So as we move towards Digital India, B2B and manufacturing organisations have an opportunity to deepen digital relationships with empowered customers and a digitally enabled workforce. First movers who adapt their organisation to this digital transformation will have a significant advantage over competitors. To read more: https://www.linkedin.com/pulse/customer-experience-manufacturing-industry-who-cares-ratnesh-mehra
1. Focus on customer
experience to drive
5x more revenue growth!
B2B leaders who joined the digital revolution have outpaced their
peers.The business impact is clear:
Scenario 1:
Scenario 2:
Manufacturing and High-Tech Engineering companies are failing to
capitalise on their data:
41% of brands say smarter analysis of customer data will do the most
to improve customer experience.2
84% of businesses have experienced a trend toward customers
wanting an individualised experience in terms of products, services and
content, as well as how they are purchased, delivered or consumed.3
Be the first mover!
of manufacturers say
customers have become
less loyal.2
still don’t compile
data on customer
satisfaction.2
40% 38%
of B2B companies feel
they have a complete
view of their customers.1
of brands admit they are
losing touch with
customers.1
15% 25%
say they expect that at least half
of their customers will buy from
them online within three years.4
of B2B brands say that online
marketplaces offer better customer
experience than their own B2B site.5
50% 82%
In this scenario, first movers are proven to yield more.
They need to ‘Build a Customer Experience’ worth reliving to boost loyalty.
Are you digital leaders
or laggards?
What are B2B buyer
preferences?
They need to focus on ‘Customer Analytics’ to better understand their
audience.
Real growth is had by focusing on innovation in sales and customer
experience.
Source:
1 Source: McKinsey Digital Quotient, bit.ly/Digital_CX
2 Oracle partnered with Coleman Parkes to survey 800 CMOs, CSOs, senior marketers and senior sales executives.
3 Oracle, The Era I Enterprise: ‘Ready for Anything’, April 2016
4 Forrester Survey, August 2015
5The B2B Online Benchmarking Study
Revenue
growth1
Operating
profit1
Returns to
shareholder1
5x 8x 2x