Today’s B2B sellers face an unprecedented challenge when it comes to customer retention. Accenture Interactive’s Service is the New Sales study of more than 700 B2B buyers revealed that 80% of frequent buyers have either switched sellers in the past year, or plan to in the coming year — and those are just the frequent buyers. B2B buyers cite a number of motivations behind switching sellers, including uncompetitive pricing, long lead times for delivery and fulfillment, missed delivery dates, lack of integration between sales channels and poor commerce functionality. B2B sellers positioned to meet these needs have a tremendous opportunity: half of buyers switching will make more purchases — and more expensive ones.
- Published in Demanding Views