Executive Summary
How to Design for Buyer-Centricity in a People- to-People (P2P) World
Amid the proliferation of new technologies, business models and economic conditions, a new buyer-centric world has emerged. Consumerization of technologies, manifested in trends such as social networking, mobility, cloud services and Big Data, has raised the expectations of buyers as to the art of the possible. The result - a growing digital divide has emerged between organizations that adopt disruptive technologies and those who fail in creating business transformation.
Matrix commerce describes the processes, technologies and business models emerging at the intersection of omni-channel distribution, payment technologies, demand signals, supply chains, frictionless enablers and Big Data to deliver on a buyer’s expectations. Matrix commerce addresses the emerging complexity of meeting perfect orders in a buyer-centric world. Internal organizational silos of yesteryear must be broken down and re-integrated in order to deliver a seamless buyer experience.
Constellation recommends 10 strategies for sellers to align themselves for buyer-centricity while meeting revenue goals and offsetting margin pressures. The first strategy starts with active listening. The last strategy warns organizations to stay vigilant in managing complexity.