A March 2018 study revealed that over half of B2B companies that were classed as masters in terms of B2B e-commerce maturity had already already adopted several self-service capabilities in their digital sales environment. The most popular self-service capability was online order, quote, shipment, and purchasing history tracking - this was established by 84 percent of B2B e-commerce masters, 51 percent of B2B e-commerce explorers, and 16 percent of B2B e-commerce novices.
Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own?
IT, eCommerce, sales, and LOB decision makers at firms in the US, APAC, and EMEA
Supplementary notes
Maturity levels:
Novices = no established best practices in place (n=58)
Explorers = 1-3 best practices in place (n=167)
Masters = 4-5 best practices in place (n=77)
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KoMarketing, & Forrester Research. (September 10, 2019). Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? [Graph]. In Statista. Retrieved December 18, 2024, from https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, und Forrester Research. "Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? ." Chart. September 10, 2019. Statista. Accessed December 18, 2024. https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, Forrester Research. (2019). Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? . Statista. Statista Inc.. Accessed: December 18, 2024. https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, and Forrester Research. "Thinking of Your Organization’s B2b Selling Digital / Online-self Serve Capabilities, Can Your B2b Customers Do Any of The following on Their Own? ." Statista, Statista Inc., 10 Sep 2019, https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing & Forrester Research, Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? Statista, https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/ (last visited December 18, 2024)
Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? [Graph], KoMarketing, & Forrester Research, September 10, 2019. [Online]. Available: https://www.statista.com/statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
