Contact Center Solutions Featured Article

Acquity Reveals Corporate Buyers' Preference for Amazon Supply

June 20, 2013

Acquity Group has revealed the allegiance results of its 2013 State of B2B Procurement Study. As part of the study, corporate purchasers, with yearly budgets of a minimum of $100,000, were surveyed regarding their buying behaviors and choices.

According to the study, Amazon Supply was preferred for online purchasing by 45 percent of respondents in the past year. Amazon Supply was also used for regular buying by 25 percent of respondents.

In a statement, Robert Barr, senior vice president of Acquity Group said, "B2B suppliers must be aware of the revenue threat from the third-party B2B eCommerce websites. This is particularly important since many buyers do not visit suppliers' physical stores, but rely on catalogs and websites to research products. Unfortunately, many of supplier's websites are outdated and lack capabilities to meet customer expectations."

The survey reveals that corporate purchasers have restricted allegiance to suppliers. Corporate buyers are willing to buy products from other website or supplier if they are sold at cheaper rates. Nearly 85 percent of respondents preferred the cheap rate choice in lieu of allegiance to the existing supplier.

Apart from affordable prices, supplier allegiance is replaced for enhanced convenience. Nearly 71 percent of purchasers were willing to buy from websites offering handy and resourceful purchase processes, even when the products were priced similar to the current supplier. Customer service and convenience and not the rate were the deciding factors among 32 percent of purchasers.

Barr said, "While Amazon Supply and other third-party websites offer goods at lower price points, they also provide added convenience and familiarity, which buyers value. Corporate buyers are very concerned with process efficiency. Suppliers have an opportunity to increase revenue by offering a better shopping and research experience online."

At least 46 percent of buyers make use of support available over phone or real-time chat for research and buying products separately. Research before purchasing products is conducted by 55 percent of buyers.

According to Barr, the current purchasers depend on the web for research. Suppliers need to have a dependable web presence and provide in-depth product information. Buyers are bound to make their purchases somewhere else if their suppliers don’t provide the required information.




Edited by Ryan Sartor

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!