Meet and exceed emerging customer expectations
Since the COVID limits went into effect in early 2020, an increasing number of B2B enterprises have shifted to platforms that allow for e-commerce. For their survival, this is a critical change.
Having an e-commerce presence, though, isn't enough. As a B2B seller, you must make an amazing client experience with self-service options the heart of your digital sales channels to successfully set yourself apart from the competition.
CARLSBERG: B2B E-COMMERCE AND ENGAGEMENT PLATFORM
Carlsberg is one of the world's largest and most recognizable brewers. With their products, the Danish corporation today has a global reach of over 140 nations. Carlsberg sought to become a digital leader in the beer brewing sector, as well as strengthen their relationship with their on-trade partners. The Carl's Shop, an innovative platform that would take Carlsberg's digital adventure to the next level, was unveiled in 2018.
Carl's Shop's digital commerce platform provides greater customer service, allows customers to place orders 24 hours a day, 7 days a week, on any device, and removes the need for telesales. Furthermore, it enables consumers to set up their hospitality business for success by providing detailed and extensive material such as product stories, editorial content, and training on how to run their business successfully.
Carlsberg may create an emotional connection with its customers with this material that goes beyond transactional and becomes more relational and loyal. This strategy has shown to increase net revenue per client (Carlsberg's Annual Report 2019), and it is a superb example of B2B digital and customer experience excellence.