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Creating A Digital Customer Strategy For B2B


The world of business is changing. Technology has become more important than ever before, and it’s only going to continue to grow in importance. For your company to be successful in this new era of digital customer engagement, you need a strategy that includes everything from creating brand awareness among potential customers through social media platforms like Facebook or Instagram to improving customer experience by making sure that you have the right products available when people want them most and allowing them to purchase easily online through websites like Amazon. In the CX Benchmark Report by Customer Gauge, for B2B companies, the average retention rate was 80%. This was initially simply a 3% rise on average as part of their CX efforts. B2B businesses are often slow to increase retention across industries.

This article will cover some key strategies for developing a digital customer strategy for B2B manufacturers who want their brands known across social media platforms and online shopping sites such as Amazon.

Who Needs A Digital Customer Experience?

The good news is that all businesses need a digital customer experience. If you don’t have one, then you will be left behind by competitors who are using innovative technologies to improve their ability to engage customers and drive sales. A good digital customer experience can help you grow your business, reduce costs and make life easier for both employees and customers alike.

Your strategy is a roadmap for how to improve your business – so don't waste any time! Start working now on creating an outstanding digital experience for yourself or your company - it's not going away anytime soon! You'll need some tech skills first though; before we go into detail about how best to implement this strategy in practice (and why), we recommend taking some time out now if possible so that:

  • You understand what makes up a good digital customer experience (or why they matter)
  • You can learn which tools are best suited toward achieving these goals
  • You have time available during meetings and planning sessions

Know Your Customers and Their Digital Disposition.

Knowing your customers and their digital disposition is the first step to developing a digital customer strategy for B2B.

The focus of this section will be on understanding the needs, wants, expectations, pain points, and buying process of your target audience. You can use this information as a basis for deciding which solution(s) are right for you or even better yet determine which solutions are not right for you at all!

Once you have determined what types of tools/services would be most beneficial in meeting those needs/wants/expectations etc., it’s time to map out how these tools/services fit into your overall plan so that everyone knows where they stand when planning out their journey towards success!

Define Your Strategy.

So you’ve decided to take the plunge, and now it’s time to develop your digital customer strategy. There are a few things you need to do before starting this process:

  • Define Your Vision, Goals & Audience: What do you want? Who are your customers? How will they use your product or service? What problems do they experience in their day-to-day lives that could be solved by using what you offer? The answers will help guide decisions during the early stages of developing this plan.
  • Decide on Budget & Resources: How much money will be required for implementation (including any additional costs such as software licenses or consultants), and which resources are needed to execute each step of the plan (e.g., designers/developers/etc.). It's important not only to understand what it takes financially but also who does what so everyone knows where responsibility lies if something goes wrong later down the line

Bring in a Team of Experts

Bringing in a team of experts is important because it allows you to maximize your resources and make sure your company is operating at the highest level.

The right people will help you develop a digital strategy that works for your organization, so finding them should be one of the first steps in developing one. You can find these specialists by asking around or learning about them on social media (e.g., LinkedIn). Just keep in mind that this may take some time; don't rush into hiring someone just because they seem like they would be a good fit for your company's needs! Once you've found someone who seems like they'd be able to help out with creating a digital customer experience plan, set up an interview with them before making any commitments regarding salary or other aspects of working together—you never know what might come up during an interview until after it's been conducted!

Map the Customer Journey

  • Map the Customer Journey.

A good understanding of your customers' journeys is essential for any successful marketing strategy. This will help you identify where they are in their journey, which products and services they value most, and how to target them with relevant messages at just the right moment in their journey.

  • Use Customer Data To Inform The Customer Journey.

Once you have mapped out each stage of your customer's journey, it's time to use this information as part-of-speech tags when creating digital experiences that speak directly back through data analytics and AI technologies (like natural language processing).

Select the Right Solution for You.

Before you can get it, make sure that you know what your business needs. You need to know what your customers want before they can buy from you and even if they don't, but still want to do business with your company. Without knowing how people use the products and services in their lives, companies like yours (or anyone else) can't provide solutions that meet those needs.

This is where developing an effective digital customer strategy comes into play: identifying who exactly will benefit from using these new technologies as well as how best they might be used by different types of businesses based on their goals and objectives -- then implementing processes accordingly so everyone involved feels comfortable using them together without any obstacles standing in their way!


Once you have the right team in place, make sure that their solution is the right one for your business. Make sure they have a plan and know what to expect from you. They should also be measuring and refining their process so that it’s as effective as possible from start to finish.

As an end-to-end manufacturer (or supplier), your customers will want more than just a website or app; they need an optimized digital experience that meets all of their needs across channels like email marketing and social media messaging platforms like Facebook Messenger or Twitter DM (Direct Messages). The best way for manufacturers—and suppliers too if they want more customers—is through building relationships with them over time so they can understand what works best with each brand based on their specific target audience(s) needs while still maintaining control over how those messages are delivered through different mediums such as mobile apps versus desktop computers/laptops, etc…

Measure, Refine, Repeat.

Two things make a successful digital customer experience initiative: measuring and refining.

  • Measure, refine, repeat. This is one of the most important steps in any digital marketing strategy—and it may seem silly to say this about B2B companies who don’t have to worry about making sales every day or even every week! But as we discussed before, no matter how good (or bad) your initial launch goes, there will always be room for improvement. So measure what works well with your customers and then continue doing those things until they stop working well enough anymore. If you aren’t getting the results that you want from one part of your program, then look at other areas where something has gone wrong and try some new ideas there instead; this could mean changing up the way someone interacts with an online form or giving them more information before asking them their details directly on social media channels like Facebook Messenger, etc., but whatever works best for each case should also be considered when deciding which direction should go forward next stepwise...

Nothing worth achieving happens overnight. As with anything you start in your business, it’s worth being patient and putting in the time to execute a digital customer experience strategy properly.

  • Don’t rush the process. It takes time and effort to build a successful digital customer strategy for B2B, so don’t expect it to happen overnight.
  • Don’t try to do it all yourself. You need an experienced team who can help you develop your digital customer strategy and execute it effectively as well as understand how you fit into their overall marketing plans.
  • Don't expect immediate results; they won't come without hard work and dedication from everyone involved in building out this new channel for your business!
  • Ask other experts within your industry whether they think what you're doing will work before spending money on something that might not pan out - that way there's less risk involved when trying something new (and possibly more likely success).


With all these tips in mind, you can now create a digital customer strategy for your B2B business. The process will take time, but with a little bit of effort and patience, you’ll be on the right track to success!

How do I know if this is working?

The first step is to measure your results. This means tracking how many people have clicked through from your site or app onto the company’s website or app. It also includes tracking what happens when they arrive there (if any). This can include things like whether they download an ebook or watch a video on YouTube that interests them before going further down their journey into buying something.

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