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specific interactions, offering a more granular view
of what customers experience during particular
touch points within the digital buyer journey.

And knowing exactly what makes your customers click is
of vital importance. In fact, the same report shows that
customers who have a great experience with your business:

• Spend up to 140% more
• Have 33% lower cost to serve
• Remain customers for an additional five years

The definitive guide to digital buyer convenience in
B2Balso provides vital information regarding where exactly
companies and organizations offer the most negative
experience to their customers along their online journey.
Areas such as ordering and transactions, information
and transparency, digital readiness and integration,
product quality and delivery, and customer support and
coordination, among others, are reviewed in detail in this
report to understand where the friction and pain points for
the buyer are located, and how can your organization solve
In that regard, according to 40% of respondents, the most them.
challenging stage of the digital B2B buying journey is the
conversion stage, where site visitors transition into buyers. In fact, this amazing report offers many steps and insights
Also, 16% of organizations face challenges in attracting that will help you build a solid strategy to develop a
customers to their online shops, 18% of organizations digital buyer convenience that will set your brand apart as
encounter difficulties in delivering the goods, 11% of a market leader and provide a positive experience for any
organizations struggle to engage their customers online, buyer!
and finally 11% of organizations experience issues in
providing effective online support. That’s why we encourage all our readers to get a digital
copy of this report directly from Intershop and asses,
But how do we measure digital buyer convenience? plan and exploit their digital strategy to provide a perfect
Another fundamental tool provided by this report is digital buyer convenience for their customer base, and thus
how companies and organizations measure digital buyer conquer the B2B e-commerce market! ••
convenience. This contentious topic splits organizations
into three major forms of measuring this.

• 61% of organizations use the Net Promoter Score
(NPS), a commonly employed high-level and
broad measurement that measures customer loyalty
and focuses more on the total interaction with the
organization.

Therefore, it offers limited insights into improving online
buyer convenience and needs to examine specific stages
within the online buyer journey.

• 36% of organizations use the Customer
Satisfaction Score (CSAT), which focuses on the
customer’s satisfaction with a product or service
and measures short-term happiness with the
organization.
• 13% of organizations use the Customer Effort
Score (CES): This indicates how difficult it is for
customers to resolve their issues and focuses on

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