|By Marketwired .||
|May 16, 2014 08:00 AM EDT||
REDWOOD SHORES, CA -- (Marketwired) -- 05/16/14 -- Oracle (NYSE: ORCL)
Commerce professionals -- across both B2B and B2C organizations -- face similar challenges in meeting the needs of today's increasingly omni-channel customer. Implications of these challenges are captured in two new surveys conducted by Oracle Commerce. According to the surveys of B2B and B2C commerce professionals, B2C companies are striving to move beyond acquisition and are working toward building loyalty and retention among their key customer segments. B2B companies, on the other hand, are increasingly looking to deliver the types of commerce capabilities and customer experiences that have been the hallmark of great B2C e-commerce companies.
- According to new Oracle studies, B2B and B2C commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organizations, and are continuing to invest in technologies and digital content strategies to facilitate them.
- The studies -- one for B2B and one for B2C -- surveyed e-commerce professionals in business and technology departments from around the world. Although the priorities, success metrics, and technology investments differed between the two groups, customer acquisition and retention emerged as common themes across B2B and B2C. Growing market share and enhancing customer experience are cited as top investment areas for all e-commerce professionals.
- While enhancing the customer experience is seen as a key contributor to success for both groups, B2C organizations are more advanced at delivering customer-centric commerce. They are, therefore, moving beyond acquisition and working hard to build loyalty and retention among their key customer segments.
- B2C advancements have spurred similar goals on the B2B side -- B2B companies are looking to graduate from online order taking to extending the existing relationships they have offline to the online channel. According to the survey, 77 percent of B2B respondents said that customer expectations have been raised due to B2C practices.
B2C Companies Personalize Experiences, Build Loyalty
- In 2014, B2C Commerce is all about knowing the customer and building loyalty. Key performance indicators are changing to become increasingly customer-centric. Nearly half of respondents (49 percent) said customer retention is their most important metric for success, after revenue.
- Personalization is becoming more important as organizations look to combat price competition and develop loyal customer bases. Big Data initiatives are also growing in priority, as organizations seek to learn more about their customers.
- B2C companies will focus on unifying content and commerce to improve the customer experience. The majority of respondents (59 percent) said they are investing in rich digital content to enhance the overall customer experience, in addition to increasing purchase confidence, overcoming competitive sites, and helping with SEO efforts.
- The omni-channel experience is critical to success, but difficult to manage and measure. Moreover, organizations appear to embrace omni-channel and its positive impact on their bottom line but struggle to connect the various customer touchpoints to provide improved experiences.
B2B Organizations Replicate B2C Customer Experience Strategies
- Customer expectations are changing to match B2C retail experiences. B2C practices such as search engine marketing, personalization, social and mobile are increasingly being used to encourage repeat business and drive revenue.
- Company priorities and metrics are shifting to include more customer-focused areas such as customer loyalty and retention, as well as omni-channel experience. Only 8 percent of respondents said customer loyalty and retention was their top area of focus in 2013, but 45 percent said it was going to be one of their top priorities in 2014. Also, 28 percent of respondents said they now consider customer loyalty as a key measure of success.
- Customer acquisition remains important, and 51 percent of respondents said it would be an important measure of success in 2014.
- Forty percent of respondents said that mobile is a key capability B2B buyers need, but only 2 percent said mobile is driving significant revenue.
- Online channel revenue is expected to increase in 2014. The study found that 70 percent of businesses saw more than 10 percent growth in online revenue over the past 24 months, and 39 percent saw 20 percent or more of their revenue coming from online.
- Complexity across pricing, products, channels, online experiences and back-end systems remains a challenge in B2B commerce, with 98 percent of respondents acknowledging organizational complexity.
- "Consumer expectations continue to change the way both B2B and B2C businesses sell online," said John Andrews, Vice President of Product Management, Oracle. "In B2C there is a renewed focus on increasing loyalty as competition grows at a fever pitch. Meanwhile, B2B organizations are still under increasing pressure to adopt B2C commerce best practices. Developing customer-centric approaches and investing in omni-channel initiatives will be key to online revenue growth for both B2B and B2C organizations in 2014."
- About Oracle Commerce
- About Oracle Customer Experience
- "2014 Trends in B2C Commerce" Blog Post
- "2014 Trends in B2B Commerce" Blog Post
- Top Trends Driving Commerce in 2014 Webcast
- Connect with Oracle Commerce on Twitter and LinkedIn
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NYSE: ORCL), visit www.oracle.com.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
WebRTC: together these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at WebRTC Summit, Cary Bran, VP of Innovation and New Ventures at Plantronics and PLT Labs, will provide an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it may enable, complement or entirely transform.
Oct. 14, 2015 12:00 AM EDT Reads: 817
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in high-performance, high-efficiency server, storage technology and green computing, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, HPC and Embedded Systems worldwide. Supermi...
Oct. 13, 2015 11:00 PM EDT Reads: 273
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
Oct. 13, 2015 10:15 PM EDT Reads: 183
Who are you? How do you introduce yourself? Do you use a name, or do you greet a friend by the last four digits of his social security number? Assuming you don’t, why are we content to associate our identity with 10 random digits assigned by our phone company? Identity is an issue that affects everyone, but as individuals we don’t spend a lot of time thinking about it. In his session at @ThingsExpo, Ben Klang, Founder & President of Mojo Lingo, will discuss the impact of technology on identity. Should we federate, or not? How should identity be secured? Who owns the identity? How is identity ...
Oct. 13, 2015 09:00 PM EDT Reads: 504
This week, the team assembled in NYC for @Cloud Expo 2015 and @ThingsExpo 2015. For the past four years, this has been a must-attend event for MetraTech. We were happy to once again join industry visionaries, colleagues, customers and even competitors to share and explore the ways in which the Internet of Things (IoT) will impact our industry. Over the course of the show, we discussed the types of challenges we will collectively need to solve to capitalize on the opportunity IoT presents.
Oct. 13, 2015 08:30 PM EDT Reads: 168
Today’s connected world is moving from devices towards things, what this means is that by using increasingly low cost sensors embedded in devices we can create many new use cases. These span across use cases in cities, vehicles, home, offices, factories, retail environments, worksites, health, logistics, and health. These use cases rely on ubiquitous connectivity and generate massive amounts of data at scale. These technologies enable new business opportunities, ways to optimize and automate, along with new ways to engage with users.
Oct. 13, 2015 07:00 PM EDT Reads: 287
WebRTC converts the entire network into a ubiquitous communications cloud thereby connecting anytime, anywhere through any point. In his session at WebRTC Summit,, Mark Castleman, EIR at Bell Labs and Head of Future X Labs, will discuss how the transformational nature of communications is achieved through the democratizing force of WebRTC. WebRTC is doing for voice what HTML did for web content.
Oct. 13, 2015 07:00 PM EDT Reads: 1,505
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes about through a Communications Platform as a Service which allows for messaging, screen sharing, video...
Oct. 13, 2015 06:15 PM EDT Reads: 1,234
SYS-CON Events announced today that Dyn, the worldwide leader in Internet Performance, will exhibit at SYS-CON's 17th International Cloud Expo®, which will take place on November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimize online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Oct. 13, 2015 04:00 PM EDT Reads: 730
SYS-CON Events announced today that Sandy Carter, IBM General Manager Cloud Ecosystem and Developers, and a Social Business Evangelist, will keynote at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA.
Oct. 13, 2015 03:15 PM EDT Reads: 260
The Internet of Things (IoT) is growing rapidly by extending current technologies, products and networks. By 2020, Cisco estimates there will be 50 billion connected devices. Gartner has forecast revenues of over $300 billion, just to IoT suppliers. Now is the time to figure out how you’ll make money – not just create innovative products. With hundreds of new products and companies jumping into the IoT fray every month, there’s no shortage of innovation. Despite this, McKinsey/VisionMobile data shows "less than 10 percent of IoT developers are making enough to support a reasonably sized team....
Oct. 13, 2015 01:00 PM EDT Reads: 348
The IoT market is on track to hit $7.1 trillion in 2020. The reality is that only a handful of companies are ready for this massive demand. There are a lot of barriers, paint points, traps, and hidden roadblocks. How can we deal with these issues and challenges? The paradigm has changed. Old-style ad-hoc trial-and-error ways will certainly lead you to the dead end. What is mandatory is an overarching and adaptive approach to effectively handle the rapid changes and exponential growth.
Oct. 13, 2015 01:00 PM EDT Reads: 340
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal an...
Oct. 13, 2015 01:00 PM EDT Reads: 231
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of at least three separate application components: the software embedded in the device, the backend big-data service, and the mobile application for the end user's controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target - this makes the integration of these separate pipelines and the coordination of software upd...
Oct. 13, 2015 12:00 PM EDT Reads: 414
As a company adopts a DevOps approach to software development, what are key things that both the Dev and Ops side of the business must keep in mind to ensure effective continuous delivery? In his session at DevOps Summit, Mark Hydar, Head of DevOps, Ericsson TV Platforms, will share best practices and provide helpful tips for Ops teams to adopt an open line of communication with the development side of the house to ensure success between the two sides.
Oct. 13, 2015 12:00 PM EDT Reads: 695
The IoT is upon us, but today’s databases, built on 30-year-old math, require multiple platforms to create a single solution. Data demands of the IoT require Big Data systems that can handle ingest, transactions and analytics concurrently adapting to varied situations as they occur, with speed at scale. In his session at @ThingsExpo, Chad Jones, chief strategy officer at Deep Information Sciences, will look differently at IoT data so enterprises can fully leverage their IoT potential. He’ll share tips on how to speed up business initiatives, harness Big Data and remain one step ahead by apply...
Oct. 13, 2015 12:00 PM EDT Reads: 749
There will be 20 billion IoT devices connected to the Internet soon. What if we could control these devices with our voice, mind, or gestures? What if we could teach these devices how to talk to each other? What if these devices could learn how to interact with us (and each other) to make our lives better? What if Jarvis was real? How can I gain these super powers? In his session at 17th Cloud Expo, Chris Matthieu, co-founder and CTO of Octoblu, will show you!
Oct. 13, 2015 12:00 PM EDT Reads: 311
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi's VP Business Development and Engineering, will explore the IoT cloud-based platform technologies driving this change including privacy controls, data transparency and integration of real time context w...
Oct. 13, 2015 11:00 AM EDT Reads: 306
The Internet of Everything is re-shaping technology trends–moving away from “request/response” architecture to an “always-on” Streaming Web where data is in constant motion and secure, reliable communication is an absolute necessity. As more and more THINGS go online, the challenges that developers will need to address will only increase exponentially. In his session at @ThingsExpo, Todd Greene, Founder & CEO of PubNub, will explore the current state of IoT connectivity and review key trends and technology requirements that will drive the Internet of Things from hype to reality.
Oct. 13, 2015 11:00 AM EDT Reads: 323
"Matrix is an ambitious open standard and implementation that's set up to break down the fragmentation problems that exist in IP messaging and VoIP communication," explained John Woolf, Technical Evangelist at Matrix, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Oct. 13, 2015 07:00 AM EDT Reads: 6,014