The last several months showed that the internet has become indispensable to maintain business continuity. In the first quarter of 2020, e-commerce increased by 20 percent, the average online traffic – by 15 percent, and buyer’s expenditure by 5 percent.
Organizations operating in the B2C model have been using digital communication channels in a long time. That is why now they dealt with launching or developing online sales reasonably quickly. The B2B industry, due to its more complex purchasing process and rooted relational approach, faced changes more carefully. Regardless of that, the necessity for adjustment to the current situation and responding to the consumers’ needs is noticeable and urgent. Customers expect empathy, engagement, individual approach, and other values tailored to their needs, no matter if the customers buy for themselves or on behalf of their employer.
That is precisely what Marek Ceglarz, CRM Consultant at Craftware, and Piotr Lempkowski, Sales Manager, talked about – how to build a model Customer Experience.
- Product Marketing Manager at Craftware
Currently a Product Manager at Craftware. Having over ten years of experience in marketing, PR and communications. She gained experience in public administration, was responsible for the IT project communication, and also in the commercial sector, where she supported sales activity of the products and IT services.