This white paper explains how B2B companies can strengthen customer retention by becoming fully omnichannel, giving buyers consistent, efficient ways to shop across online, in-person, and assisted channels. It outlines three key service models—self service for repeat, low-complexity orders; full service for high-value or complex needs; and hybrid service combining online convenience with real-time support. To succeed, businesses must invest in a cloud-based platform, a unified PIM system, CPQ tools, and well-trained staff. A mature omnichannel strategy increases revenue, loyalty, and long-term customer value.

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