B2B Commerce 3.0: Why Seamless Customer Experience Must Be a Priority for Enterprises

Beyond just a cart: Why B2B must embrace Commerce 3.0 with the same voracity that D2C/B2C has …

Imagine your digital commerce platform as a new car you just purchased. All the critical components of the car working in unison: The pistons powering the engine, the battery surging to life from turning the ignition, and fuel flowing through the vehicle to make it go.

As your vehicle ages it requires maintenance and replacement parts. Now imagine if your replacement battery is the wrong size or you use the wrong oil or wrong-sized tire to replace one with worn treads, your vehicle will not run as smoothly and that would be an understatement.

Your eCommerce platform is no different. As your platform ages and requires technology upgrades, how can you be sure that the new PIM or OMS you adopt will integrate seamlessly with your CMS? Different technologies interact (or don’t interact) differently.

That is why one platform, one license with everything you need out-of-the-box from a technology partner your organization can grow with is critical in avoiding these future headaches with selling online.

Why does B2B need to embrace eCommerce 3.0?

B2C pioneered eCommerce 3.0 in its initial stages as they raced to set new industry standards in Customer Experience. It was critical for these merchants to win their market share of consumers by providing the best possible user experiences. At this same time, for B2B just simply having a cart and transacting online was considered ‘good enough.’

Not anymore.

Now the most innovative, leading-edge B2B organizations are embracing Commerce 3.0 to delight existing customers and win over new ones because they are realizing one very important fact: B2B buyers are consumers too, and can be won over using the same proven methods employed by leading B2C merchants.

What is Commerce 3.0 as it pertains to B2B selling?

In a nutshell, Commerce 3.0 allows for seamless CX/UX across all channels with the ability to make then meet a delivery promise to the customer with accurate and consistent communication and oversight from cart to checkout to delivery.

This is now commonplace to consumers taking advantage of the Amazon same-day delivery promise and other leading retailers who allow for seamless mobile shopping and delivery oversight.

B2B buyers are beginning to expect those same experiences in their business transactions. Is your organization prepared?