Executive Summary
The State of Post Sale Commerce in 2015
Constellation’s research team delivers its inaugural series on the state of the state. The state of the state explores the impact of digital transformation and matrix commerce from a systems perspective. It takes into account the political, economic, societal, technological, environmental, and legislative points of view. This research report explores a key area: post-sale commerce.
A key aspect of matrix commerce is post-sale commerce. Both B2B and B2C companies are keenly aware of the importance of how to service customers once the sales are consummated. There are nuances in how both B2B and B2C industries approach post-sale commerce. For B2B, it is about the impact on revenue, while for B2C, there is a focus on opportunity cost. Regardless of the business, post-sale commerce requires a high rate of attention to protect margin, generate additional revenue and ensure brand integrity.