How Well Do Sites Support B2B Users?

Forrester recently surveyed 2,671 B2B Web users to understand how successful they were at completing work-related tasks online — and where they go when they fail. Ninety-two percent of B2B users reported that they were able to complete their most recent online work-related tasks successfully. But when B2B users don't succeed, firms are forced to support them through higher-cost channels — if they don't take their business to a competitor first. Firms that want to maximize the lower-cost Web channel need to understand and document user behavior across channels, assess individual channel capabilities for handling key interactions, and measure traffic and results across channels.