How to bring the same B2C customer experience to B2B customers

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B2C e-commerce businesses have set the customer experience bar high for B2B e-commerce business. They are struggling with cost-of-living increases, supply chain shortages, and current economic uncertainties but now the pressure is on them to deliver more Amazon-like experiences as customers expect their physical and digital interactions to be more personalized. B2B businesses must have a reactive CX outlook and the technology to match these new expectations.

B2B e-commerce is now the most effective sales channel for B2B companies according to a recent McKinsey & Company Global B2B Pulse survey. The survey finds that “B2B companies winning market share have not only digital self-serve channels such as their own websites, but also broader e-commerce offerings.”

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