The digital customer portal is the next evolution of the B2B online shop. It can replicate the buyer’s procurement process, digitize the vendor’s sales processes, and support after-sales activities and the development of digital services. Covering a large part of the customer lifecycle, it provides a full spectrum of services during the various phases of the relationship. It also enables targeted communications based on the various roles and requirements at the customer’s end.
Today’s B2B buyers want to manage their own data, products, and service agreements. They also want 24x7 access to the vendor’s information, processes, and e-learning content. Firstly, this reduces their administrative workload. Secondly, they can retain their existing internal processes. In addition, B2B buyers expect the same self-service features they are accustomed to as private consumers.
A digital customer portal enables:
Vendors can use product-related services to boost customer satisfaction and take advantage of upselling and cross-selling opportunities. The keys to success are personalization as well as fast and flexible communication across all touchpoints. For seamless interaction between vendor and customer, all information needs to be accessible in a central location.
A digital customer portal enables:
We are now in the era of the “empowered buyer,” who has greater independence when it comes to purchasing decisions. As a result, many pre-sales activities are already complete before the buyer contacts a sales representative. Nevertheless, that human interaction is more important than ever. In fact, sales representatives play a crucial part in building and maintaining customer relationships. Now assuming more of a consultancy function, they provide ideas and support on potentially complex issues while guiding the client through the buying process.
Supported by a digital customer portal, sales representatives can add value during the customer’s purchase decision-making journey, with exciting potential for reconfiguring sales processes and touchpoints.
Possibilities include:
Services are a key differentiator in the marketplace. Vendors can use them to create tailored offerings and thus real added value for specific target groups. As products become increasingly digitized within the Internet of Things, they can be replicated in digital form and used to gather data. This provides insights into product usage and other customer behavior. Vendors can then identify specific customer needs and create tailored services to meet them. The digitized products (“digital twins”) can be registered in the portal and linked to digital services.
User benefits:
You want to know more?
Our whitepaper “The Digital Customer Portal -
the Next Evolution of the B2B Online Shop” provides you:
Basic know-how
Practical examples
Tips & tricks
...to kick-start your digitization initiative.
In this whitepaper you will learn how companies can use a digital customer portal to gain a competitive advantage while reducing costs and improving process efficiency.
