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2021 Customer Insights Survey

Digital technology adoption among businesses has grown dramatically during the pandemic, with some estimates showing that COVID-19 accelerated the average share of customer interactions that are digital by three years. But what does this mean for a distributor? Is e-commerce enough? Is it time to launch a virtual marketplace? What other digital tools are needed to thrive in the new business cycle now emerging? MDM answers those questions and more in a new whitepaper, 2021 Customer Insights Survey, sponsored by Valtech.

 

Download our 2021 Customer Insights Survey whitepaper now to learn what your customers both want and need from their distributor partners and how your company can integrate digital and traditional communication into the customer journey.

 

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What Are Distributors’ Post-Pandemic Technology Investment Plans?

When it comes to the bottom line, the pandemic didn’t treat every company the same. Yes, COVID-19 was an equalizer of sorts. Most states went into lockdown, many businesses were closed and quarantining became the norm for millions of people. Distribution, for the most part, was deemed an essential business, but even still, many distributor customers had to shutter their doors for weeks or even months at a time. The impact was both severe and long-lasting.

 

The MDM-Infor Technology Trends Survey 2021 will provide valuable insights into how wholesale distribution navigates COVID, where it goes from here and what preparations still need to happen should another disruption ravage the industry again.

 

Download the report now.

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The State of Commerce Experience 2021: A Turning Point in E-Commerce History

In 2020, a whopping 83% of decision-makers reported double-digit growth in digital revenue. In 2019, before COVID-19, only 9% experienced such growth. This is not a moment to let pass you by.

 

For the second year in a row, Bloomreach, the leader in commerce experience™, commissioned Forrester Consulting to conduct an online survey of B2B and B2C businesses and consumers in e-commerce across the US, UK and Germany. 

 

Read on to discover what the study found, and how firms can capitalize on the market share they’ve captured during COVID-19.

 

Download the report now.

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Man vs Machine: Who is Going to Win the War for B2B Customer Loyalty?

Artificial intelligence is increasingly a common part of the e-commerce experience. Some say AI will eventually eliminate the need for traditional sales and marketing, others believe human interaction is here to stay.

Download the whitepaper now.

AI-Powered Commerce Coming Sooner Than You Think

AI Technology is Shaping the Future of E-commerce

Transform the customer experience, manage costs, and grow revenue — all with artificial intelligence (AI). It sounds like science fiction, but the benefits of AI are grounded and catching on with today’s biggest digital leaders.

Download the report now.

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Distribution Industry Insight: Transforming Customer Service with Document Automation

In a recent survey, distribution industry leaders shared their insights on the power of document automation and its transformative impact on the customer experience.

With Conexiom, teams across the distribution industry are cutting down processing time to provide a seamless end-to-end customer experience.

Download this infographic to learn more about how you can improve order processes speeds — and your company’s customer experience.

Download this infographic now.

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Distribution Industry Insight: Making Time for Customer Service Is Key to Success

Most distributors agree that excellent customer service is not only a way to differentiate themselves from the competition, but it’s also extremely important to the bottom line. Take a look at this eye-opening infographic, based on a January 2021 survey of distributors, that shows just how important the customer service team is to the company’s success — and highlights some of the obstacles that are getting in the way of fulfilling that promise of market-leading customer service.

Download this infographic now.

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2021 Industry Outlook

Take a closer look at the data that’s setting the tone for 2021 performance.

The road to pandemic recovery for wholesale distribution runs through MDM and Robert W. Baird’s annual industry outlook distributor research and survey. Download this report for all the details on why there’s reason for optimism in 2021.

Download the report now.

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Is Now The Time To Purchase A New ERP For Wholesale Distribution?

In a new report, “Is Now the Time To Purchase a New ERP for Wholesale Distribution,” widely-recognized technology analyst Cindy Jutras makes a compelling case for why today’s wholesalers and distributors should not postpone ERP replacement during the pandemic and beyond.

Download the report and watch the on-demand webinar today, to learn why the pandemic’s acceleration of digital transformation is making cloud distribution solutions an imperative.

Download the report now.

6 Stellar Business Outcomes You Achieve When You Automate Order Processing

6 Stellar Business Outcomes You Achieve When You Automate Order Processing

Streamlining sales order automation is a critical component influencing the future of business success. Automation enables companies to deliver goods efficiently while also enhancing customer relationships and experience.

This ebook outlines six significant business outcomes that manufacturers and distributors have achieved when implementing automated order processing.

Download the report now.

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Technology’s Role in 2021 Business Planning

COVID-19 has brought sweeping changes to how distributors approach technology, forcing old operating practices out the door. Distributors have found themselves needing to build increasingly technology-enabled organizations.

In this MDM executive summary, we look at how three distribution executives responded to the pandemic with strategic digital transformations.

Download the report now.

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Maximize Revenue and Wallet Share with Order Automation

All organizations are being asked to do more with less, and distributors are no exception. Distributors must be able to profitably engage with their customers. In this whitepaper, we show how distributors are using sales order automation to improve efficiencies, save on labor costs and elevate customer relationships. Download now.

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Digital Leverage for the Next Normal

It’s been a year of transformation. The pandemic has accelerated business. It’s also slowed it down. In between the rises and falls, distributors are finding themselves in need of new ways to communicate, track inventory and monitor team performance. This whitepaper shares both results stemming from MDM’s latest Trends survey as well as real-life scenarios on how distributors are investing in technology to tackle the unique business challenges and opportunities of 2020. Download it now.

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Executive Summary: 2020 Economic Benchmarks for Wholesale Distribution

At the beginning of 2020, who would predict it to be one of the toughest years most wholesale distribution companies have faced? For more than 10 years, MDM has published an annual chartbook that benchmarks the U.S. wholesale distribution industry with a variety of financial metrics: historic and forecast revenues; average gross margin; employment change; segmentation by company size and industry sectors served.

This Executive Summary provides an overview of our 234-page 2020 Economic Benchmarks for Wholesale Distribution report, based on 2019 data. Given the fundamental upheaval to this $6-trillion industry comprised of 19 sectors, these 2019 financial statistics will be critical benchmarks against which the recovery of the U.S. wholesale distribution industry will be measured over the next several years. Download it now.

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MDM’s 2020 Top Distributors List

MDM’s 2020 Top Distributors List provides rankings for more than 150 companies, across 16 discrete sectors. The rankings reflect 2019 revenues, whether company-reported or estimated by MDM.

Although the world has changed since these 2019 revenues came in, the areas where many of these leading companies succeeded last year serve as a harbinger for the elements of business that are helping distributors to now make it through 2020.

Click here to download the report.

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Inside Sales Transformation in the Age of COVID-19

Even before the global pandemic became our worldwide reality, leading distributors were attempting to move their inside sales teams from being reactive call-takers to hands-on sale-makers. For many distributors, simply transitioning to having an inside sales team that operates proactively versus reactively can make a world of difference. In this white paper, we explore the top sales challenges that wholesale distributors are facing in the digital age and show how they can shift over to a more meaningful, engaging sales model that’s focused on the customer.

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The 2020 Distribution Industry Outlook

The U.S. economy is experiencing the longest economic expansion and bull market in history, although distributors saw mixed results closing out 2019. What are the best growth opportunities going forward? Lifted by a strengthening economic picture and the prospect of easing trade tensions, distributors intend to improve digital capabilities and invest in talent to sustain the industry for a new, technology-fueled decade.

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How You Can Preserve Cash Flow to Strengthen Business in a Slowing Economy

With the national economic recovery in its 10th year, wholesale distributors may have forgotten what it takes to keep the lights on and the wheels running in a more challenging selling environment. Despite industry disruptors like Amazon Business, geopolitical issues such as trade wars, and a massive uptick in business-to-business e-commerce, wholesalers have been posting healthy year-over-year sales growth. 

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How Small(er) Distributors Can Gain Marketshare Online

Nearly 270 industry leaders—distributors, manufacturers and service providers—participated in a September, 2019 MDM survey on strategies for small distributors. This survey revealed a number of challenges facing smaller firms as they compete in an evolving marketplace. These challenges include resource limitations, changing customer expectations and evolving marketplace technologies. This white paper summarizes these survey results, discusses the findings and offers recommendations for moving forward.

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Strengthening the Distributor-Manufacturer Relationship

What does it mean to choose a channel partner in the digital age? As technical capabilities improve, distributors and manufacturers need to work closer together than ever before to integrate systems and master customer needs. These five key areas are essential to ensuring a strong, mutually beneficial working partnership.