Gartner Predicts 2021: COVID-19 Drives Accelerated Shift to Digital and Commerce Model Evolution

What's in store for 2021

Digital commerce should be a top priority for B2B and B2C companies as customer expectations shift.

Why should B2B and B2C companies invest in digital commerce?

  • “By 2022, organizations using multiple go-to-market approaches for digital commerce will outperform non-commerce organizations by 30% in sales growth.”
  • “By 2024, leading commerce organizations will generate 10% of online revenue from services attached to physical products.”
  • “Business customers are developing a strong preference for B2B self-service — especially millennials, with 44% preferring no sales rep interaction.”
What's included in the report?

According to Gartner, “COVID-19 has propelled digital commerce to become the leading customer buying channel for many organizations. Application leaders responsible for digital commerce technologies must quickly adapt to changing customer buying habits to grow revenue and sustain market share.”

Gartner, Predicts 2021: COVID-19 Drives Accelerated Shift to Digital and Commerce Model Evolution, Dayna Ford, Jason Daigler, Sandy Shen, Mark Lewis, Penny Gillespie 23 November 2020

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