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Business to Consumer (B2C)
Business to Consumer (B2C) is the area that receives most attention. Through technology, companies and their customers can be directly linked. The two key questions to ask when evaluating B2C opportunities are:
  • What opportunities exist to improve the customer experience?
  • What additional markets can the company reach by selling online?
Customer Relationship Management is now being widely implemented in companies that are trying to manage their customers better. The following example illustrates what is now being referred to as eCRM. B2C is one component of eCRM the order process itself. The process may begin with marketing, perhaps an online campaign. Customers visit the web site, research the product offerings, and then place their order. They receive an electronic order confirmation. At any time after the order is placed, they can check the order status online. Then the customer receives the order. Any ordering issues can be handled online. A request for return can be made without ever having to call a customer service department. Customers can register their product online, if appropriate, and even get support through an electronic call-center.

There are many benefits to such a process: decreased cost of sales, internal efficiencies such as improved order-to-ship times, and decreased customer support costs. CRM also deals with the question of how you interact with the your consumers. eCRM software like machResponse helps you in maintaning interest of consumers in your business offerings.

Know more about CRM

 



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