CRM

The Similarities and Differences of B2B and B2C Software

Among the various existing Customer Relationship Management or CRM software systems, the majority of them are built for business-to-business (B2B) communications, while only a few business-to-consumer (B2C) CRM vendors sneak their way in.

B2B also known as e-biz is the exchange of products, services or information between businesses. B2B is a little older software with an underlying premise to make business a positive personal experience and that B2B companies have been doing it exactly to their clients long before B2C companies caught the trend. B2C on the other hand, is the exchange of products, services or information from business to a consumer. Like B2B, B2C is also cloud-hosted or web-based software.

Truly, B2B and B2C have growing similarities as more B2B providers integrate sales and marketing strategies common in the consumer commerce world. However, there are still some key differences between B2B and B2C that are critical to selecting the right platform for your business:

      • B2B works with clients on long-term arrangements (gain one, keep it) while B2C works with customers in short periods (gain some, lose some).

      • B2B has fewer number of leads and potential customers while B2C has the capability to manage a higher amount of leads and contacts.

      • B2B has a more customized products while B2C have uniformed ones.

      • B2B works on a few but premium transaction while B2C works on a larger sales volume.

      • B2B has more decision makers involved while B2C have two or less people involved.

      • B2B is more personal where communication is one-on-one while B2C works on a mass-market strategy.

      • B2B usually has higher sale value/cost while B2C is on its low value/cost

      • B2B implements stronger emphasis on automation of the sales process while B2C focusses on running mass campaigns and updating large amounts of data within the system

According to Gartner Group survey, many companies fall into the trap experienced by 50% to 80% of companies polled who fail to meet their CRM expectations. The reason behind this is because most companies look at CRM as a technology and not as a strategy. Study each software well and choose which one best fits your business.

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