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The B2B eCommerce Playbook For 2020

Make Your B2B Business A Digital Business

New forms of digital customer engagement are transforming B2B businesses, forcing them to fundamentally rethink how they go to market — from the customers they target to the channels they sell...

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  • Report Research Overview: Online Marketplaces

    A Guide To Buying, Selling, And Creating Market Leverage Via Everyone's Favorite Digital Platform Business Model
    August 17, 2020 | Allen Bonde, Caleb Ewald

    Online marketplaces aren't a new idea. Yet over the past few years, they have (re)emerged as a preferred channel for consumers, small businesses, and a growing number of enterprise buyers. For...

  • Report The Forrester Wave™: B2B Commerce Suites, Q2 2020

    The 13 Providers That Matter Most And How They Stack Up
    May 19, 2020 | Joe Cicman, Emily Pfeiffer

    In our 29-criterion evaluation of B2B commerce suites providers, we identified the 13 most significant ones — Adobe, Apttus, BigCommerce, commercetools, Elastic Path Software, Episerver, Insite,...

  • Report Forrester Infographic: Master Emerging B2B Marketplaces

    April 15, 2020 | Allen Bonde, Caleb Ewald

    Alibaba and Amazon have disrupted B2B commerce across industries, demonstrating the reach and impact of large-scale, online marketplaces. In an age where competition is fierce, the (re)emergence of...

  • Report The Forrester Wave™: Sales Training And Services, Q1 2020

    The Nine Providers That Matter Most And How They Stack Up
    March 17, 2020 | Mary Shea

    In our 28-criterion evaluation of sales training and services providers, we identified the nine most significant ones — Baker Communications, Challenger, Corporate Visions, Force Management, IMPAX,...

  • Report Omnichannel Mastery: Optimize Fulfillment And Engagement

    Continuous Improvement: The Omnichannel Commerce Playbook
    February 18, 2020 | Brendan Witcher

    Omnichannel capabilities — i.e., the ability to offer the customer cross-channel experiences, visibility to inventory, and ordering options — have become standard offerings for leading retailers....

  • Report The Agile CMS Cookbook: Tales From The Test Kitchen

    Knowing Your Agile CMS Flavor Profile And Building On Proven Recipes Can Boost Adoption
    February 7, 2020 | Nick Barber, Mark Grannan

    Agile content management systems (CMS) are just over the horizon, bearing promises of content reuse, content insights, faster and more agile content operations, and flexibility across channels....

  • Report Now Tech: B2C Commerce Suites, Q1 2020

    Tools And Technology: The Retail eCommerce Playbook
    February 6, 2020 | Emily Pfeiffer

    You can use B2C commerce suites to increase revenue, improve efficiency, and unite business functions. But to realize these benefits, you'll first have to select from a diverse set of vendors that...

  • Report Now Tech: B2B Commerce Suites, Q1 2020

    Landscape: The B2B eCommerce Playbook
    February 6, 2020 | Joe Cicman

    You can use B2B commerce suites to digitize buying and selling processes, provide convenient engagement for customers, and uncover valuable customer insights to personalize the buying experience....

  • Report Now Tech: Sales Training And Services, Q1 2020

    Forrester's Overview Of 23 Sales Training And Services Providers
    February 5, 2020 | Mary Shea, Meredith Cain

    You can use sales training and services (STS) to increase the effectiveness of your sales force, foster better alignment between marketing and sales personnel, and deliver better experiences to...

  • Report Make Your B2B Business A Digital Business

    Executive Overview: The B2B eCommerce Playbook
    January 24, 2020 | Joe Cicman

    New forms of digital customer engagement are transforming B2B businesses, forcing them to fundamentally rethink how they go to market — from the customers they target to the channels they sell...

  • Report Research Overview: Digital Supply Chain

    A Guide To Digitally Transforming Your Supply Chain
    January 13, 2020 | George Lawrie, Luis Deya

    This report is a brief overview of our supply chain series and contains links to the Forrester reports in it. It guides digital business professionals on how to overcome the modern challenges and...

  • Report The State Of Digitized Selling

    Stop Testing The Waters And Get Immersed
    December 27, 2019 | Mary Shea, Meredith Cain

    Today's B2B marketing and sales leaders face a mounting predicament: ensuring that their sellers meet and exceed sales targets while fulfilling the expectations of increasingly digitally oriented...

  • Report Think SKUs, Not SOWs: How Marketplaces Will Shake Up Tech Selling

    Selling On This Channel Requires Embracing CPG-Style Approaches
    November 12, 2019 | Allen Bonde

    B2B marketplaces are not new, but even the least adventurous sellers must now consider selling through or even launching their own marketplace. Early movers demonstrate the importance of...

  • Report Predictions 2020: B2B Marketing And Sales

    Accelerating Response To The Great Expectations For The B2B Buying Experience

    We are approaching the end of the first half of the age of the customer. Over the past decade, we've seen business buyers become increasingly self-reliant and self-directed. But we're now seeing...

  • Report Predictions 2020: B2B Commerce And Marketplaces

    Headless Models Enable Innovation Across The Value Chain, While Manufacturers Get Back To Basics
    October 29, 2019 | Joe Cicman, Allen Bonde

    The API economy and marketplaces have proven to be more effective at delivering value than vertically integrated value chains. They are principled on stewardship of the customer problem, sense and...

  • Report The US Digital Retailers Customer Experience Index, 2019

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    September 9, 2019 | Fiona Swerdlow, Michelle Yaiser

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

  • Report The State Of Digital Banking, 2019

    Landscape: The Digital Banking Strategy Playbook
    September 6, 2019 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have woken up to the threats, few have embarked on a true digital business transformation. This report...

  • Report Gauge Your B2B eCommerce Digital Maturity

    Assessment: The B2B eCommerce Playbook
    August 27, 2019 | Joe Cicman

    As B2B C-suites increasingly demand that their companies accelerate their digital transformation efforts, digital business professionals face more pressure to show progress and benchmark their...

  • Report The New Commerce Revolution: Off With Their Heads (Or Not!)

    A Loosely Coupled API-Based Architecture Makes It All Possible
    August 13, 2019 | Joe Cicman

    If you're not fluent in headless commerce at this point, you're in a critical state, and vendor sales teams might not even talk with you. No matter your industry, competitors have figured out how...

  • Report Define Your Payment Strategy For B2B eCommerce In China

    Banks Still Dominate The B2B Payment Space
    April 26, 2019 | Meng Liu

    As the world's largest eCommerce market, China appeals to global B2C and B2B brands alike. But China's B2B eCommerce market is not as mature as the consumer space. Multinationals that want to...

  • Report Financial Services Firms Should Weave Online Video Into Every Customer Journey

    On-Demand Online Video Helps Digital Business Teams Engage, Win, And Serve Customers Efficiently
    April 4, 2019 | Nick Barber

    Global video will make up a huge portion of online traffic in just a few years, but most financial services firms are missing an opportunity to engage customers and prospects with the format. In...

  • Report Direct Mail Captures The Attention Of Buyers Overwhelmed By Digital Tactics

    Use Direct Mail To Complement And Amplify Digital And Human Touchpoints Throughout Your Buyer Journeys
    March 12, 2019 | Steven Casey

    Today's attention economy is making it harder than ever for B2B marketers to connect with their prospects and customers. Many go-to engagement channels, such as email and cold calling, are becoming...

  • Report The Forrester Retail Wave™: US Mobile Apps, Q1 2019

    Today's Retail Apps Meet mCommerce Objectives But Fail To Inspire Omnichannel Shopping
    February 25, 2019 | Brendan Miller, Jennifer Wise

    Mobile has become the dominant digital touchpoint, so retailers and digital business professionals must elevate their mobile experiences to win, serve, and retain their loyal customers. In 2017, we...

  • Report Digital Ups The Stakes For B2B Sales Pros

    Vision: The B2B eCommerce Playbook
    February 13, 2019 | Allen Bonde

    Nearly four years after forecasting that 1 million B2B salespeople would be displaced by 2020, Forrester sees B2B buyers both accelerating their shift to self-service and demanding higher-quality...

  • Report It Takes A Village To Deliver World-Class B2B Commerce

    Tools And Technology: The B2B eCommerce Playbook
    January 29, 2019 | Allen Bonde

    Producing an effective B2B eCommerce technology strategy is like planning for a successful journey: You need a good map, a proper guide, and the right tools. In the age of the customer, B2B digital...

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