The Elephant in the Room in B2B Commerce: The Digital Customer Experience in the Aftermarket Is Way Behind Expectations – And OEMs Are Feeling the Pain

A brutally honest discussion about the status quo, the possible reasons and what to do about it.

We all know the success stories of customer experience in B2C commerce environments. In B2B aftermarket environments, the adoption speed should be even higher. Basically all customers have a more or less immediate product need, they have budgets, and they need things to happen fast. Perfect for eCommerce. That´s why market analysts predict year-over-year eCommerce revenue growth to be in the range of 18%-23% for the next 5 years.

But when you look around, many of today’s aftermarket portals are deserted. Despite great looking portals and expensive software, the digital customer experience is weak, and the share of digital revenue streams is extremely low.

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02. CONTENT

Join us in a discussion between an OEM aftermarket expert and a key software provider about the key challenges, the main reasons behind the problem and possible ways forward.

In this webinar, we will discuss the most common reasons for this problem and then identify simple steps how you can unlock the situation for your market.

During this hour, we will learn from CNHi, an OEM on a global scale,

How to transform your e-commerce platform, to make sure it really enhances user experience and converts into business and enhances the customer experience and supports the buying journey?
How the traditional mindset of a B2B organization can be transformed into an online environment that ticks all the boxes on customer satisfaction
How to use the outcome of these activities for other problems related to aftermarket process efficiency and optimization

03. SPEAKERS

Lorenzo Andreani, Director of CNH Industrial (CNHi) Ventures

Lorenzo Andreani is the Director of CNH Industrial (CNHi) Ventures, a leading industrial firm that manufactures, markets, and finances industrial machinery across the globe. In his current role, Lorenzo drives corporate development for Parts & Service.
Appointed to this strategic role for his long-standing experience specifically in the growing business of aftermarket services, Lorenzo oversees the development and expansion efforts in emerging service lifecycle management (SLM) technologies.

Philipp Descovich, CEO, Partium

Philipp Descovich is the CEO of Partium, the world’s leading search technology for industrial spare parts. The company has offices in the US, Canada, Spain, and Austria, and counts many medium-sized and large companies across the globe among its customers. Through his professional focus, Descovich sees on a daily basis how companies in a wide range of industries and geographies are completely and sustainably changing both supply chains and after-sales markets through disruptive spare parts management approaches.

Lisa Hellqvist, Managing Director, Copperberg

In 2012 Lisa co-founded Copperberg and has since the start been the acting Managing Director. With over 15 years of experience in the industry, she first joined the group of companies as Marketing Director in 2009. In addition, Lisa holds a Bachelor’s degree in business administration and economics.

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