In this Performance Commerce Minute, Pam Koerper, VP, Solution Strategy, shares how to reduce friction in the B2B Buying experience. When customers run into barriers like missing order history, clunky invoice processes, or scattered documentation, it slows everything down. Pam highlights how streamlining access to past orders and shipment tracking, enabling online invoice payment, and storing important documents in one centralized location can dramatically improve the B2B experience.
Watch the full video below:
Transcript:
00:09 – First, is digital even important for your B2B customers? Well, research from McKinsey, Forrester, and others consistently show that it does [matter].
00:16 – That it increases revenue and customer loyalty, and that’s true across all industries and markets. Provide order history and tracking.
00:26 – That’s table stakes. And even if you don’t offer ecommerce online, consider having a reorder button that sends an email to your sales team.
00:33 – Enable online invoice payment. It’s convenient for your customers and reduces your accounts receivable cycles and operating costs. Many of our clients have seen a measurable boost in revenue
00:46 – and customer satisfaction. Centralize your manuals, all your support, documentation, and anything that your customer may need in order to use your products.
00:56 – Make it available all in one, easy to access portal and consider having an AI tool read that information and provide answers for your customers quicker.