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Manufacturing companies are relatively advanced in offering a good digital product and mobile experience.Manufacturing companies rank last among B2B companies this year. However, they offer an adequate mobile and digital product experience. They have also improved in e-CRM and e-commerce, which are still in their nascent phases within B2B industries.Nokia takes the lead with a slight difference to last year’s winner, KONE. Nokia is relatively strong in online customer support and in social media. KONE offers the best mobile experience within the industry. Konecranes ranks third this year, while Cargotec offers the best digital experience on its websites and ranks fourth. Wärtsilä ranks fifth with a strong performance in digital product experience. Valmet and Metso fall clearly behind, mainly due to their poor performance in e-CRM. Manufacturing companies perform above average only in e-commerce and mobile. They are able to attract customers to contact the company and provide enough support in doing so. Manufacturing companies could improve in all the other dimensions, where their performance remains well below average. They have major potential to improve within e-CRM and in the customer support on their websites. This helps to serve and attract customers in an efficient manner.
Digital product experience