Online Personalization and the customer journey in a B2B-eCommerce setting - SyCommerce
EcommerceWiki Week 2019 - Amsterdam
Online Personalization and the customer journey in a B2B-eCommerce setting - SyCommerceby Jerry van Leeuwen
A challenge in the wholesale industry
The way organizations deal with online personalization and the customer journey in a B2B-eCommerce setting should differ considerably from the way organizations deal with this topics in a B2C-setting. The mixture of online and offline customer processes is already a challenge in B2C-organizations but in B2B-organizations it is even more challenging.
The role of “old school” account management, the complexity of buying processes and the specificity of prices are issues complicating this process. In this presentation, some examples out of the B2B-industry will be presented. Related to this, some lessons learned on how to deal with the specific challenges in the B2B-industry.
Jerry van Leeuwen
Digital Strategy consultant B2B, researcher and owner of SYcommerce in the area of Digital Commerce, eBusiness & eCommerce. Specialized in Customer Experience and Customer Journeys in the area of B2B.
Main focus: strategic consultancy in the B2B-area, supporting eCommerce platform and eCommerce implementation partner choices (RFI's, RFP's and RFQs). Helping organizations organizing and optimizing Digital Commerce or optimizing their online presence with knowledge and the right structure.
Also owner of www.deroofvisser.com. Lecturer eBusiness and Interactive Marketing at the faculty of Economics and Business Administration of the Vrije Universiteit Amsterdam. Former Lecturer Supply Chain Operations at the faculty of Economics and Business Administration of the Rijksuniversiteit Groningen.
07/17/2019 13:30 (Europe/Amsterdam)
AI & Personalization