Welcome!

Agile Computing Authors: William Schmarzo, Liz McMillan, Gopala Krishna Behara, Sridhar Chalasani, Tirumala Khandrika

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
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices t...
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Recently, REAN Cloud built a digital concierge for a North Carolina hospital that had observed that most patient call button questions were repetitive. In addition, the paper-based process used to measure patient health metrics was laborious, not in real-time and sometimes error-prone. In their session at 21st Cloud Expo, Sean Finnerty, Executive Director, Practice Lead, Health Care & Life Science at REAN Cloud, and Dr. S.P.T. Krishnan, Principal Architect at REAN Cloud, discussed how they built...
No hype cycles or predictions of a gazillion things here. IoT is here. You get it. You know your business and have great ideas for a business transformation strategy. What comes next? Time to make it happen. In his session at @ThingsExpo, Jay Mason, an Associate Partner of Analytics, IoT & Cybersecurity at M&S Consulting, presented a step-by-step plan to develop your technology implementation strategy. He also discussed the evaluation of communication standards and IoT messaging protocols, data...
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, examined the regulations and provided insight on how it affects technology, challenges the established rules and will usher in new levels of diligence arou...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...
The 22nd International Cloud Expo | 1st DXWorld Expo has announced that its Call for Papers is open. Cloud Expo | DXWorld Expo, to be held June 5-7, 2018, at the Javits Center in New York, NY, brings together Cloud Computing, Digital Transformation, Big Data, Internet of Things, DevOps, Machine Learning and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding busin...
Nordstrom is transforming the way that they do business and the cloud is the key to enabling speed and hyper personalized customer experiences. In his session at 21st Cloud Expo, Ken Schow, VP of Engineering at Nordstrom, discussed some of the key learnings and common pitfalls of large enterprises moving to the cloud. This includes strategies around choosing a cloud provider(s), architecture, and lessons learned. In addition, he covered some of the best practices for structured team migration an...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
DevOps at Cloud Expo – being held June 5-7, 2018, at the Javits Center in New York, NY – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Among the proven benefits,...
@DevOpsSummit at Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, is co-located with 22nd Cloud Expo | 1st DXWorld Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait...
Cloud Expo | DXWorld Expo have announced the conference tracks for Cloud Expo 2018. Cloud Expo will be held June 5-7, 2018, at the Javits Center in New York City, and November 6-8, 2018, at the Santa Clara Convention Center, Santa Clara, CA. Digital Transformation (DX) is a major focus with the introduction of DX Expo within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive ov...
SYS-CON Events announced today that T-Mobile exhibited 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. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on qua...
SYS-CON Events announced today that Cedexis will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cedexis is the leader in data-driven enterprise global traffic management. Whether optimizing traffic through datacenters, clouds, CDNs, or any combination, Cedexis solutions drive quality and cost-effectiveness. For more information, please visit https://www.cedexis.com.
SYS-CON Events announced today that Google Cloud has been named “Keynote Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Companies come to Google Cloud to transform their businesses. Google Cloud’s comprehensive portfolio – from infrastructure to apps to devices – helps enterprises innovate faster, scale smarter, stay secure, and do more with data than ever before.
SYS-CON Events announced today that Vivint to exhibit at SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California. As a leading smart home technology provider, Vivint offers home security, energy management, home automation, local cloud storage, and high-speed Internet solutions to more than one million customers throughout the United States and Canada. The end result is a smart home solution that sav...
SYS-CON Events announced today that Opsani will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Opsani is the leading provider of deployment automation systems for running and scaling traditional enterprise applications on container infrastructure.