Trends Report

Get Your B2B eCommerce Metrics Right

July 6th, 2018
John Bruno
With contributors:
Madeline King , Daniel Hong


B2B companies face a daunting yet critical task: accurately measuring and reporting the impact that digital channels have on sales, service, loyalty, and operations. This report outlines how successful digital business strategy professionals identify and prioritize key performance indicators (KPIs) and analyze omnichannel customer interactions to produce value-added insights and drive sustained growth. This is an update of a previously published report. It includes new data.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.