There are no more alibis for companies in the B2B sectors : the personalization of the customer experience in the purchasing processes has now become a fundamental prerogative for customers , as is already the case in the B2C world.
>From the first contact to the evaluation of the product, to its purchase, up to the after-sales service: customers expect personalized experiences, services and proposals designed and designed ad hoc.
The result? For companies that have croatia phone number data taken on the challenge of a customer-centric, data-driven strategic vision, it has certainly had a positive impact .
>This is confirmed by a recent study published by the LEK International Institute : up to 40% of purchases in the B2B world now take place on websites and apps, but companies that have chosen to fully embrace this philosophy are still a white fly.
For these, however, the economic results technical characteristics of the siteC follow a really significant growth trend, so much so that we can really hypothesize an interconnection perhaps between the development of the digital customer experience and the growth of the turnover.
B2B Customer Experience: The Framework
Although opinion on the importance of adopting a customer-centric approach and data-driven business strategies is mixed, as expected, few companies have adopted it.
Without a shadow of a doubt, we need the will to change pace : to opt rich data for choices and decisions based on data that in turn generate analyzable and measurable activities.
But where are we?
According to data published by the B2B Customer Experience Observatory of the Politecnico di Milano School of Management, only 14% of Italian companies collect advanced customer data , i.e. information that allows advanced customer profiling.
Most companies, up to 66%, only collect data necessary for technical and informative exchanges related to the product.
The problem seems to be due to the lack of adoption of platforms that allow integrated data management, from the website to applications, from management systems to ERP systems to software solutions for customer service and after-sales services and CRM systems.
>Thus, if only 14% of companies collect detailed data and information and use them for the implementation of customer-centric strategies , more than 56% have customer data scattered almost everywhere : files for suppliers, Excel lists, databases.
>And even in the case where there are architectures. Capable of communicating such disparate data silos, the information used is really basic and not evolved and detail .
B2B Customer Experience: The Future is CDP
The data published by the Observatory shows it very clearly: what makes it difficult for. B2B companies to implement customer-centric, data-driven strategies is the lack of. Implementation of technological solutions capable of collecting and normalizing data from multiple sources .
No more silos of data and separate information that are difficult to manage and integrate. With each other, but a single environment where detailed information on. Personal data, purchasing habits, behavioral data of each individual customer can be collect.
