Principal

Transformation

Baker Tilly Digital

Change Management 

Customer Experience

Digital Enterprise

Market Research & Alignment

Marketing Effectiveness

Marketing Technology

Program & Project Management

Sales, Marketing & Service

Sales Technology

Service Effectiveness

Service Technology

Sales Effectiveness

Salesforce.com

Strategic Assessments & Roadmaps 

Strategy & Management Consulting

Director

Customer Experience Management 

Customer Experience Innovation

B2B e-commerce is more than just a channel for companies, it is a way to shift offline businesses into high gear online and provide a world class multi-channel customer experience that customers expect. According to Forrester Research, the current B2B e-commerce market is on track to hit $1.18 trillion by 2021. Despite this tremendous growth, B2B digital strategies and capabilities are far less mature than their business to consumer (B2C) counterparts. B2B companies are increasing investment in digital capabilities, but questions still remain as to whether they are getting the most out of their money. Even with the higher levels of investment, 47 out of 50 corporate buyers believe suppliers need to invest more in making the online experience of B2B as easy as B2C, which would indicate significant room for improvement on the investments being made. From a historical perspective, a gap in strategy has existed, with many organizations failing to see the linkage between their e-commerce efforts and their customer strategies. Whether your investments are targeted to attract new customers or keep the ones you currently have, your e-commerce strategy needs to focus on improving the overall customer experience. In this whitepaper you will learn:  The history of B2B e-commerce Foundational drivers and key considerations as you define your e-commerce strategy The importance of defining your key customer strategies and how e-commerce can support them  For more information on this topic, or to learn how Baker Tilly growth strategy specialists can help, contact our team.

B2B e-commerce is more than just a channel for companies, it is a way to shift offline businesses into high gear online and provide a world class multi-channel customer experience that customers expect.

Getting e-commerce strategy right

In the world of digital strategy, companies can easily get lost with the numerous options for improving e-commerce capabilities. Organizations can waste time and resources chasing the latest trends. Worse yet, companies often fall short on communicating changes amongst customers, partners and employees, which leads to eroding sales, alienating key stakeholders and negative impacts. To avoid these pitfalls, companies should invest the time to define their e-commerce strategy, identify capability gaps, and build a detailed roadmap for the future. A roadmap depicts the intersection of your business strategy, technology investments and organization. A roadmap prioritizes and sequences activities to help your company achieve its business goals and provides the guide rails to make sure you stay on track. Creating an effective roadmap allows your company to clearly understand new potential initiatives in terms of their scope, size, priority, and, ultimately, impact to your customers. Once you have a common understanding of how your e-commerce and customer strategies relate, it will be easier to incorporate e-commerce into your organization’s roadmap. In this whitepaper you will learn:  How to develop guiding principles and structure when building an e-commerce roadmap The components of an e-commerce roadmap The timing and sequencing of an e-commerce roadmap

In the world of digital strategy, companies can easily get lost with the numerous options for improving e-commerce capabilities. 

Building your e-commerce roadmap

B2B companies see the tremendous potential of e-commerce, but they also need to be able to deliver the capabilities required to acquire, retain and grow customers. B2B customer expectations have increased dramatically due to rapid advances in the B2C world. As an attempt to extend the customer experience to online and mobile channels, organizations moving into the e-commerce space are thinking the investment in capabilities is all about the website or mobile app. However, organizations need to also consider the cross-functional and technical capabilities required to execute their strategy and enable the customer experience for e-commerce.  In this whitepaper you will learn: The holistic approach to aligning the cross-functional and technical capabilities required to execute an e-commerce strategy Where and how to target your B2B e-commerce investment to get the biggest impact and provide the experience customers expect How to balance your investments across the capabilities required to extend your customer experience in the e-commerce channel For more information on this topic, or to learn how Baker Tilly e-commerce specialists can help, contact our team.

B2B companies see the tremendous potential of e-commerce, but they also need to be able to deliver the capabilities required to acquire, retain and grow customers. Download this whitepaper for the cross-functional and technical capabilities required to execute a strategy and enable the customer experience for e-commerce. 

Building e-commerce capabilities to achieve success

An effective sales organization is rooted in a well-defined go-to-market and customer experience strategy that is embraced by its sales professionals. It also has the right sales technology that supports and enables the sales organization to work more effectively.

In today’s complex selling environments your sales team is tracking numerous data points -- from ever changing customer contacts, to staying on top of customer interactions with other parts of your organization, to sales forecasting and pipeline management. The information needed to be successful can be overwhelming and time consuming. Your sales teams need sales technologies that better help them engage on the buyers’ terms and in the channels they value.

Tight alignment between the marketing and sales function is more important now than ever before. Accelerate the sales process by delighting the prospective buyer with the information they need when they need it and be able to predict their questions/focus areas before you meet with them. Deal momentum, accuracy/alignment, and closing speed are the key factors once you formally engage. Incorporate sales technology to accelerate tailoring your pricing and quoting solutions for sales functions.

Baker Tilly sales technology consultants works alongside organizations to select, align, implement, and optimize sales technology solutions that enable sales teams to reach their goals.

Analyze your existing markets and identify new ones to drive growth: Market Research and Alignment

Understand your market and the individuals therein for better targeting: Customer Experience

Optimize your sales strategy, structure and competencies: Sales Effectiveness

Better collaboration with your marketing organization as your virtual selling arm: Marketing Effectiveness

Additional services we offer to help you maximize your sales performance include:

The capabilities B2B organizations need to succeed

Amanda Klein is a principal in the enterprise transformation services team within the consulting practice at Baker Tilly. As a principal in Baker Tilly’s enterprise transformation consulting practice, Amanda Klein leads organizations through all phases of complex business transformation initiatives. She leads activities to define strategic objectives, align with future-state customer experience vision and activates tools to support adoption and engagement throughout. She drives execution of the transformation strategy by leveraging her experience in program management, change management, process improvement, and business analysis. Amanda joined the firm in 2007 and has helped clients from a variety of industries including: manufacturing and distribution, financial services and healthcare – achieve their goals. 

Todd Wilkerson is a director in the consulting group of Baker Tilly. Todd leads solution delivery for the Growth Strategies practice, focused on CRM and customer experience solutions for clients. Todd brings 20 years of consulting experience in customer relationship management, with on-premise and SaaS-based package and custom solutions. He has worked with organizations both large and small, with significant industry experience in high technology (hardware and software, business and consumer) and countless clients across a broad spectrum of other areas such as life sciences, consumer packaged goods, financial services, and telecommunications/media.

B2B customers today progress more than 70% of the way through the decision-making process before ever engaging a sales representative. (Demandbase 2017 B2B Buyer’s Survey Report)

The roles of B2B marketing and sales need to change

Modern selling relies on technology that creates better buyer engagement and accelerates deal flow, not just record keeping. 

Modern selling relies on sales technology that improves buyer engagement, accelerates deal flow and enables the sales organization to work more effectively.

Finding the right technology enablers for B2B marketers to better sell

Helping owners and executives of construction companies enhance performance, improve profitability, reduce costs and build connections to grow their business.

Advisory, tax and assurance services for construction contractors, home builders, architectural and engineering firms as well as construction labor unions and trade associations.

With expertise in oil and gas, power and utilities and renewable energy, we provide a collective view with measurable results. 

Baker Tilly’s energy team, lead out of Texas, works with oil and gas, upstream, midstream, downstream, power and utilities, renewable energy

Helping family businesses achieve their full potential through growth strategies, succession planning and next generation leadership development.

The financial services industry continues to diversify, but competition and more complex vendor relationships make determining business strategy more complicated. 

Baker Tilly financial services practice leaders collaborate with a wide range of financial services companies to help move organizations toward the future they envision.

Baker Tilly helps government contractors address complex regulatory compliance, audit and other government oversight burdens.

Baker Tilly positions government contractors for success in the federal marketplace by helping them address complex regulatory compliance, audit, and other government oversight burdens. 

Government contractors: Baker Tilly’s expertise and solutions

We deliver innovative and sustainable results through our collaborative approach across the provider, health plan and life sciences spectrum. 

Baker Tilly’s healthcare and life sciences professionals can help you navigate the future of the complex healthcare industry. 

Higher education and research institutions ensure student and institutional success by balancing competing priorities and effectively aligning limited resources.

Higher education leaders are challenging the status quo, transforming their business models and addressing strategic and tactical concerns with the help of Baker Tilly.

In the face of intense competition, successful law firms must deliver quality legal services and practice effective business management. 

Your trusted business advisors helping law firms manage financial results and tax risks while reducing the burden of compliance.

Helping manufacturing and distribution companies reduce risk and improve efficiencies across their entire supply chain. 

We bring insight across the supply chain to improve efficiencies, reduce risk and offer solutions as market disruption continues.

Manufacturing and Distribution | Manufacturing Planning | Baker Tilly

We have a deep understanding of the issues not-for-profit organizations face, and the creativity and humanity required to thrive in your world.

With a deep understanding of the issues not-for-profit organizations face, and the creativity and humanity required to thrive in your world, Baker Tilly professionals bring you reliable solutions that deliver measurable value to your organization and those you serve.

Baker Tilly leverages deep industry knowledge and operational experience to offer private equity clients value from the fund level down through the entire portfolio. 

Deep experience with private equity firms, portfolio companies and investment firms means Baker Tilly can help with your tax, audit, reporting and regulatory compliance

Innovative solutions for developers, owners, investors and property managers. 

A leading real estate practice serving real estate investors, developers, owners and property managers through every stage of the project lifecycle.

Baker Tilly serves the advisory, accounting and assurance needs of states, cities, counties, townships, boroughs, villages and other municipalities across the U.S.

Baker Tilly’s state and local government practice serves a wide variety of governmental entities on their accounting, assurance and advisory needs.

Is your sales team achieving its full potential? Baker Tilly can work with you to help design a sales process and set of enabling tools that are focused on increasing customer engagement while streamlining key processes to allow your sales force to focus on what they do best: sell. 

Baker Tilly can help enhance the effectiveness of your sales organization through the development of a holistic sales strategy and enablement roadmap.

Strategy, planning and execution to transform brands and deliver growth​

Marketers are challenged to use the wealth of B2B and B2C online data to understand their customers’ buying behavior and journey.

Create intentional, positive customer experiences that deliver market differentiation and premium pricing permission.

Answer the fundamental question of “where to play” and “how to win” as you evaluate new markets – either geographical or industry.

Evaluate opportunities for growth in target markets and assess your organization's capacity and capabilities through market research and alignment.

Become insights driven with data and analytics.

Analytics are being used to harness vast amounts of internal, external, structured and unstructured data to extract insight for more intelligent decision making.

Creating positive service experiences is the best way to build customer loyalty and create brand evangelists.

Baker Tilly helps companies evaluate and align their services organizations to meet service demands, improve service engagement and deliver excellent field and customer service.

Despite significant investments made in marketing technology, many organizations are not achieving the results they expected. 

Baker Tilly’s marketing technology consultants help organizations navigate the complexities of marketing technology.

Improve your organization’s call center and service center operational capabilities to effectively address your customers’ problems or questions when they arise. 

To achieve growth in today’s competitive, customer-driven marketplace, a more holistic focus on customer experiences and interactions is necessary.  That requires operational capabilities that are unified around a common view of the customer lifecycle.

In today’s customer-driven marketplace, a focus on customer experience and engagement is necessary. Cloud-based CRM solutions help organizations become more customer-centric.

Sales Technology

Getting e-commerce strategy right

Building your e-commerce roadmap

Building e-commerce capabilities to achieve success

Construction

Energy

Family Business

Financial Services

Government Contractors

Healthcare & Life Sciences

Higher Education

Law Firm & Professional Services

Manufacturing & Distribution

Not-for-Profit

Private Equity

Real Estate

State & Local Government