“Anything, Anytime, Anywhere”: The development of services and digital channels have multiple potential contact points with customers for B2C and B2B companies. In this constant evolution of customer behavior, companies must adapt and develop their marketing channels. While B2C actors have been adapting quickly, B2B companies often still have a long way to go and can learn from their B2C counterparts how to optimize the use of digital channels. B2B buyers aspire to benefit from the same omni-channel experience they enjoy as consumers. More than 50% of professional buyers forecast that at least half of their purchasing will be done online.
"The CYLAD team had a great mix of management judgment and technical understanding."
Head of Division of an Automotive OEM
Typical questions we face:What are my customers’ expectations in terms of channels? Which channels must I develop/strengthen? How can I differentiate them according to markets/segments?
Typical questions we face:How can B2B companies learn from B2C best practices in terms of omni-channeling?
Typical questions we face:How will I manage the impact on my legacy channels (e.g. cannibalization) and business model?
Typical questions we face:Which trajectory/transition roadmap should be put in place? Incremental innovations or disruption? What will be the impact on my organization? Where should I place customer relationships in my organization?
Typical questions we face:How do I orchestrate internal and external stakeholders to implement an omni-channel strategy?
Typical questions we face:How can B2B companies fully leverage brand image at the end-customer level?
- Deep understanding of needs within B2B, B2C and B2B2C segments
- A proven methodology to perform the transformation: identifying new channels, defining sales targets, building the deployment roadmap for each channel
- Networking with start-ups or other actors which often provide solutions adapted to each channel
- Benchmarks of best practices within B2B, B2C and B2B2C segments
- Implementation techniques: CYLAD Digital Lab and POC (proof of concept) development
Assessment of the needs of SOHO (small office/home office) and definition of new channels to address those needs for a supplier of security services
Definition of the business model and the management of commercial partnerships across 17 processes for a utility leader in field services