Sana Commerce’s‘Manufacturing & E-commerce Benchmark Report’reveals that creating a good online customer experience is one of the biggest challenges facing manufacturers. Every manufacturer now has an online sales channel. However, research by Sapio Research shows that more than 80 per cent are dissatisfied with the e-commerce experience their customers receive. Manufacturers who do invest in online sales channels but pay too little attention to providing a suitable e-commerce experience are putting their customer relationships at risk and run the risk of losing revenue.
E-commerce used to be seen as an additional sales channel, now it is a real must for manufacturers. Of the companies surveyed in the study, 98% said they sell via e-commerce or plan to start doing so in the near future.
“When further developing the online e-commerce experience, it is therefore essential to take the customer’s wishes into account,” says Michiel Schipperus, CEO of Sana Commerce. “The research shows that manufacturers are struggling to create the right e-commerce experience, resulting in poorer customer relationships and a loss of turnover.” To prevent this, it is crucial for manufacturers to integrate their ERP system with their online shop. The information from the ERP system and the possibilities it offers are indispensable for delivering an optimal user experience. Greater adoption of the online shop ultimately leads to better customer relationships. Download the research here for all the data and results
Text and image: Sana Commerce
