While we keep harping about the numerous benefits of B2B portals, it must also be borne in mind that not all companies have been able to optimize the advantages to the full.
B2B portals have been greatly expanding their consumer capabilities, yet many wonder whether the investment is worth it.
“Only around 25% of B2B companies have achieved strong results,” says a SMB owner. “Many others have generated meager returns on their customer experience investments”.
It is high time we analyze the reasons why some companies do not do well on the B2B front.
Less focus on customer service
Many entrepreneurs consider service to be the last part of a business life cycle. This strategy does not work anymore, at least in these days of eCommerce.
A well-thought out customer experience strategy is as vital, if not more as any sales stratagem.
“You must not only sell solutions that address customers’ predicaments, but also deliver outcomes that make their experiences better.”
Ignoring the traditional potentials
A good businessperson understands that even in this age of digital commerce, traditional capabilities must not be ignored.
Offline channels continue to be vital.
According to an Esources.co.uk review, “Esources delivers services that help companies’ source wholesale products from UK suppliers in a much better manner than ever before”.
Yes, field service and traditional contact centres must never be ignored. Investments in even legacy CRM systems pay off.
According to an Esources review, “The portal does its best in enhancing customer experiences. It is no wonder members of this portal are generating high returns”.
