Buying Experience 2023 – meeting the expectations of B2B buyers with Sales Excellence

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In a time of economic uncertainty for many reasons, sustainable, strong and long-term customer relationships and efficiency maximization are more than ever the ultimate goals of many companies. But what expectations of buyers do you have to meet in 2023 in order to make these key performance indicators (KPIs) as successful as possible compared to the competition? What implications does this have for your sales organizations and which technological developments can you take advantage of?

Concrete expectations of B2B buyers for their buying experience in 2023
At a time when a large proportion of B2B customers and buyers are already "digital natives", certain quality features of the buying experience that are familiar from the B2C context are increasingly expected. Online self-services via portals, omnichannel sales with a consistently uniform and sales channel-independent experience, and an integrated sales organization germany consumer email list in which all departments with customer contact offer consistency in exchange remain key expectations. However, these very factors continue to be the key challenges, especially in German SMEs. As the adesso Digital Commerce Study 2023 shows, there is still a considerable gap here even in the B2C context: 58 percent of consumers appreciate it when companies' online and offline activities mesh together, but only 9 percent of companies consistently pursue an omnichannel strategy.

For B2B sales, the following partly new developments have been added for 2023:

1. Buyers want to be “found” by sales organizations
No matter which channel, whether e-commerce platforms, social media networks, websites or trade fairs: buyers expect sales organizations to meet them exactly where they are looking for solutions to their problems. According to Salesforce's "State of Sales Report 2022", sales organizations now use at least ten sales channels on average to meet these expectations.