Distribution Strategy Group conducted a survey and other primary research about how distributors anticipate ongoing, rapidly changing technologies will affect them, and how and where they plan to adopt new technologies.
We asked distributors which vendors and tools they are using for core functions such as CRM, ERP, digital marketing and business intelligence. With this foundation, our research also focused on how distributors are using technology to guide the customer journey: from when customers begin looking for solutions through fulfillment, delivery, payments and any related support and services. These comprise the activities that take place between the end customer and distributor. We looked at where technology can automate the customer experience, so the customer can operate without interacting with the distributor’s team.
Also within this report, we measure technology maturity and adoption levels in the distribution industry using a Technology Adoption Curve, a method that originated in a study George M. Beal and Joe M. Bohlen conducted with farmers. Their framework is instructive in thinking about how businesses across industries look at and adopt technology.