Unravelling the secrets of smart customer portals
A survey by Copperberg of 125 e-commerce executives in manufacturing showed that 55% of the respondents plan to invest in a digital customer portal. Why? Because B2B customers love efficiency. They want convenient search options, exact and personalized product information and self-services.
We will explore the four cornerstones of a smart B2B customer portal:
- B2B self-services - Managing cost centers, tracking order status/shipping, quote, bid, and invoice management, simple and automated (re-)ordering processes, and e-services for catalogs and EDI/OCI integration.
- After-sales services - Frequently asked questions, chat, technical and commercial documents, e-learning, and automated offers for spare parts, consumables, and services.
- Digital sales processes - Guided Selling, integration of sales apps, sales support, and customer registration/onboarding.
- Digital service models - Linking products to service contracts, product bundles with services, and products as a service.