Difference between B2C and B2B CRM software

Difference between B2C and B2B CRM Software

Customers are considered to be the lifeline of any business organization. Hence customer relationship management (CRM) can play a crucial role in the growth of any business.

Today entrepreneurs commonly use a software tool (CRM application) to manage their customers effectively.

Are you an eCommerce store owner and want to choose an appropriate CRM tool for your business? Firstly there are two main types of CRM software depending upon the customer you are handling. For instance, B2B CRM software will enable you to keep track of large customers and prospects efficiently.

B2B and B2C eCommerce environments are completely different. For instance, a B2B sales environment is far more complex and lengthy as compared to its counterpart. Hence a B2B CRM tool will have a different set of features and capabilities as compared to a B2C CRM application.

Difference Between B2C and B2B CRM Application

Storage Capacity eCommerce organizations have a large influx of B2C customers.

The B2B sales cycle is short; leads quickly get converted into customers; A B2C CRM software has to manage large volumes of data. For instance, it is designed to keep track of leads coming from different sources including website, social media, etc. Hence the storage capacity of B2C CRM application is significantly high.

On the other hand, in a B2B environment, the customer base is small and fewer leads get converted. Hence a B2B CRM tool has a very low storage capacity. It is not designed to handle a large number of leads.

Pipeline Visibility

Sales pipeline visibility is an important CRM feature that provides information about where in the sales pipeline your prospects are.

A B2B CRM tool should provide deeper insights into the sales pipeline. This is because a B2B sales process is not a straightforward process.

A B2B CRM tool will enable you to understand at what stage of the sales funnel your leads are. It gives a good understanding of your B2B buyer's journey. You can nurture leads and know when they are ready to convert.

In the B2C space, every sales cycle is simple and short, and there are fewer stages in the sales process. As a result, it is easier to keep a track of leads in the sales process. Unlike B2B CRM, a B2C CRM tool doesn't have to maintain high visibility at every stage.

In a B2B environment, quotes form an integral part of the sales process. B2B customers often request a quote before making any final decision. So B2B CRM applications also have to keep track of quotes. A B2C sales process is simple and straightforward, hence the issue of quoting does not arise.

Email Marketing Module When it comes to nurturing leads, email marketing holds a lot of importance. A B2C CRM tool is designed to send emails in bulk.

The ability to handle bulk email marketing is the hallmark of B2C CRM. This CRM tool allows its users to send emails to large groups of people at once.

In a B2B environment the question of launching bulk email campaigns does not arise. B2B CRM software for VARs is designed to send emails to individual customers. The focus is on sending personalized emails to increase conversions.

Conclusion It doesn't make sense to use a B2C CRM tool when your business is primarily handling B2B customers. To be successful in a B2B eCommerce business you need to excel in customer service. With a B2B CRM application, you can develop customer-centric sales strategies and improve their buying experience.

On the whole, an eCommerce CRM application is an integral part of any business. When choosing a CRM system make sure it caters to the type of customers you are dealing with.