THE ULTIMATEB2B E-COMMERCEGUIDETRADITION IS OUT. DIGITAL IS IN.
A DHL EXPRESS WHITEPAPER2

B2B’s E-commerce Revolution

CONTENTS
The B2B revolution is here.
Are you ready?

03

What is B2B e-commerce?

04

The changing B2B customer

06

Meet your new B2B customers:
The millennials

07

B2B customer features

08

How the pandemic made 2020
the year of e-commerce

14

Spinning the e-commerce flywheel 15
Major challenges

16

Next steps: Identify where
you are in your journey

18

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B2B’s E-commerce Revolution

THE B2B REVOLUTION IS HERE.
ARE YOU READY?
The B2B world is undergoing a period of intense transformation.
Traditional methods of B2B operations – from sales to customer
interactions; from fulfilment to order delivery – are changing rapidly.
And while the B2B world was already moving online, COVID-19
accelerated the process, meaning B2B transactions are becoming
more data-driven and less dependent on traditional one-to-one
sales activity.
2020 brought with it great challenges, which exposed the need for B2B
supply chains to be more flexible. New, digitally-focused ways of doing
things were brought in, and now their benefits have been felt, won’t begoing back. In addition, changing demographics habits mean that millennial
B2B decision-makers are further driving the digitalization of the sector as
they seek customer experiences more aligned with their B2C (business-toconsumer) experiences.
It’s a paradigm shift for the industry, and B2B
businesses who want to make the most of crossborder opportunities will need to adapt tothese changing buying behaviors – andfast. We’ll show you how.

1 - Brian Beck, Tech Bullion, December 2020, https://techbullion.com/b2b-ecommerce-best-practices-for-2021/“THIS CRISIS [COVID-19]
IS WIDENING THE
DIGITAL DIVIDE AMONG
THOSE WHO MADEEARLIER INVESTMENTS
IN E-COMMERCE AND
THOSE THAT DIDN’T.
SOME OF THOSE
THAT DIDN’T, WON’TSURVIVE.”
Brian Beck, Managing Partner of Enceiba1

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B2B’s E-commerce Revolution

WHAT IS B2B
E-COMMERCE?
B2B e-commerce, or business-to-businesselectronic commerce, describes ordertransactions between businesses via an online
sales portal. In general, B2B e-commerceis used to advance the performance of acompany’s sales efforts; because orders
are processed digitally, buying efficiency isimproved for wholesalers, manufacturers,
distributors, and other types of B2B sellers.
Emerging e-commerce technologies are reducing thebarrier to entry for traditionally B2B companies toremove the middleman and sell direct-to-consumer(B2B2C).
In this White Paper we will focus on the pure B2B
element of e-commerce – that is, a business selling toanother business, with the transaction happening in a‘seller-free’ experience and without the need for any
traditional sales model.

A SNAPSHOTOF GROWTHOPPORTUNITIESIn 2019, global sales on
B2B e-commerce sites andmarketplaces jumped 18.2% to reach
US$12.2 trillion, outpacing the B2C
sector, and is projected to reach US$20.9 trillion by 2027.
Forrester predicts the US B2B
e-commerce market alone will reach
US$1.8 trillion and account for 17%
of all B2B sales in the country by
2023. And this was pre-COVID-19…

2a - Statista, “In-depth: B2B e-Commerce 2019”, August 2019, https://www.statista.com/study/44442/statista-report-b2b-e-commerce/
2b - Forrester, “US B2B e-commerce will hit $1.8 trillion by 2023,” January 2019, https://www.forrester.com/report/US+B2B+eCommerce+Will+Hit+18+Trillion+By+2023/-/E-RES136173

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B2B’s E-commerce Revolution

Whilst the digitalization of the B2B sector is increasinglyaligning B2B buyers’ expectations with their B2C experiences,
there remain some key differences between B2B and B2C
commercial transactions:

1. In B2B, the sale takes place between two business
entities, while in B2C, goods and services are sold toa customer for their personal use.

2. In B2B, decision and approval processes can becomplex and lengthy, involving the input of multiple
departments, while in B2C, the decision is made by asingle customer.

3. In B2B, the size and value of transactions are
traditionally large with lower frequency, while in
B2C, they are smaller and often one-off (although
repeat purchases do feature.)

4. In B2B, the terms and pricing are customer or orderspecific, reflecting individual customer relationships,
while in B2C, prices are likely to be fixed.

5. The relationship horizon in B2B is long term, while in
B2C, it tends to be short term.

6. In B2B, payment is in the form of credit sales,
while in B2C, it usually involves direct sales using a
localized payment option without any credit being
accumulated.

7. In B2B, product assortment and catalogs arecustomized with unique segmentation to meet eachbusiness customer’s requirements, while in B2C, it’s
generally the same for all.

Fundamentally though, B2B and B2C areabout the same thing – selling goods topeople, and the expectations of thesetwo customer groups are increasingly
overlapping. But turning your B2B website
into an Amazon-like experience to makepurchasing simpler is only half the story…

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B2B’s E-commerce Revolution

THE CHANGING B2B
CUSTOMER
Think you know your typical B2B customer? Well,
it could be time to rethink. New technologies
may be aiding the digitalization of the B2B sector,
but this has also been driven by the evolving
demographic of the “average” B2B buyer.
As with B2C, it’s important to remember that there
is a real person at the end of every B2B transaction.
Their purchasing decisions are influenced by manyof the same factors that drive B2C customers, whichmeans they also expect the same customer experiencethroughout their buying journey.

Research by Gartner found that 44% of
millennials prefer no sales rep interaction at all
in a B2B purchase setting, and projects that by2025, 80% of B2B sales interactions between
suppliers and buyers will occur in digitalchannels.3

3a - Gartner, “Future of Sales 2025: Deliver the Digital Options B2B Buyers Demand,” December 2020, https://gtnr.it/3sbRRu4
3b - Gartner, “Future of Sales 2025: Why B2B Sales Needs a Digital-First Approach,” September 2020, https://www.gartner.com/smarterwithgartner/future-of-sales-2025-why-b2b-sales-needs-adigital-first-approach/7

B2B’s E-commerce Revolution

MEET YOUR NEW B2B
CUSTOMERS: THE
MILLENNIALS
Millennials, also known as Generation Y, now account for
73% of all B2B purchasing decisions4. Growing up with
the internet and mobile phones, they are digitally nativeand more technology oriented than their predecessors.
B2C customer experiences in their personal lives heavily
influence what they expect from B2B transactions.
Think about what features you value when placing a B2C
order – speed, convenience, flexible delivery options…
these are what your B2B customers are looking for when
considering doing business with you.
Millennial buyers are more likely to avoid engaging withsalespeople early in the process, instead preferring to carry out
their own extensive online research before making purchasing
decisions – mimicking the behavior that is so natural to them intheir personal shopping habits.
Online is fast replacing sales teams as the place toeducate, engage and build brand trust with newcustomers before a purchasing decision is made –or even considered. Therefore, it is vital your B2B
company invests in a digital presence that feels
familiar to these new B2B buyers.

B2B customers were asked:
what is your top criterion whenchoosing a new supplier?
Not having to wait for a sales
rep to get in contact: 52%
Online order tracking: 39%
The ability to place orders via
an online sales portal: 38%
Source: Sana44 - Sana, “How to Meet Buyers’ Demand for (Better) B2B E-Commerce,” February 2019, https://info.sana-commerce.com/int_wp_b2b-buying-process-2019-report.html

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B2B’s E-commerce Revolution

B2B CUSTOMER FEATURES
Now you know that B2B customers are
migrating towards online channels to make theirpurchasing decisions, how can your businessmake an impact there?
Much more than just another touchpoint, a wellimplemented e-commerce platform will open newopportunities and help your business reach and engage
new customers easily and effectively.

The major features influencing the customer journey
on B2B e-commerce platforms can be grouped into
five categories, outlined below. To shed light on thesecategories, DHL’s research team conducted extensive
research, supported by primary, qualitative data
gathered from in-depth interviews.
Consider these five categories as your guide to
implementing a digital channel that will drive value foryour customers and increase your profitability throughhigher market share and operational efficiency.

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B2B’s E-commerce Revolution

1. DIGITAL INFRASTRUCTURE
A key feature highlighted by interviewees was the need toheavily invest in digital infrastructure. They drive real value for
their businesses and customers by incorporating technologies
such as artificial intelligence, machine learning, bigdata analytics and business intelligenceinsights. These technologies
allow the streamlining ofinternal and external businessprocesses to improve theaccuracy of demand planningand forecasting.
Leading B2B providers integrate cloudbased e-commerce platforms with theirEnterprise Resource Planning (ERP)and operational systems. This facilitates
better real-time visibility and alignment
across the supply chain, making it easier forthem to exploit new business opportunities
and capture difficult to reach, low-volume
customers across the world.

TOP TIPS FOR YOUR
E-COMMERCE PLATFORM
You can enhance the customer experience
across your end-to-end business processes by
incorporating functionality and technologies.
Digitalization of your full product catalog, forexample, and the inclusion of a simple-to-use andpowerful search engine to find those products
are fundamental features. Additional features
such as mobile/tablet responsiveness, strong
data protection, secure online payments andchat functionality have also become standard
expectations for most users of e-commerce
platforms, whether B2C or B2B.

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B2B’s E-commerce Revolution

2. CUSTOMER EXPERIENCE
The research pointed to a simple but effective on-site search engine as essential toenable customers to find and view the products on offer. The more sophisticated B2B
players integrate a more comprehensive suite of tools to help their customers navigate
their sites and find detailed information about the products, including mega menus,
video product demonstrations, website tutorials and competitor comparisons. Some
e-commerce platforms incorporate live online support to assist with any queries or
issues, which improves conversion levels and facilitates buying decisions. Research
by Gartner found that more focus on information systems (IS) and online support
results in increased customer satisfaction6.

TOP TIPS FOR YOUR
E-COMMERCE
PLATFORM
2020 was the year customer experiencesurpassed price as the key differentiator
for B2B buyers. Now, 64% of buyers
place more importance on experience
than price, and 86% of buyers are willingto pay more for a better experience7.
Whether it’s a complete digitaltransformation or just a refresh of yourwebsite, make the customer the center ofyour focus for 2021. Every new featureand every new project should start with
the question, “how does this improve thecustomer experience?”

6 - Gartner, “Rapid Assessment Customer Satisfaction”, accessed on February 02, 2021, http://www.gartner.com/pages/docs/bvit/images/CustomerSatisfaction.pdf
7 - The XM Institute, “ROI of Customer Experience,” August 2018, https://www.qualtrics.com/xm-institute/roi-of-customer-experience-2018/

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B2B’s E-commerce Revolution

3. PERSONALIZATION
Customers want personalized solutions and B2B e-commercecompanies are offering those via customer portals with content
organized around a number of parameters: past purchasehistory, price optimization algorithms that meetcustomized product price requirements, and configureprice-quote (CPQ) software to make online quotes andprices that are adjusted on the basis of the relationship.
Examples of price optimization and CPQ software include
Vendavo8, Navetti9, Blue Yonder10 and Oracle11.
The research found that most advanced B2B companies are using
the latest technologies to combine knowledge from both humanand machine in order to identify patterns of human behavior.
This moves them into the ‘cognitive commerce’ space, where
the platform can predict and anticipate future behaviors
of customers and use those learnings to personalize
the experience for specific customers. IBM Watson12
and Cognitive Scale13 provide cognitive commerce
platforms with wider applications across sectors.
Customer Relationship Management (CRM)
systems are used to deliver dynamic pricing andsupport customers by offering commercial credit.
In many instances, buyers are permitted tocustomize the final configuration of purchased
products, such as the packaging, handling, andloading of products.

TOP TIPS FOR YOUR
E-COMMERCE PLATFORM
21st century customers are looking to source
globally, so your e-commerce platform shouldbe able to handle payment in any currency.
Improve customer satisfaction by providing clarity
around the associated costs for a cross-bordertransaction, such as duties and taxes.

8 - https://www.vendavo.com/
9 - https://www.vendavo.com/vendavo-acquires-navetti-intelligent-pricing-made-simple/
10 - https://blueyonder.com/

11 - https://www.oracle.com/index.html
12 - https://www.ibm.com/uk-en/watson
13 - https://www.cognitivescale.com/

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B2B’s E-commerce Revolution

4. OMNI-CHANNEL
The research found that integration was most successfully carried out
through B2B omni-channel commerce; a multi-channel sales approachcombining traditional online, bricks and mortar stores, tablet and/or
smartphone options. This seamless integration increases customer
engagement and helps B2B companies toamplify their business goals and targets
by reaching business customers globally.
Webrooming is another interesting customer
behavior that B2B customers are practicing(it’s otherwise known as ROBO – Research
Online, Buy Offline). As individual consumers,
we’re used to cruising the internet for
information before going in store to make apurchase. Now, this behavior is becoming
more and more popular within the B2B
environment: researching online, deciding
on a purchase, and then reaching out to asales rep to place the order. The different
touchpoints with the customer need
to be managed so that the overallcustomer experience, right throughto the final purchase, is seamless,irrespective of the channel used.

TOP TIPS FOR YOUR
E-COMMERCE PLATFORM
The customer experience is not over after a B2B
buyer clicks the ‘Buy Now’ button. To ensure atruly seamless end-to-end process, don’t neglect
the delivery options you offer your customers.
Based on the experience of the B2C sector, there isclear recognition that the customer experience canbe damaged by poor management of the last miledelivery process, so invest to ensure that your final
touchpoint with the customer is a positive one.

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B2B’s E-commerce Revolution

5. SYNCHRONIZATION OF
LOGISTICS
Perhaps unsurprisingly, many interviewees identified
the critical role of logistics in B2B cross-border
e-commerce. This is not just about last-mile delivery,
but also the overall fulfillment strategy.
To increase their competitiveness and address different
customer requirements, B2B e-commerce businesses
are emulating the strategy of online retail platforms
by providing multiple transport and delivery options
to meet different cost, transit time and/or service
requirements. Thanks to integration with the systemsof transport providers, their customers can select their preferredsolution with full visibility of the costs involved.
Synchronization of logistics operations in a cross-border context
is crucial and can be achieved through the integration of the righttechnologies and data applications with the logistics service
provider. In today’s competitive world, these integrations enable
B2B businesses to offer cross-border solutions with the flexibility
to meet ad hoc or latent requests.

TOP TIPS FOR YOUR
E-COMMERCE PLATFORM
Think about what you expect from a B2C e-commerce
service – this should influence the build of your B2B
platform. Speed, reliability, traceability, convenienceand an effective returns and exchange policy should be
top priorities.

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B2B’s E-commerce Revolution

HOW THE PANDEMIC
MADE 2020 THE YEAR OF
E-COMMERCE
Of course, it’s not just millennials pushing B2B towards a
digital revolution – the arrival of COVID-19 in early 2020 had
an unprecedented impact on the sector too.
With the pandemic ravaging the globe, your business may havejoined countless other manufacturers, distributors and wholesalerswhich have relied on B2B e-commerce to keep operations going andswitched in-person sales meetings to online channels like Skype14.
If your business is now planning on keeping these new digital
methods long term, it’s not alone: only 20% of B2B buyers say theywant traditional in-person sales to return, even in sectors where
field-sales models have traditionally dominated, such as the pharma
and medical sectors15.
In addition, buyers are becoming more confident at making larger
value purchases online: 70% of B2B decision makers said they areopen to making fully self-serve or remote purchases in excess of
US$50,000, whilst 27% would spend more than US$500,00016 in asingle online order.

COMPANIES EXPECT THE CHANGES TO STICK17
Likelihood of sustaining new go-to-market for 12+ months % of respondents
April 2020

August 2020

Very likely

32

Somewhat likely

48

Unlikely
No go-to-market
changes46
43

Up 11.25%
since April

8

17
4

89%

3

It is no longer a question of if you should move your business online but when and how fast. Many B2B companies that do not yet
have an e-commerce solution are now starting the process of looking for solution providers. Are you?  

14 - Skype15, 16, 17 - McKinsey & Company, “These eight charts show how COVID-19 has changed B2B sales forever,” October 2020, https://www.mckinsey.com/business-functions/marketing-and-sales/ourinsights/these-eight-charts-show-how-covid-19-has-changed-b2b-sales-forever

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B2B’s E-commerce Revolution

SPINNING THE E-COMMERCE
FLYWHEEL
The Flywheel Effect isa concept which saysthat “good to great”
transformations don’t
happen instantly; instead,as with flywheels, theyrequire turn upon turn,building momentum until apoint of breakthrough andbeyond.
To support you on yourjourney towards having
an optimal e-commerce
sales channel for yourB2B company, we haveanalyzed the four phases
which play a vital rolein getting your own“flywheel” spinning:

1

2

3

4

Start to spin the flywheel by migrating your customers
from offline to online channels. If your team is
implementing a new e-commerce channel, be sure tocommunicate early and often with your customers. Ensure
your online platform is user friendly with how-to guides
and FAQs. Think of the ease at which you can navigate B2C
websites - this is the new baseline.

Keep the flywheel spinning. Customer experience is now
key – roll out programs that spur loyalty, higher ordervalues, and increased purchasing frequency. By allowing
both subscription-based and traditional one-off purchases,
you can lock in buyers and yield higher customer lifetime
values. This will also produce data which can help yoursales teams better understand your customers’ buying
behavior. Integrate partner software like Rebilla10 to manage
saved credit card information for individual customers, or
technologies like PayWhirl11 for recurring billing.

Make your e-commerce flywheel a vital part of yourbusiness model. Align business processes and teams toscale. Review your current organizational structure andre-align roles and resources, hiring from outside yourorganization if necessary. Once that structure is in place,
have a charter over budgeting and management decisions
that impact the digital team. A tool like BundleB2B12 canbetter mobilize your sales team to access buyer shopping
lists, add products to cart, and complete order placement.

Have your e-commerce flywheel connect with others.
Internal channel conflict is a common pain point for
B2B organizations, so work to ensure your e-commerce
platform complements all your other sales channels. Your
digital team, alongside sales leadership, should champion
the benefits of technology-based customer self-service
and how it can actually help sales members retire andexceed quotas. Only if and when a customer becomescomplex should an actual sales representative take over
the account; an approach that allows the team to focus
more on selling and less on order taking.

10 - https://www.rebillia.com/ 11 - https://app.paywhirl.com/ 12 - https://www.bundleb2b.com/

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B2B’s E-commerce Revolution

MAJOR CHALLENGES
Despite the benefits of introducing an e-commerce platform to your business, it’s important to consider
some of the risks and challenges that sectors operating in the new B2B e-commerce environment will
face. Some, such as the fashion sector, will adapt quickly, whilst others, like the pharmaceutical sector,
will require a longer-term development plan.
The key barriers and challenges to B2B e-commerce growth were identified by supply chain experts
during DHL’s research (see Appendix for the interviewees):N

Employees will be required to upskill in order to accommodate the changing
business and supply chain landscape. A ‘digital first’ mindset and being open
to innovation is required to drive success.

N

Exchange rates, customs requirements, duties and taxes, and less developed
infrastructures can be challenging to deal with – take time to understand theimplications of cross-border shipping to your primary markets. Transport
networks need to be agile to accommodate the new logistics demands.

N

Large companies with well-established B2B platforms will find it challenging
to compete with agile, start-up companies. They risk being left behind if they
don’t react quickly to competition from these challengers – while not putting
profitability at risk.

N

Pricing will present further unique challenges. B2B buyers are used tonegotiating discounts for bulk or repeat purchases with sales reps. If pricing
is to be moved online, B2B businesses will need to consider alternate ways
to incentivize buyers – an easily implementable ‘buy more, pay less’ pricing
strategy, for example, or bulk discounts.

As with any new venture, the key
to mitigating risks is to be aware ofthem, and plan accordingly. Your
e-commerce strategy should turnrisk analysis into actions – such as
adopting alternative approaches
for achieving the same objective,
or leveraging the expertise of thirdparty partners such as DHL.

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B2B’s E-commerce Revolution

NEXT STEPS
Whilst the benefits of B2B e-commerce are clear, you
may be thinking “where do I start?” As explored in thisWhite Paper, successful investment into cross-border
B2B e-commerce requires the streamlining of culture,processes, and technology. Your strategy will need thebacking of senior management, collaboration acrossbusiness units, and the right mindset acrossthe organization.
But there are also some practical recommendations
which should be a fundamental part of youre-commerce journey:

Customer Experience and Customer Service – they are the centerpoint of any B2C business, and B2B should
be no different. Your digital transformation should include simple, flexible, and convenient business processes
for improving customer experience. By combining the best of human and machines, your business candeliver personalized services via online customer support, and utilize machine learning techniques to better
anticipate customer needs.

Partnering with an international express logistics company like DHL will give your business direct andrapid door-to-door access to overseas markets, even for smaller batch volumes, providing better conversion
rates of latent demand and the opportunity to differentiate with a premium service offering. Such a partner
also provides several additional indirect benefits, including:N

Brand name recognition, providing credibility and trust for transactions between companies involvedin the supply chain.

N

The minimizing of possible financial risks by enabling easy Duty and Tax payment options andtracking and tracing of products.

N

A global network of local partners and certified international specialists with the expertise and local
knowledge to support companies in targeting overseas customers and navigating across borders.

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B2B’s E-commerce Revolution

IDENTIFY WHERE YOU ARE IN
YOUR JOURNEY
The aspects mentioned in the previous chapter
guide ‘Novice’ level B2B companies as they start
their e-commerce customer journey.

willSome of the key features that
almost all B2B customers expect
even from a ‘Novice’ level B2B
company are:‘Intermediate’ level B2B
companies should typically have
all the features of ‘Novice’ levelcompanies but should also adopt:

Finally, ‘Innovator’ level B2B
companies have all the features of‘Intermediate’ level companies. In
addition, they:•

Personalized content.

•

•

•

Transparent pricing.

•

Interactive and detailed productcontent.

Search Engine Optimization(SEO) to increase market
presence.

••

Convenient buying processes
such as e-commerce
automation.

Effective online engagement
programmes and a well thought
through Digital Marketingstrategy. B2B companies should
be where their customers are:
Online.

Emphasize specific featuresto achieve differentiation suchas content marketing, highquality product images anddescriptions, layout of pages
and grouping of content, andproduct videos and reviews withsocial media integration.

•

Focus on front and backoffice integration with the
e-commerce platform.

•

Invest in delivery managementwith multiple options forlogistics and shipping includingorder tracking without login,automated dispatch messaging,
and an integration of businessintelligence technologies.

•

Use apps for buyers with online
and offline options from digital
touchpoints.

If you have an establishede-commerce business, orare just starting on yourjourney, these steps will
help you transform yourbusiness for the next
industrial revolution: thedynamically growing,cross-border B2B
e-commerce sector.

••

Customer-based personalizationsuch as e-portals, customer
specific pricing and productcustomization.
Seamless multi-channel
integration with ERP systems
for real-time stock availability
checks, multiple payment
options, and flexible checkoutwith shipping/logistics options.

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B2B’s E-commerce Revolution

Our final tip? Once your digital sales platform is live, constantly
review its performance to highlight any weaknesses and help
establish benchmarks by which to set future KPIs. The greatest
B2B strategy you can adopt is this: test, optimize, re-test andimprove. Your buyer is constantly evolving – and you need tokeep up!

Do you have an easily accessible B2B webstore?
Do you sell internationally and state clearly on your home page that you offer
worldwide shipping?
Is your website available in multiple languages?
Do you have a simple and powerful search engine on your website?
Do you have detailed product descriptions and catalogs?
Do you offer online interactive support and product customization with easyinteraction options?
Are you offering self-help portals such as how-to videos?
Do you offer multiple payment options like credit card payments, extended
payment and localized payment?

This list is by no means exhaustive but should act as a starting framework by which
to benchmark your own level of e-commerce development.

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B2B’s E-commerce Revolution

YOUR B2B E-COMMERCE
JOURNEY STARTS NOW
As we hope this White Paper has demonstrated,
the pace of the B2B sector’s e-commercetransformation should not be underestimated.
Digitally-native buyers, combined with the ongoing
effects of the pandemic, are pushing through rapidchange in B2B supply chains. Along the buying
journey, B2B customers want flexible, convenient,and digitally-focused services more aligned with
their B2C experiences.

cross-border e-commerce channels, but the payoff ingrowth opportunities is unlimited.

Of course, there are challenges when adopting new B2B
digital processes. Even B2B players already establishedwithin their sectors will need to invest to optimize their

Contact our Trusted Advisors today, and begin
the next chapter of your business growth.

As international shipping specialists, we have theknowledge and global presence to help you realize yourcross-border e-commerce ambitions. We can support you
to implement services into your B2B platform that will
optimize efficiencies and boost customers’ satisfaction,such as tracking, order history, and Duty and Tax
payments. And of course, we’ll be there for your last-milelogistics needs too.

Disclaimer:
Several sections of this whitepaper are based on the earlier released DHL whitepaper: “THE NEXT INDUSTRIAL REVOLUTION HOW E-COMMERCE IS TRANSFORMING B2B”.
A 2018 DHL Express White Paper by Professor Michael Bourlakis, Dr Denyse Julien, and Imran Ali Cranfield School of Management.
https://www.dhl.com/content/dam/downloads/g0/press/publication/dhl_whitepaper_dhl_b2be_commerce_en.pdf

THE ULTIMATEB2B E-COMMERCE
GUIDE
THE B2B E-COMMERCE REVOLUTIONA DHL EXPRESS WHITEPAPER