Supply Chain Management Blog
In 2016, we talked about the many changes occurring within global e-Commerce, from the power of connected devices, to the surge in global markets like Mexico, and the undeniable rise of e-Commerce as the primary mode of purchase. It is clear e-Commerce was thought to be the future of the industry, but the future is now here.
Congratulations! If you are reading this, it means you survived the most active holiday shopping season in modern history.
Business to Business (B2B) e-commerce usability demands are shifting more and more towards those commonly found in Business to Consumer (B2C) situations. Although business portals that offer the possibility to directly place orders in a supplier’s ERP system have been around for a while, this basic functionality simply doesn’t fulfill a user’s demands. To be on par with what end users expect experience-wise, the rich B2C functionalities we see used these days should be leveraged in B2B engagements.
The contact center is a critical component to every business. After all, it is as close to a face-to-face interaction a customer will have with a company outside of an in-store purchase, and any poor experience could have your customer walking away for good. Despite the importance placed on the contact center, managers are constantly pressured to cut costs in this area.
How well do you know China? Or any other geographic market that’s outside of your own country? Chances are the answer for a majority of companies will be “not that well.” Despite that, we’ve seen many companies still hold to the belief that all they need to do to be successful in China is to translate their materials and website and make sure there’s a proper currency exchange set up.
My colleagues and I will soon be headed to Frankfurt, Germany to attend eCommerce for Manufacturers: Online B2B & B2B2C Practices on behalf of ModusLink, and I’ve been asked to present on how strengthening online customer relationships optimizes supply chain management. My session, “B2B & B2C eCommerce: Optimal Supply Chain Management Starts with the Online Customer,” takes place on January 17th at 11:45 am CET.
Returns can happen for any reason: because something didn’t fit; because people received duplicates of something; because people didn’t like something – or because a product was damaged. There are several reasons why something could be returned – but whatever the reason, companies need to be set up to quickly and efficiently receive these returns and either ship out new goods or process a refund/store credit.
We frequently stress the importance of delivering exceptional customer experiences; after all, it’s the core of every business and what ultimately drives long-term customer loyalty revenue. Given the shift in the buying process in which customers are now more educated about a product before they even buy, and the fact that they are able to receive a product in a day or less, consumer expectations are at an all-time high. If those expectations are not met or exceeded, your brand will suffer.
2016 has most certainly been another banner year for us here at ModusLink. With a series of award wins for everything from our solution offerings to our sustainability initiatives, as well as the addition of new, groundbreaking customers like Tile and COBI, our entire team here at ModusLink did their part to truly move the needle while tapping into our most innovative channels.
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