This unified experience relies on a single database, a single source of truth. “People want a consistent experience throughout the entire customer journey at all touchpoints – only then is a brand credible and the consumer can evaluate what the brand stands for,” says Grzenia.
To be able to offer this experience, a database is needed that italienische handynummer whatsapp collects, evaluates and provides all touchpoints with the brand and the company, whether online in-store, on social media or at the point of sale.
But it's not all about data. A big part of the commerce element is referral marketing. "This is more important than ever, especially in the B2B sector," says Grzenia. "People who convince with deep product and industry knowledge influence the target group's purchasing decisions."
Successful B2B companies are distinguished not only by their purely technical and informative data, but also by the speed with which such information and feedback can be obtained. "As well as very good and user-friendly customer service," adds Grzenia.
The biggest challenge B2B companies face when it comes to implementing a single source of truth, fast feedback, and great online customer service is that their digital infrastructure is no longer up to par.
“We often encounter clients with an unstable technical infrastructure that has been developed organically over years, and a growing awareness that they are no longer competitive with this setup,” says Grzenia. These B2B companies may have done a lot in the digital space over the years, but they have done so without following a unified strategy.”
