How to place the client’s interest first within B2B and how to strengthen your position within the chain by offering a valuable customer experience?
To answer this question, Mirabeau and Episerver hosted a B2B-expertgroup, applying to the theme: Customer Experience in B2B. During the interactive sessions, experts from 20 different B2B-organizations, such as Eriks, Schneider Electric, Centraal Beheer, DAF Trucks and Technische Unie, shared their knowledge and experiences in the industry. The experts divided the main question into three themes of which you can find the results, including examples, in the whitepaper 'B2B Experience':
Read the whitepaper ‘B2B Experience’
1. Insights: How to get meaning from data and what role does technology play? Which data should you be sharing upstream or downstream the chain?
2. Proposition (business model): Via which services will you strengthen your operating concept? How can you offer your client a consistent service through all touch points?
3. Organization: How do you place your client’s interest first by designing your internal processes? How to implement these changes in order for your employees to embrace them?
ShoppingTomorrow is an annual research program about the most important developments in the digital commerce platform. Spread over 24 expert groups, about 600 e-commerce professionals joined ShoppingTomorrow. In January 2019, the whitepaper of this expert group got published in the annual ShoppingTomorrow book: Window to the world: push your boundaries!
Together with Episerver as our host, Floris Nijdam (Creative Consultant) and Marcel Leicher (Client director B2B) from Mirabeau were the assigned chairmen.
Related articles: ShoppingTomorrow 2018 ’B2B Experience’
Introduction: Interview Martin Miedema (Makro Kerstpakketten): The value of participating in a ShoppingTomorrow expert group.
Session 1: Interview + video Tim van Dalen (Eriks) and Roel Zanders (ABS): How to change customer experience within your supply chain?
Session 2: Interview + video Denise van Keulen (Tarkett) and Ron Schoenmakers (Zentrada): How can insights contribute to a better customer experience?
Session 3: Interview + video Roy Janssen (Scelta Mushrooms): "Digital age is changing the food industry tremendously"
Session 4: Interview Pjotr van Amelsfoort (Centraal Beheer): “Digital at Centraal Beheer is a dynamic playing field”