IT, eCommerce, sales, and LOB decision makers at firms in the US, APAC, and EMEA
Supplementary notes
Maturity levels:
Novices = no established best practices in place (n=58)
Explorers = 1-3 best practices in place (n=167)
Masters = 4-5 best practices in place (n=77)
Citation formats
Online self-serve capabilities offered by B2B companies worldwide 2018
A March 2018 study revealed that over half of B2B companies that were classed as masters in terms of B2B e-commerce maturity had already already adopted several self-service capabilities in their digital sales environment. The most popular self-service capability was online order, quote, shipment, and purchasing history tracking - this was established by ** percent of B2B e-commerce masters, ** percent of B2B e-commerce explorers, and ** percent of B2B e-commerce novices.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how ÌÇÐÄÆƽâ°æ can support your business.
KoMarketing, & Forrester Research. (September 10, 2019). Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 19, 2026, from /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, und Forrester Research. "Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? ." Chart. September 10, 2019. ÌÇÐÄÆƽâ°æ. Accessed July 19, 2026. /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, Forrester Research. (2019). Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? . ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 19, 2026. /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing, and Forrester Research. "Thinking of Your Organization’s B2b Selling Digital / Online-self Serve Capabilities, Can Your B2b Customers Do Any of The following on Their Own? ." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 10 Sep 2019, /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
KoMarketing & Forrester Research, Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? ÌÇÐÄÆƽâ°æ, /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/ (last visited July 19, 2026)
Thinking of your organization’s B2B selling digital / online-self serve capabilities, can your B2B customers do any of the following on their own? [Graph], KoMarketing, & Forrester Research, September 10, 2019. [Online]. Available: /statistics/1133546/self-serve-capabilities-b2b-customers-can-do-themselves/
