Difference Between B2B And B2C CRM Systems

Written By
Rakhi Sethi
Last updated at July 27, 2022
Difference Between B2B And B2C CRM Systems

CRM systems are crucial for streamlining the sales and marketing teams and assisting them in meeting their objectives. Businesses that engage in direct business-to-business transactions should use B2B CRM.


Contrarily, B2C CRM benefits businesses that work with direct customers and emphasise boosting customers to their establishments. Therefore, the two types of CRMs behave very differently from one another. 


Read Also: The ultimate guide on how to use CRM effectively?


Whether your business focuses on B2B or B2C, it is essential to comprehend the differences between the two. You'll be able to develop the best business strategies by doing this. Additionally, this post will aid in your understanding of both CRM types.


What is B2B CRM?


A business-to-business (B2B) trade takes place between two companies. A primary firm is a manufacturer or wholesaler trading with another business ready to buy its goods or services. 


The typical challenge that all B2B companies face is complex operations, multiple considerations and prerequisites at each point, making it challenging to figure out what they require and where. It is where the CRM system can help them manage intricate tasks. 


B2B CRM means business-to-business customer relationship management software. So if you own a B2B business, the CRM system can help your marketing and sales team hunt for potential customers and influence them to become regular customers of your services or products. Also, they can easily maintain relations with existing customers. 


Further, B2B CRM helps you collect information from each customer, like email, phone number,  social media accounts, etc., so you can converse with them and better understand their needs. 


This software can even store customers’ historical data, sales, questions or issues in a centralised database for all coworkers, usually in the cloud.


What is B2C CRM?


Selling goods or services directly to consumers is known as the business-to-consumer (B2C), also referred to as a retailing industry. Selling products to the targeted customers who either visit a physical store to make a purchase or place an order online to purchase items like a TV, vehicle, refrigerator and services like insect treatment and packers and movers for house relocation etc.


So B2C companies use CRM software to handle a high volume of customers from different sources. Your sales team can maintain sales and marketing tasks like calling, campaign leadership, sales administration, and lead control.


Since B2C CRM manages massive volumes of data, the inbuilt search engine of B2C CRM is particularly effective and enables customer segmentation using demographic, regional, psychographic, and sociological parameters. Most people believe that all CRMs, i.e. B2B and B2C carry out the same tasks; however, that is untrue.


Difference Between B2B and B2C CRM


Complexed vs Less Complexed 


B2B CRM systems are more complex since the B2B sales procedure is much more complicated. The B2B organisation usually works with vendors, resellers, or affiliate firms, selling to other enterprises through numerous channels.


It will be helpful to divide your sales method into segments depending on outbound versus inbound sales, teamwork, and other concerns unique to your company. Numerous best B2B CRMs have specific operations to recognise significant people within a business. Reaching the right customers is essential in B2B sales, and CRM software helps.


In contrast, B2C CRMs are straightforward. In B2C CRM, the demand for customer sales is much less complicated, so this software doesn’t need the same functionality level as B2B in handling channel intricacy. But B2C businesses encounter some difficulties and require a CRM with its capacity of tools to get the particular customer to make a selection.


Sales Team Vs Marketing Team 


The B2B CRM assists the sales team daily in tracking the improvement of prospects since they analyse various sales stages. 


In distinction, the B2C CRM is beneficial for the marketing team to get the sale directly. Hence, B2C marketers require actionable customer information to offer personalised assistance and keep records of customers buying journeys. 


Read Also: 10 Tips To Choose The Right CRM Software For Your Business


Accounts Maintenance vs People Driven


In B2B business, you sell your services specifically to big organisations. Thus, you need accounts of customers. B2B CRMs help you manage various accounts, with a checklist of separate contacts within each account. 


This structure doesn’t require a high volume and people-driven essence of B2C. In B2C, you don't need to handle any accounts since you sell your products directly to individual persons. 


Thus, you can reduce your burden of measuring accounts. So B2C CRMs are generally created to gauge the individual, not the account.


Anticipated vs Unanticipated Sales Cycles


B2B sales cycle is more complicated, includes buying from stakeholders, and demands a lengthy procedure of technical integration. Due to this constant process, most B2B firms comprehend their expected sales cycle length and anticipate the system will take a particular amount of time. 


In distinction, a B2C sales cycle might be very short or very long. So we can say that you can predict the time of this CRM’s sales cycle; it can take a few minutes or years. 


Thousands vs Millions of Trades


The volume of customers and accounts committed daily varies significantly between B2B and B2C. In B2B, your company typically interacts with a list of thousands of businesses in your target market per year; in B2C, a major retail brand may sell to millions of unique customers daily.


It's possible that a conventional B2B CRM is inadequately to handle the tremendous amount of transactions frequent in B2C. To properly track results over time, a B2C CRM must receive enormous amounts of data and precisely allocate that data to particular clients.


Read Also: How Can Salesforce CRM Help Your Business To Grow?


Increased vs Downward ASP (Average Sales Price)


B2B products typically cost significantly more money and take much longer to purchase. You might discuss a multimillion-dollar contract involving a vast, global organisation in a business-to-business transaction. B2C purchases, in contrast, might be as straightforward as purchasing a $45 pair of shoes.


Thus, these two businesses analyse customer lifetime value differently because the price to obtain customers is so much elevated in B2B. At the same time, the significance of recurrence buys is much heightened in B2C. Due to such a distinct average sales price, it seems challenging to calculate the two types of trades using the same system.




In this guide, we attempted to clarify the differences between B2B and B2C, and we hope you understood them perfectly. If you have more questions, contact Noetic today and acquire recommendations from our experts on picking the right CRM software for your organisation. 

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