Differences between CRM for B2B (Business 2 Business) and B2C (Business 2 Customers)

B2B and B2C marketing operates differently, that is why they cannot use the same software. All the differences are focused on the approach of these two types of businesses:

• B2B companies have smaller contact databases than B2C
• The amount of sales in B2B is relatively small
• In B2B there is less figure propositions, but in some cases they cost a lot more than B2C items
• Relationships in B2B environment are built over a longer time

B2B operations require special CRM solutions that are not the same as for the B2C industry:

• B2B industries require specialized CRM solutions, which are different from B2C companies’ requirements. This is the main reason for ineffective adoption of applications, despite both B2B and B2C industries having the same aim: to “understand its own customers better”
• There must be different CRM solutions for industries within the B2B market, because of the special needs of each one. Also there is a demand of designing solutions using special color schemes.
• B2B CRM must be easily integrated with other companies’ IT-solutions. Such integration enables the creation of forecasts about customer behavior based on their buying history, bills, business success, etc.
• An application for a B2B company must have a function to connect all the contacts, processes and deals among the customers segment and then prepare a paper
• Automation of sales process is an important requirement for B2B solutions. It should effectively manage the deal and progress it through all the phases towards signing
• A crucial point is personalization. It helps the B2B company to save strong and long-lasting relationships with the customer. To communicate with them more effectively, there should be integration with the email solutions

So, all the B2B applications must be both personalized and be able to establish communication channels for support of customers