|By Marketwired .||
|May 16, 2014 08:00 AM EDT||
REDWOOD SHORES, CA -- (Marketwired) -- 05/16/14 -- Oracle (NYSE: ORCL)
Commerce professionals -- across both B2B and B2C organizations -- face similar challenges in meeting the needs of today's increasingly omni-channel customer. Implications of these challenges are captured in two new surveys conducted by Oracle Commerce. According to the surveys of B2B and B2C commerce professionals, B2C companies are striving to move beyond acquisition and are working toward building loyalty and retention among their key customer segments. B2B companies, on the other hand, are increasingly looking to deliver the types of commerce capabilities and customer experiences that have been the hallmark of great B2C e-commerce companies.
- According to new Oracle studies, B2B and B2C commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organizations, and are continuing to invest in technologies and digital content strategies to facilitate them.
- The studies -- one for B2B and one for B2C -- surveyed e-commerce professionals in business and technology departments from around the world. Although the priorities, success metrics, and technology investments differed between the two groups, customer acquisition and retention emerged as common themes across B2B and B2C. Growing market share and enhancing customer experience are cited as top investment areas for all e-commerce professionals.
- While enhancing the customer experience is seen as a key contributor to success for both groups, B2C organizations are more advanced at delivering customer-centric commerce. They are, therefore, moving beyond acquisition and working hard to build loyalty and retention among their key customer segments.
- B2C advancements have spurred similar goals on the B2B side -- B2B companies are looking to graduate from online order taking to extending the existing relationships they have offline to the online channel. According to the survey, 77 percent of B2B respondents said that customer expectations have been raised due to B2C practices.
B2C Companies Personalize Experiences, Build Loyalty
- In 2014, B2C Commerce is all about knowing the customer and building loyalty. Key performance indicators are changing to become increasingly customer-centric. Nearly half of respondents (49 percent) said customer retention is their most important metric for success, after revenue.
- Personalization is becoming more important as organizations look to combat price competition and develop loyal customer bases. Big Data initiatives are also growing in priority, as organizations seek to learn more about their customers.
- B2C companies will focus on unifying content and commerce to improve the customer experience. The majority of respondents (59 percent) said they are investing in rich digital content to enhance the overall customer experience, in addition to increasing purchase confidence, overcoming competitive sites, and helping with SEO efforts.
- The omni-channel experience is critical to success, but difficult to manage and measure. Moreover, organizations appear to embrace omni-channel and its positive impact on their bottom line but struggle to connect the various customer touchpoints to provide improved experiences.
B2B Organizations Replicate B2C Customer Experience Strategies
- Customer expectations are changing to match B2C retail experiences. B2C practices such as search engine marketing, personalization, social and mobile are increasingly being used to encourage repeat business and drive revenue.
- Company priorities and metrics are shifting to include more customer-focused areas such as customer loyalty and retention, as well as omni-channel experience. Only 8 percent of respondents said customer loyalty and retention was their top area of focus in 2013, but 45 percent said it was going to be one of their top priorities in 2014. Also, 28 percent of respondents said they now consider customer loyalty as a key measure of success.
- Customer acquisition remains important, and 51 percent of respondents said it would be an important measure of success in 2014.
- Forty percent of respondents said that mobile is a key capability B2B buyers need, but only 2 percent said mobile is driving significant revenue.
- Online channel revenue is expected to increase in 2014. The study found that 70 percent of businesses saw more than 10 percent growth in online revenue over the past 24 months, and 39 percent saw 20 percent or more of their revenue coming from online.
- Complexity across pricing, products, channels, online experiences and back-end systems remains a challenge in B2B commerce, with 98 percent of respondents acknowledging organizational complexity.
- "Consumer expectations continue to change the way both B2B and B2C businesses sell online," said John Andrews, Vice President of Product Management, Oracle. "In B2C there is a renewed focus on increasing loyalty as competition grows at a fever pitch. Meanwhile, B2B organizations are still under increasing pressure to adopt B2C commerce best practices. Developing customer-centric approaches and investing in omni-channel initiatives will be key to online revenue growth for both B2B and B2C organizations in 2014."
- About Oracle Commerce
- About Oracle Customer Experience
- "2014 Trends in B2C Commerce" Blog Post
- "2014 Trends in B2B Commerce" Blog Post
- Top Trends Driving Commerce in 2014 Webcast
- Connect with Oracle Commerce on Twitter and LinkedIn
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NYSE: ORCL), visit www.oracle.com.
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SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
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The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
Oct. 20, 2014 01:00 PM EDT Reads: 628
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Oct. 20, 2014 12:00 PM EDT Reads: 1,744
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Oct. 20, 2014 12:00 PM EDT Reads: 1,449
TechCrunch reported that "Berlin-based relayr, maker of the WunderBar, an Internet of Things (IoT) hardware dev kit which resembles a chunky chocolate bar, has closed a $2.3 million seed round, from unnamed U.S. and Switzerland-based investors. The startup had previously raised a €250,000 friend and family round, and had been on track to close a €500,000 seed earlier this year — but received a higher funding offer from a different set of investors, which is the $2.3M round it’s reporting."
Oct. 20, 2014 09:00 AM EDT Reads: 1,377
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
Oct. 19, 2014 11:45 PM EDT Reads: 1,231
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Oct. 19, 2014 09:00 PM EDT Reads: 1,565
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Oct. 19, 2014 07:30 PM EDT Reads: 1,291
The Internet of Things needs an entirely new security model, or does it? Can we save some old and tested controls for the latest emerging and different technology environments? In his session at Internet of @ThingsExpo, Davi Ottenheimer, EMC Senior Director of Trust, will review hands-on lessons with IoT devices and reveal privacy options and a new risk balance you might not expect.
Oct. 19, 2014 11:00 AM EDT Reads: 1,812
IoT is still a vague buzzword for many people. In his session at Internet of @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, will discuss the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. The presentation will also discuss how IoT is perceived by investors and how venture capitalist access this space. Other topics to discuss are barriers to success, what is new, what is old, and what the future may hold.
Oct. 19, 2014 11:00 AM EDT Reads: 1,611
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Oct. 18, 2014 10:00 PM EDT Reads: 1,763
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Oct. 18, 2014 05:00 PM EDT Reads: 1,842
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Oct. 18, 2014 03:30 PM EDT Reads: 1,556
All major researchers estimate there will be tens of billions devices – computers, smartphones, tablets, and sensors – connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be!
Oct. 18, 2014 08:00 AM EDT Reads: 2,600
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Oct. 18, 2014 08:00 AM EDT Reads: 1,761
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Oct. 17, 2014 04:00 PM EDT Reads: 1,717