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Do you really
understand how
your business
customers buy?
Oskar Lingqvist, Candace Lun Plotkin, and Jennifer Stanley
Explosion of digital
sources and influencers
bombards decision makers
Well-placed comparison
engines and apps shortcut
the evaluation process
ch
ar
Lo y
al t
RF
re
Buy
an
se
rv
ic e
Ultimate decision
makers are often
not the end users
Multiple decision
makers respond to
influences at
different stages
Customers demand
coordination of
aftermarket services
Source: McKinsey analysis
purchase
al
Identify
Trigger
te
Fo
Re
i d e r a n d e va l u a
Venues for
identifying solutions
proliferate
and evolve
Co n s
Large and
small players
increasingly use
sophisticated
procurement
practices
10
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