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The Evolution of the Manufacturing B2B Customer Experience - Report

Every step in a B2B buyer’s journey (Awareness, Consideration, Purchase, Retention, Advocacy) has been fundamentally transformed due to the rise of ecommerce, digital technologies, customer empowerment over what, where, when, where and how purchase decisions are made, and greatly increased competition.

In the face of such an evolution, many sectors have proactively made the appropriate operational changes and are now reaping the benefits.

Manufacturing, however, has been among the slowest to realise what’s happening; with many industrial businesses still relying on traditional relationships based on face-to-face interactions and manual information gathering / reporting.

This Insight Report, which has been researched and produced by The Manufacturer in conjunction with PROS, explores:

  • How the industrial buying experience is changing,
  • The impact of these changes
  • What manufacturers need to do to deliver superior customer experiences.

N.B. While Covid-19 has had / is having a profound impact on global manufacturing activities, this report has not been produced specifically in light of the pandemic.

Although the pandemic has accelerated different behaviours exhibited by both manufacturers and customers, ultimately it is one of many disruptions businesses have faced – SARS outbreak (2002), the financial crash (2008), the Eyjafjallajökull ash cloud (2010) and the Fukushima nuclear disaster (2011), with the consequences of Brexit due several months from now.

This report provides insight and guidance for trading in an increasingly VUCA (Volatility, Uncertainty, Complexity and Ambiguity) world and is intended to have a shelf-life extending beyond immediate concerns.

Complete the adjacent form to download your FREE copy of 'The Evolution of the Manufacturing B2B Customer Experience Report'.

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