With a hyperfixation on meeting customers where they want to buy, this report presents new data and commentary to show how B2B distributors are stepping up their game. As industrial, commercial and building supply markets became increasingly fragmented and competitive over time, the emphasis shifted to customer service. Those companies that could deliver the most value-add to their products had the advantage. And while that is still largely true today, distributors’ customer services likewise have become commoditized. Distribution’s digital transformation — accelerated by trends coming out of the COVID-19 pandemic — has fueled the rise of today’s deciding factor for many buyers: Customer experience (CX).
To learn what distributors are doing on the CX front and deliver the buying experience that customers expect today, Modern Distribution Management partnered with Infor on a Spring 2023 research project. This resulting report illustrates current CX trends and the technologies that distributors are leveraging to meet and exceed customer expectations.