Vendors of B2B email services could be facing sales issues as buyers turn to ecommerce, judging by “No more excuses: the time for digital transformation is now,” a study by Avionos.
Of the companies polled, 90% will change suppliers if a firm’s digital channel can’t meet their needs — up from 88% last year.
But 87% will pay more for a supplier with an excellent ecommerce portal, versus 81% in 2020 and 74% in 2019.
Still, that is not easy to find. In fact, buying online has become more difficult for these reasons:
- I make more purchases online now, so I notice issues more — 54%
- I now expect buying online for my business to be as seamless and easy as buying online as a consumer, so my expectations are higher — 19%
- Issues directly related to COVID-19 (e.g., supply-chain disruptions) have made it more difficult to complete the ecommerce buying process — 18%
Viewed a different way, the top three ecommerce tasks that became more difficult are:
What can suppliers do to improve the customer experience? Buyers would like to see these actions:
The switch to ecommerce is also making it harder on salespeople. The top places to start the purchase process are:
In general, the past year has been a tough one for B2B companies (and for everyone). In response, they have done the following:
Avionis surveyed 150 B2B buyers in the manufacturing, financial services and consumer packaged goods sectors.a,pa.