ACHIEVE CONNECTED
NOT NOISE GROWTH WITH ECOSYSTEM
ORCHESTRATION
PERSONALIZED CUSTOMER
EXPERIENCES DRIVE LOYALTY
AND GROWTH.
Unfortunately, Business-to-Business companies have
struggled to evolve their CX at the pace of digital innovation.
THE SHIFT FROM
TRADITIONAL TO DIGITAL
SALES CHANNELS HAS:
• Increased the complexity of customer buying journeys
• Frayed the connections of partner networks
THE NEW CUSTOMER JOURNEY IS MORE
DIGITAL, LESS HUMAN.
90% 61% 58%
More than
of customers never of B2B transactions use social media as a
respond to cold outreach start online research channel
21% Still, B2B customers expect the same level of
hyper-personalized service they receive in B2C channels.
But only 21% have total control over their company’s sales
networks and overall CX.
THE DIGITAL SALES NETWORK REVOLUTION:
INCREASED RELIANCE ON PARTNER CHANNELS
97% 25% 75%
of B2B sales and customer External parties influenced of B2B leaders believe channel
service executives say that more than 25% of the partners will have more
indirect sales channels are company's yearly revenue responsibility in driving CX in
critical to their business the next two years
The result is an alarming new business trend:
Partner network customer experience
sales problems
problems problems
THE BIGGEST PROBLEM?
A FAILURE TO COMMUNICATE
84% 57%
of B2B leaders do not have clear visibility Most customers complete 57% of the
into their partners' opportunity pipelines buying process before engaging with a
company representative
The old customer experience approach is broken.
THE NEW SOLUTION –
ECOSYSTEM ORCHESTRATION
Leading B2B companies are pivoting from traditional sales process to a
model of sharing information, insights, and influence across a trust-based,
collaborative partner network.
By utilizing ecosystem orchestration a leading technology manufacturer:
• Coordinated their indirect channels’ efforts
• Improved customer experience
• Boosted sales by 4.9%
THE CHOICE FOR B2B COMPANIES IS CLEAR
Continue providing poor CX Deploy ecosystem
through legacy sales models Or orchestration to harmonize
customer experience
“ U.S. B2B leaders…have forgotten the importance of
paying attention to customer insight and using it to
deliver better experiences.
“
Jason Angelos, Managing Director – Advanced Customer Strategy, Accenture Strategy
Find out how B2B organizations are adopting an ecosystem mindset
to unlock connected growth at www.accenture.com/B2BCX
Join the conversation at @accenturestrat #B2B #CX
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