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    B2B-CRM vs. B2C-CRM

    The needs and motivations of the two customer groups diverge greatly. This has an impact on the sales process.

    As marketing and sales work differently in B2B than in B2C, it is difficult to find a customer management system that meets both requirements. In this article, you can find out exactly how B2B CRM differs from B2C CRM, what impact this has on the requirements for CRM software and what solutions are available.

    B2B CRM vs. B2C CRM - these are the differences

    The differences between B2B CRM and B2C CRM can be clearly seen by looking at a few features:

    • The number of contacts and the number of leads is significantly higher in B2C than in B2B business.
    • The time it takes to make a sale in B2C can vary from days to months, but spontaneous purchases are also possible. In B2B, on the other hand, the time it takes to make a sale can range from months to years.
    • The number of people involved in the decision-making process is greater in B2B business, so coordination with colleagues is essential and spontaneous purchases do not happen - in B2C, it is usually individuals who make the purchase decision.
    • The number of sales in the business relationship between two companies is significantly lower than that between companies and end customers. On the other hand, the prices for products in B2C are significantly lower than in B2B business.
    • B2B customers receive more advice and support from the seller - in contrast to end customers. This is due to the generally high complexity of the products sold.
    • B2B customers also receive more individualized products to satisfy their specific wishes and needs. For private individuals on the B2C market, the goods are usually standardized and serve to satisfy a specific need.
    • The duration of the relationship between two B2B business partners is therefore significantly longer than between companies and private individuals.

    B2B CRM vs. B2C CRM
    Requirements for CRM software

    Due to the different characteristics of the markets, the requirements forCRM software also differ.

    Requirements - B2B CRM:

    • CRM should be geared towards the long-term management of potential customers: For each individual customer, the detailed customer history must be available over a long period of time for all employees who have contact with the customer, because the purchase decision is influenced by the many interactions with the company.
    • It must be possible to transparently display the relationships of all persons involved in the decision-making process
    • The monitoring of sales opportunities over long periods of time must be simple and as automated as possible
      Lead qualification often takes place over several attempts (telephone calls, research) and must be able to be documented quickly
    • Company software, e.g. ERP systems, must be easy to integrate into CRM via interfaces to avoid duplicate data maintenance
    • Mobile access via tablets and smartphones should be possible so that the sales force can prepare for calls on the go and record new findings promptly (keyword: voice recognition)

    Requirements - B2C CRM:

    • Due to various marketing activities, the software is geared more towards short-term sales, which is why marketing automation and multi-campaign management play a major role
    • A very large number of leads and contacts must be able to be managed
      The focus is on campaigns for larger customer masses and updating large amounts of data within the system
    • The automation of specific parts of the sales process plays an important role, e.g. mailings should be sent frequently at short intervals to specific target group clusters
    • A hierarchical structure of the CRM system (company - unit - contact) is not required because this would cause unnecessary steps in lead management
    • The integration of online stores plays a decisive role

    CRM solution for B2B and B2C

    There are many companies that are active in the B2B and B2C sectors at the same time and that face major challenges when looking for a suitable solution. Our GEDYS IntraWare CRM solution covers the requirements of both B2B and B2C thanks to its unique integration capability (e.g. interfaces to ERP and online store systems, Outlook, Notes, MS Office) and flexible modules:

    CRM in Sales
    noticeably relieves your team

    • You manage your entire sales process,
    • make your sales force more successful with leads
    • promising sales opportunities for your pipeline,
    • and forecast considerations
    • Your team becomes more effective, more productive and
    • has more time for customers or prospects

    CRM in Marketing
    from lead to favorite customer

    • You can see how many leads come into the CRM system via your website,
    • which campaigns and events were successful,
    • which references and materials are available to sales,
    • or how many participants there were at events, training courses or trade fairs.

    CRM for Service & IT
    loyal customers recommend you to others

    • CRM provides support for the following questions, for example:
    • Which tickets are to be scheduled?
    • Which employee has the necessary skills?
    • Who is close to the customer?
    • Who is available when?
    • What about the sales targets?

    Mobile CRM-App
    productive on business trips

    • 360° overview of all customer data & activities
    • Access via smartphones and tablets
    • Caller ID (on iOS)
    • Create area search & route plan
    • Create sales opportunities
    • Create phone notes & visit reports
    • Create projects & service documents

    CLOUD-CRM
    INCLUSIVE HOSTING IN GERMANY

    Get started quickly without purchasing additional technology or services! Find out more about our SaaS model in the Cloud CRM brochure.

    Download brochure here
    Titel-Broschure-Cloud-CRM-Loesung-von-GEDYS-IntraWare