Why change management is key to successful B2B commerce projects

by Renee Peary, Senior Change Manager

B2B commerce projects can be a real challenge. They’re not just complex from a technical standpoint—there’s also a lot of heavy lifting involved when it comes to change management. When you're transforming how businesses operate on such a large scale, you need more than just good technical execution; you need a solid plan to help everyone adjust to the new way of doing things.

The unique challenges of B2B commerce

One of the trickiest parts about B2B commerce is that it’s not just about getting a single person to adopt new technology. In most cases, you're dealing with entire teams or even multiple departments. Each of these groups has its own processes, expectations, and ways of doing things. So, when you introduce a new system, you’re asking a lot of people to change how they work—and that’s no small task.

Balancing internal and external change

When we talk about change management, it’s important to think about it from two angles. First, there’s the internal change within your own organisation. You need to make sure your team is ready for new processes, tools, and possibly even new roles. This means lots of communication, training, and support to get everyone on board.

But there's another layer to consider: how your clients will handle the change. It's not just about getting the technology up and running on your end—you also need to think about how your clients will embrace this new experience. The key contacts at your client’s business are crucial here. They’re the ones who will need to get their teams excited about the new system and ensure it’s fully adopted. If they struggle with this, your project might not hit its full potential.

Why B2B change management is non-negotiable

This is where change management becomes absolutely essential. You can’t just focus on your internal team and hope for the best when it comes to your clients. Successful B2B commerce projects require a dual approach: managing the change within your organisation and supporting your clients as they manage it within theirs.

Think about it this way—your key client contacts need to be change champions within their own businesses. They need the right tools and frameworks to help their teams transition smoothly to the new system. Without this support, the technology might never be fully embraced, and that’s a missed opportunity for everyone involved.

Helping clients navigate their own change

Here’s where you can really stand out. There’s a huge opportunity to help your clients manage change more effectively. By providing them with the support they need—whether that’s through a structured change management framework, tailored training programs, or ongoing consulting—you can help them navigate the challenges of rolling out new technology across their teams.

When you invest in helping your clients manage change, you’re not just ensuring they adopt the new system - you’re also helping them see the full value of it. This can lead to increased orders, higher average order values, and a stronger relationship between you and your clients.

The power of change management in B2B commerce

At the end of the day, getting people to adopt new technology is never guaranteed, especially in the complex world of B2B commerce. This is why change management isn’t just a nice-to-have—it’s a must-have.

As you dive into your next B2B commerce project, take a moment to think about the role of change management. How can you apply these principles not just within your own organisation, but also to help your clients manage change within theirs? By doing so, you’ll set the stage for a smoother transition, better adoption rates, and ultimately, greater success for everyone involved.


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