CRM eWeekly

Date: 28th October, 2015
Content: CRM system’s contribution towards B2B2C Model

B2B2C is a business model where a business develops a product, service or solution partners with another business to use a particular service for the end customers or clients. The consumer goods market often throws organizations into both the B2B and the B2C environments, sometimes simultaneously. Moreover, “CRM” applies in both contexts, regardless of whether we are discussing software or strategy. The B2C applications seem to be all the rage with consumer goods firms today. After all, it is the consumer who makes it happen for both manufacturers and distributors/retailers. But with the changing era, the importance of B2B part of this compound relationship cannot be underestimated.

Moreover, when an organization is looking forward for a brighter future in today’s global business marketplace, they need to focus on few important pillars which can help the organization to excel i.e. improve customer satisfaction, customizable CRM systems, integration of CRM with all internal systems, flexible pricing for different organizational types and security for customer & organization. Let’s examine each of them in detail for better understanding:

I. Improve Customer Satisfaction: - a) It focuses on fulfilling the needs of customers on timely basis. It demands for creating comfortable environment for customers or clients, which is going to help them in sharing their issues more openly. The information provided by technical support should be accurate and reliable enough for using it as their purpose. b) Gathering data about the audience, prospects and customers is just as important at the beginning of the relationship as it is at the later stages. For instance, client’s circumstances always keeps changing, they change their names, they change addresses,