Welcome!

Java IoT Authors: Allwyn Sequeira, Liz McMillan, Elizabeth White, Carmen Gonzalez, Mehdi Daoudi

News Feed Item

Oracle Commerce Studies Reflect Profound -- Yet Evolving -- Focus on Customer Experience Among B2B and B2C Organizations

Surveys Reveal B2C Commerce Professionals Are Pushing the Envelope With Advanced CX and Customer Loyalty Strategies, While B2B Commerce Professionals Are Doubling Down on Omni-Channel CX

REDWOOD SHORES, CA -- (Marketwired) -- 05/16/14 -- Oracle (NYSE: ORCL)

News Summary
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.

News Facts

  • 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.

Supporting Quote

  • "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."

Supporting Resources

About Oracle
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.

Trademarks
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Contact Info

Lauren McKay
Oracle
+1.212.601.1795
Email Contact

Simon Jones
Blanc & Otus
+1.415.856.5155
Email Contact

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@ThingsExpo Stories
SYS-CON Events announced today that delaPlex will exhibit at SYS-CON's @CloudExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. delaPlex pioneered Software Development as a Service (SDaaS), which provides scalable resources to build, test, and deploy software. It’s a fast and more reliable way to develop a new product or expand your in-house team.
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
The security needs of IoT environments require a strong, proven approach to maintain security, trust and privacy in their ecosystem. Assurance and protection of device identity, secure data encryption and authentication are the key security challenges organizations are trying to address when integrating IoT devices. This holds true for IoT applications in a wide range of industries, for example, healthcare, consumer devices, and manufacturing. In his session at @ThingsExpo, Lancen LaChance, vic...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
SYS-CON Events announced today that IoT Now has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. IoT Now explores the evolving opportunities and challenges facing CSPs, and it passes on some lessons learned from those who have taken the first steps in next-gen IoT services.
SYS-CON Events announced today that WineSOFT will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Based in Seoul and Irvine, WineSOFT is an innovative software house focusing on internet infrastructure solutions. The venture started as a bootstrap start-up in 2010 by focusing on making the internet faster and more powerful. WineSOFT’s knowledge is based on the expertise of TCP/IP, VPN, SSL, peer-to-peer, mob...
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, discussed the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports.
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it m...
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.
Things are changing so quickly in IoT that it would take a wizard to predict which ecosystem will gain the most traction. In order for IoT to reach its potential, smart devices must be able to work together. Today, there are a slew of interoperability standards being promoted by big names to make this happen: HomeKit, Brillo and Alljoyn. In his session at @ThingsExpo, Adam Justice, vice president and general manager of Grid Connect, will review what happens when smart devices don’t work togethe...
SYS-CON Events announced today that Dataloop.IO, an innovator in cloud IT-monitoring whose products help organizations save time and money, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Dataloop.IO is an emerging software company on the cutting edge of major IT-infrastructure trends including cloud computing and microservices. The company, founded in the UK but now based in San Fran...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
In his session at @ThingsExpo, Sudarshan Krishnamurthi, a Senior Manager, Business Strategy, at Cisco Systems, will discuss how IT and operational technology (OT) work together, as opposed to being in separate siloes as once was traditional. Attendees will learn how to fully leverage the power of IoT in their organization by bringing the two sides together and bridging the communication gap. He will also look at what good leadership must entail in order to accomplish this, and how IT managers ca...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
TechTarget storage websites are the best online information resource for news, tips and expert advice for the storage, backup and disaster recovery markets. By creating abundant, high-quality editorial content across more than 140 highly targeted technology-specific websites, TechTarget attracts and nurtures communities of technology buyers researching their companies' information technology needs. By understanding these buyers' content consumption behaviors, TechTarget creates the purchase inte...
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.