{"id":631710,"date":"2021-02-28T11:18:00","date_gmt":"2021-02-28T11:18:00","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=research-and-insight&#038;p=631710"},"modified":"2025-03-07T07:14:26","modified_gmt":"2025-03-07T12:14:26","slug":"transforming-the-b2b-ecommerce-experience-in-a-digitized-landscape","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/b2b-ecommerce-report-2021\/","title":{"rendered":"Transforming the B2B ecommerce experience in a digitized landscape"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/B2B-ecommerce-experience-web-banner-v1.jpg\" class=\"header-img header-img-d\" alt=\"B2B-ecommerce-experience-web-banner-v1\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer experience<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Transforming the B2B ecommerce experience in a digitized landscape<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/b2b-ecommerce-report-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/b2b-ecommerce-report-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">While the B2B commerce landscape today is starting to slowly resemble that of its B2C counterpart, both environments are undergoing seismic changes. With new technologies and new business challenges coinciding with a global pandemic, the world of B2B commerce as we know it is forever changed.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>That is why Capgemini immediately leapt into action. We consulted procurement officers and B2B executives based in the U.S. through 2020 over the course of two surveys. The result is an exhaustive report on how B2B organizations can evolve their commerce experiences to thrive in the new normal.<\/p>\n\n\n\n<p>This report identifies how sales organizations can connect and engage with customers through digital channels and engage with them more frequently and efficiently to meet their needs and expectations, even when faced with shifting, unpredictable factors.<\/p>\n\n\n\n<p>Inside, readers will learn:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Why customer service is the most critical aspect of your sales process<\/li>\n\n\n\n<li>How personalization expectations are outpacing reality<\/li>\n\n\n\n<li>That unique buyer needs are shaping future functionality<\/li>\n\n\n\n<li>The value of loyalty programs in B2B settings<\/li>\n\n\n\n<li>Why subscriptions are the way of the future<\/li>\n\n\n\n<li>At what point buyers are beginning to take their business elsewhere.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><div class=\"carWheelImgWrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/02\/b2b-ecommerce-report-2021.png?w=800&amp;quality=90\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"  col-md-12 col-lg-6\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\"> <strong>Download the report and begin redefining your commerce experience today.<\/strong> <\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_491205_3084951771\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"asterisk_title\">\n\t\t\t\t\t<p><span class=\"star-required\">*<\/span> Mandatory field<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"mf_form__errors mf_form__errors--top\" role=\"alert\" aria-live=\"polite\">\n\t\t\t\t\t<ul class=\"mf_form__errors__list\"><\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_4096_3243471834\" name=\"_mf_447347_4096\" placeholder=\"First Name\" required \/><label for=\"_mf_447347_4096_3243471834\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_5963_1256692892\" name=\"_mf_447347_5963\" placeholder=\"Last Name\" required \/><label for=\"_mf_447347_5963_1256692892\" class=\"form-label\">Last Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Last Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_2522_4086404393\" name=\"_mf_447347_2522\" placeholder=\"Company\" required \/><label for=\"_mf_447347_2522_4086404393\" class=\"form-label\">Company <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Company is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"email\" class=\"form-control\" id=\"_mf_447347_8100_3541775678\" name=\"_mf_447347_8100\" placeholder=\"Email\" required \/><label for=\"_mf_447347_8100_3541775678\" class=\"form-label\">Email <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Email is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_447347_7122_555085868\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_447347_7122[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_447347_7122_555085868\" class=\"form-check-label consent-text\">\n\t\t\t\tI agree to Capgemini collecting &amp; processing my personal data to allow me to receive information on Capgemini services. 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When you reach 100 percent, the form is submitted.\t\t\t\t\t<\/span>\n\t\t\t\t\t<!-- Mobile-only submit button fallback -->\n\t\t\t\t\t<button type=\"submit\" class=\"mf-mobile-submit-btn\" disabled>\n\t\t\t\t\t\t<span class=\"sr-only\">If you use a screen reader or VoiceOver, double-tap this button to submit the form.<\/span>\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t\t<input type=\"hidden\" name=\"submit_btn_txt\" class=\"submit_btn_txt\" value=\"Slide to submit\"\/>\n\t\t\t\t<input type=\"hidden\" name=\"submitted_state_txt\" class=\"submitted_state_txt\" value=\"Submitted\"\/>\n\t\t\t<\/div>\n\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"491205\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"2021-na-salesforce-b2b-ecommerce-report\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"a3a68c2e2a\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t<h3>Thank you for your interest.\u00a0A link to download the report has been emailed to you.<\/h3><\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. 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