In recent years, purchases have moved online at an ever-accelerating pace. In addition to consumer sales, even B2B sales have moved online. However, the change in purchasing behavior is only one of the drivers of change in the retail industry.
Digital commerce is facing fierce global competition and therefore, it is increasingly critical to know your customer base and find a competitive advantage. Online product and service comparisons are easy, requiring just one click or two, and customers have become accustomed to appreciating high-quality product information, easy availability, fast delivery and simple purchasing.
Digitalization is an increasingly crucial factor for the success of a service company. According to a survey (*), 72% of growing companies have identified digitalization as a strategic goal. Several of these companies are also exporting their services and planning to expand their international business.