For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	July 31, 2007 The Three Keys To Improving B2B Site Experience by Alan E. Webber with Elizabeth Boehm, Andrew McInnes	Average: 9  (3 ratings)

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Executive Summary

B2B site users come to the Web with goals and tasks to complete — and many of them fail miserably. Why? Because until now B2B firms have been under little pressure to improve site usability. The result is lost productivity, frustration, increased call center costs, and missed revenue opportunities. Forrester recommends that B2B site owners take a page from leading B2C sites by getting to know their users, designing with usability principles in mind, and building brand in the eyes of their users. Only then will B2B site owners get the opportunity to differentiate their online experiences.

TABLE OF CONTENTS

• Designing Usable B2B Sites Benefits Both Businesses And Users
• Three Building Blocks Support B2B Site Success
• First: Understand Your Users And Their Goals
• Second: Design With Usability Principles In Mind
• Third: Build The Brand In The Eyes Of Your Users

RECOMMENDATIONS

• How To Get Started On A Successful B2B Site Strategy
• Supplemental Material
• Related Research Documents

This is an excerpt

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