B2B sellers face a marketplace defined by upheaval. Restless buyers have made churn the rule – not the exception – and B2B buyer loyalty cannot be assumed. Accenture Interactive’s recent “Service is the New Sales” research uncovered that 80% of frequent B2B buyers have either switched sellers in the last 12 months or plan to over the next year.
These buyers seek out new suppliers largely because of poor service experiences (and how easy it’s become to switch). Buyers report frustrations like missed delivery dates, sellers’ lack of integration between sales channels, poor commerce functionality, and long lead times for delivery and fulfillment.