance in interactions with providers that they seek in their personal consumer interactions.

B2B 369

B2B Customer Marketing Consumer 369

Retail TouchPoints

OCTOBER 8, 2024

It’s unclear why B2B ecommerce is often compared with B2C, given how different the experiences are for buyers and the underlying infrastructures for selling products online. Yet the comparisons persist, with many B2B companies frustrated that they can’t fully monetize their ecommerce channel.

B2B 264

B2B eCommerce Platforms eCommerce B2C 264

Forrester eCommerce

AUGUST 4, 2020

B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver.

Events 395

Events B2B Customer Experience Technology 395

Retail TouchPoints

DECEMBER 7, 2022

That’s what creates an exceptional customer experience. With a single view and the right observability to hand, creating a unique experience isn’t just possible; it’s highly probable. Whether a company operates in B2B or B2C marketplaces, it’s critical to ensure that you’re working at peak performance.

Customer Experience 317

Customer Experience Payment Services Customer eCommerce 317

Retail TouchPoints

JANUARY 24, 2024

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Navigating digital transformation in 2024’s B2B ecommerce landscape hinges on a deeper comprehension of AI, omnichannel strategies and social commerce.

B2B 263

B2B eCommerce BigCommerce Omnichannel 263

Groove

APRIL 15, 2024

B2C platforms often do not keep up with these changes or may not meet the unique requirements of B2B transactions. BigCommerce has a solution to that never-ending problem: BigCommerce B2B Edition. What Are the Four Factors Driving B2B to Shift to eCommerce? What Are Some of the More Common Features of BigCommerce B2B Edition?

BigCommerce 230

BigCommerce B2B B2C Customer Retention 230

Forrester eCommerce

AUGUST 10, 2022

ML algorithms have gotten smarter, vendors are introducing and refining capabilities for actioning those deep insights, and modern buying behaviors continue to push marketers to rethink their approaches to the customer experience (CX).

B2B 73

B2B Marketing Customer Experience Technology 73

Retail TouchPoints

MARCH 6, 2025

. “Home Depot customers have always relied on the expertise of our orange-aproned associates in the aisles of our stores to answer questions and help them solve problems,” saidJordan Broggi, EVP of Customer Experience and President – Online in a statement.

Customer 252

Customer B2B Improvements Customer Experience 252

Forrester eCommerce

FEBRUARY 17, 2021

How many buyers really use the website? This was a question asked in a recent conversation with a consulting services client. It was asked in response to a critique of the website. My analysis showed how difficult it was for a buyer to understand digital business transformation services from the firm’s website.

B2B 474

B2B Customer Experience Management Marketing 474

Forrester eCommerce

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 361

B2C B2B Customer Experience Customer 361

Retail TouchPoints

JANUARY 10, 2025

Now we’re doing a B2C and a B2B move that provides a lot of longevity. It’s really about making David’s a tech company now and bringing in the B2B aspect, tapping into this audience and maximizing it. My major focus is Pearl Media Network, because the digital transformation of David’s is happening right there.

B2B 287

B2B Small Business Retail Consumer Jewelry 287

Forrester eCommerce

NOVEMBER 21, 2018

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business?

Management 377

Management Customer B2B Books 377

Retail TouchPoints

AUGUST 4, 2022

A Roadmap to a Bad Bot-Free Holiday Shopping Experience. By taking a few proactive steps, brands can deliver a world-class customer experience while managing the impact of malicious automated traffic. Luckily, retailers aren’t defenseless from the threat of bad bots. The ideal strategy can be broken down into four steps: 1.

Customer Experience 278

Customer Experience Customer Gifts Management 278

Retail TouchPoints

FEBRUARY 4, 2025

Our business customers are no exception, and this new tool helps create an opportunity for us to be more accessible and efficient in our delivery of bulk order purchases. JCPenney joins a growing list of retailers, including Amazon and Walmart , that are bolstering their ecommerce experiences for B2B customers.

eCommerce 191

eCommerce B2B Customer Small Business Retail 191

Retail TouchPoints

JANUARY 30, 2025

According to a commercetools and Master B2B report, 94% of survey respondents say their CEOs are now backing digital transformation efforts. But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point. Otherwise, they risk being left behind.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Forrester eCommerce

DECEMBER 21, 2020

Back in March, Nick Barber and I teamed up to help B2B marketers assess whether virtual events were a viable alternative to physical, as COVID-19 forced event managers to cancel in–person events wholesale.

Events 446

Events B2B Marketing Management 446

Retail TouchPoints

JUNE 20, 2024

The business-to-business (B2B) ecommerce market is on track to reach $3 trillion by 2027, according to Forrester research. To capture some of that spend, Amazon Business, the company’s B2B online procurement store, is launching several new features designed to simplify the buying process and capitalize on this growth potential.

B2B 264

B2B eCommerce Management eCommerce Marketing 264

Forrester eCommerce

MARCH 22, 2023

Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.

B2B 195

B2B Customer Experience Improvements Customer 195

Forrester eCommerce

MAY 30, 2023

B2B organizations excel at customer experience (CX), but they don’t apply the same discipline to the buyer experience. And with B2B buyers more savvy and demanding than ever, taking a CX approach to understanding and managing the buyer experience can be a competitive advantage.

B2B 195

B2B Customer Experience Blog Management 195

Forrester eCommerce

OCTOBER 8, 2024

The Forrester State of Customer Obsession 2024 survey data shows a common thread among B2B companies that reach the highest level of customer obsession. They commit to putting the vision into action, and never stop.

B2B 221

B2B Customer Customer Experience Marketing 221

Forrester eCommerce

DECEMBER 18, 2024

Within three years, agentic AI will impact every area of the business for both buyer and seller, transforming human and nonhuman interactions throughout the purchasing journey and post-sale customer experience. At this years B2B Summit North America, youll learn how to gain value from this powerful tech.

B2B 195

B2B Customer Experience Customer Technology 195

Forrester eCommerce

SEPTEMBER 23, 2024

Last week, Mavis Liew and I had the pleasure of hosting Forrester’s B2B Peer discussion session with a small group of CMOs from enterprises across the Asia-Pacific region.

B2B 221

B2B Events Marketing Customer Experience 221

Forrester eCommerce

JULY 10, 2024

Customer success (CS) teams continue to improve as important business functions. As B2B firms dedicate more resources to CS, leadership wants reassurance that this investment delivers solid returns.

Customer 428

Customer B2B Improvements Customer Experience 428

Forrester eCommerce

OCTOBER 7, 2021

Content is the backbone of the buyer's journey and the customer experience. Keep it strong with these five best practices.

B2B 284

B2B Customer Experience Customer Operations 284