B2B CRM vs. B2C CRM: What’s the Difference?

Zaius

Despite this, many B2C marketers still try to force B2B CRMs to serve their very different business needs. But a product tailor-made for B2B sales clearly wasn’t doing the job, and B2C CRMs emerged to fill the need for retail businesses that sell to individual consumers, rather than massive corporations. In fact, B2B CRMs are very different than B2C CRMs in: Serving sales vs. marketing. In contrast, the B2C CRM is built for marketers. CRM B2C CRM

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2018 Predictions: What B2C Marketers Need To Know

Zaius

The B2C market moves fast — there are always new tactics and new channels marketers should keep an eye on. As a B2C marketer, you should be asking yourself hard questions like: What KPIs should we care about? B2C marketers will stop wasting time on vanity metrics.

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Trending Sources

Bring some B2C pizzazz to your B2B website design

TradeGecko

However, unlike their B2C counterparts, B2B stores rarely have the same design aesthetic or business branding that retail channels enjoy. With the rising trend of wholesale merchants looking for solutions online to widen their distribution channels, B2B eCommerce stores are becoming more commonplace. Wholesale B2B eCommerce

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Effortlessly manage your business’s B2B and B2C sales online

TradeGecko

Are you selling both business-to-business (B2B) and business-to-consumer (B2C)? If you are and you’re using the same payment platform to handle your B2B and B2C transactions, you may have realized that reconciling your books can be a complicated affair. After all, without separating your different sales channels, it’s hard to tell which market is contributing more to your business. TradeGecko Payments

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WHITEPAPER: How Identity Resolution Drives B2C Marketing Success

Zaius

What is identity resolution , and why should you care about it as a B2C marketer? As a B2C marketer, it’s vital to understand each step in this journey and the many ways your customers interact with your brand.

Predictions 2018: Who Will Win And Who Will Lose Across The Media Landscape

Forrester eCommerce

advertising agencies B2C marketing digital agencies media predictionMedia, so vital to the wellbeing of the economy, has endured a turbulent year. Marketers questioned the quality of the supply chain. Agencies reorganized to reinforce their value proposition. Ad tech continued to consolidate. Publishers scrambled to make money and keep their two sets of customers – consumers and advertisers – happy. While that short […].

As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

Forrester eCommerce

advertising age of the customer B2C marketing corporate strategy digital marketing healthcare marketing & strategyFor a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens. One company is pushing the boundaries of retail healthcare; the other is looking back a century for its marketing ideas. In this report, my colleague Shar VanBoskirk and […].

Other 26

How State Farm Turned a Marketing Tagline into an Expression of Its Corporate Values

Forrester eCommerce

advertising B2C marketing corporate social responsibility Insurance mediaHappy 2018! I hope everyone enjoyed their holidays and had a chance to relax. As we get back to the swing of our regular routines, I have to wonder — what becomes of the season of giving? The Salvation Army bell ringers have disappeared, and cause-related marketing ads promoting companies’ charitable giving (like Subaru’s Share […].

Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Forrester eCommerce

B2C ecommerce B2C marketing brand experience buyer engagement customer engagement customer experience customer insights digital business ebusiness strategy ecommerce mobile shopping omnichannel customer experience retail digital digital strategy luxury online retail

TV Industry: It’s Time For A Round of “Stop, Keep, Change”

Forrester eCommerce

advertising advertising agencies age of the customer B2C marketing behavioral targeting brand building chief marketing officer (CMO) customer centricity demand-side platforms (DSPs) digital marketing integrated marketing (cross-channel) marketing & strategy marketing ROI media media buying programmatic buyingI’m obsessed with the future of television. A couple years ago, I pursued it largely as a research exercise. Today, I’m up in arms based on my own experience as a TV consumer.

Mobile-First Is Not Enough

Forrester eCommerce

However, few B2C marketers are good at executing this concept. B2C marketing chief marketing officer (CMO) customer experience digital business business disruption digital transformation mobile first mobile marketing

Digital advertising and marketing under the GDPR: A question of How, not If.

Forrester eCommerce

advertising B2C marketing Europe privacy regulations & legislation data processing GDPR MarketingThe May 25th deadline announces a period great reckoning for data-driven marketing in Europe. The question marketers ask me most often is “Can we continue to do this…” or in other words, will this type of activity be allowed under the GDPR? But often, with this Regulation, the question is not whether you can or […].

Other 23

OTT Won’t Replace Traditional TV — The Two Will Get Married And Have Babies

Forrester eCommerce

advertising B2C marketing communications digital marketing marketing & strategy marketing attitudes marketing methods media media buyingRecent headlines have covered cord cutting as if it is an inevitable trend, set to doom the TV industry as we know it. However, when we peel back the layers of the alarmist headlines, the argument doesn’t really hold: No streaming service yet offers all that consumers want, as my colleague Kris Arcand found in […].

The Data Digest: Instagram And Snapchat Have Room For More Ads, According To Forrester Data’s US Youth Survey

Forrester eCommerce

advertising B2C marketing data insights digital marketing marketing & strategy media media buying prediction social marketing social media

Predictions 2018: The Year Of Breakout Marketers, And Those They Leave Behind

Forrester eCommerce

B2C marketing brand experience customer experience prediction vendor selectionForrester’s been writing about customer obsession for nearly half a decade, but until recently, most companies merely paid lip service to it. What’s changing? Marketers’ jobs security: CMOs have the shortest tenure in the C-suite and some companies like Coca-Cola are eliminating their CMO functions altogether in favor of chief growth or customers officers. We […].

The Global Digital Marketing Gap

Forrester eCommerce

advertising agencies artificial intelligence (AI) B2C marketing brand experience consumer mobility digital marketing globalization & localizationOver the past few years, I was lucky enough to travel to many different places: in most European countries, in the US, in Brazil, in the Middle East, in India, in Indonesia or very recently in Japan and Thailand. The digital revolution is happening all over the place and it is fascinating to see how […].

Amazon Blends Digital and Physical Experiences At Their New Book Store

Forrester eCommerce

Amazon B2C ecommerce ecommerce in-store marketing mcommerce online retail retail amazon digital retail in-store checkoutRecently I stopped in at the new Amazon Book store on 34th Street in Manhattan to see how Amazon is re-imagining the in-store experience.

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Digital Store Technologies Take the Stage For Both Customer and Associate Experience.

Forrester eCommerce

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater?

Drive Creativity And CX Innovation With Employee Empathy

Forrester eCommerce

age of the customer artificial intelligence (AI) B2C marketing brand experience chatbots customer centricity customer experience customer experience strategy employee engagement Innovation innovation management interaction & UI architecture personalization Hubspot INBOUND2017Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts.

The Data Digest: Empowered Customers Paint Their Own Future

Forrester eCommerce

age of the customer B2C marketing brand building brand experience customer centricity customer data customer insights data insights market research social intelligence social listening & listening platforms social media

How To Prepare For AR, VR, And Next Generation Experiences

Forrester eCommerce

B2C marketing chief marketing officer (CMO) customer experience digital business augmented reality Magic Leap mixed reality virtual realityHow can a company receive $1,9 billion in funding, be valuated $6bn and not even have launched a commercial product? There must be some magic here. Precisely! Adi Robertson is right to ask “why do people keep giving Magic Leap money?” One of the obvious reasons is that investors believe Virtual Reality (VR) and Augmented […].

Consumer Good Unclear in CVS/Aetna Merger

Forrester eCommerce

age of the customer Amazon B2C marketing customer experience digital business healthcare mergers & acquisitions (M&As) amazon customer service digital strategy digital transformation health insurance PBM pharmacyCVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good.

Two Minutes of Advice for B2B Marketers On Content Marketing Platforms

Forrester eCommerce

In April 2017, I completed a Wave report on content marketing platforms (CMPs) – specifically, Contently, Kapost, NewsCred, Opal, Percolate, ScribbleLive, Skyword, Spredfast, and Sprinklr – for B2C marketers. The same ones that suit B2C content marketing?

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CXEurope 2017: Introducing the Values Based Customer

Forrester eCommerce

advanced analytics age of the customer B2C ecommerce B2C marketing brand building brand experience business intelligence business models chief marketing officer (CMO) consumer packaged goods (CPG) consumer segmentation contextual marketing customer advocacy customer analytics customer engagement customer experience customer experience ecosystem customer experience management customer experience maturity customer experience measurement customer experience strategy customer insights

Go Ahead, Freak Out About Snap’s Earnings- For The Right Reasons

Forrester eCommerce

advertising B2C marketing programmatic buyingThe sky is falling, right on top of Snap Inc, and the sky’s name is CPM. Since they launched their self-service, auction-based buying environment, CPMs plunged 60%. 60%!?!?!? Cue the panic, right? Not so fast. With companies like Facebook making up the competitive set, the pressure was always on Snap to not just post good […].

B2C 13

Amazon’s Singapore Launch Signals the End of Digital Complacency in Southeast Asia

Forrester eCommerce

age of the customer agile commerce Asia Pacific B2C ecommerce chief information officer (CIO) chief marketing officer (CMO) cloud computing customer experience digital business digital transformation ecommerce

Back To the Future: The Benefits Of TV Advertising

Forrester eCommerce

advertising B2C marketing brand building branding marketing & strategy media media buyingMarketers are having a Back to the Future moment: AdWeek, MarketWatch, MarketingProfs, and others have sung the praises of television. And in January, the CMO of Coca-Cola presented analytic proof that TV delivers stronger ROI than digital. With cable-cutters, cord-nevers, and Millennials’ preference for over-the-top (OTT) TV viewing, it’s easy to predict the demise of […].

Half Of Online Retail Spending Came From Marketplaces In 2016

Forrester eCommerce

Marketplaces are taking an growing share of B2C online retail sales: Half of B2C online retail spend came from marketplaces in 2016.

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Introducing Forrester’s New Brand Energy Framework – Emotions Fuel Your Brand’s Energy

Forrester eCommerce

B2B marketing B2C marketing brand experience branding chief marketing officer (CMO To most marketers, this is an age-old axiom: emotions drive brands. And emotional motivators, like pixie dust, are sprinkled by the likes of Apple, Harley, Lego, and Patagonia to create a frenzied devotion that, on a good day, can give the Star Trek fandom a run for its money. But how does one create pixie […].

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From Darling To Workhorse: Programmatic’s Growing Pains And What Comes Next

Forrester eCommerce

advertising B2C marketing chief marketing officer (CMO) contextual marketing customer centricity customer experience customer journey data management platforms (DMPs) demand-side platforms (DSPs) machine learning marketing & strategy marketing organizational structure marketing technology media media buying online marketing technology personalization programmatic buying

Amazon product content: a new space race?

Forrester eCommerce

Amazon B2C Marketing PIM content eCommerce product content retail ugcThe Whole Foods acquisition by Amazon weeks ago was only the latest milepost in the latter's inexorable march to the top of retail.

How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Forrester eCommerce

B2B ecommerce B2C ecommerce blockchain chatbots digital business digital transformation ebusiness strategy ecommerce InsuranceCanadian and US insurers have a lot on their plates this year. They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.

Why You Need a CRM for Ecommerce

Zaius

That’s why you need a CRM that is designed specifically for businesses that sell directly to consumers: a B2C CRM. A B2C CRM can help you collect, unify, and analyze the data your buyers share with you each day. A traditional CRM simply isn’t built to handle the high volume of data created by B2C businesses, but a CRM built for ecommerce can. Here’s why your brand needs a B2C CRM to help you better serve your ecommerce customers. That’s where a B2C CRM can help.

Target Buying Shipt Won’t Make Same-Day Delivery Any Easier

Forrester eCommerce

agile commerce B2C ecommerceTarget announced yesterday that it acquired a startup in the grocery delivery space called Shipt for $550MM yesterday. If you’re familiar with Instacart, you get the gist of Shipt. If not, think Uber for groceries—consumers place an order through Shipt and a marketplace of drivers shops for your items and delivers it to you on your […].

Amazon And Flipkart Are Expected to Record $1.2-$1.5 Billion In Sales In India’s Coming Festive Sales

Forrester eCommerce

Amazon B2C ecommerce amazon big billion day Festive Sales Flipkart India online retailOn October 6, 2014, Flipkart launched Big Billion Day, an event that occurs within India’s festive season — a holiday period that accounts for 40% of the total sales of key brands in India.

Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific

Forrester eCommerce

Asia Pacific B2C marketing marketing technologyMore marketers in Asia Pacific (AP) are investing in an enterprise marketing software suite (EMSS) to better engage empowered customers and drive contextual marketing — but EMSS vendors’ solution availability and localization efforts vary across the region. My recently published report, Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific, helps marketers understand EMSS vendors’ […].

Should Ecommerce Brands Require an Email to Start Shopping?

Zaius

For a B2C marketer, knowing the name and identity of every shopper is incredibly powerful and enables you to market to each individual far more effectively. You can do a lot with a little in today’s world of B2C marketing.

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Case Study: How To Improve Your Chatbot’s Chance Of Success

Forrester eCommerce

B2C marketing chatbotsMarketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value.

Madtech Convergence Is Ongoing – With Or Without You

Forrester eCommerce

advertising B2B marketing B2C marketing digital marketing marketing automation marketing technology online marketing technologyFor marketers, the struggle is real: you want to provide your customers and prospects cohesive cross-channel experiences that demonstrate you actually know them (without freaking them out) — all while reducing the number of vendors in your tech stack.

Forrester’s Customer Experience Marketing Summit 2016 In Sydney Is Fast Approaching!

Forrester eCommerce

B2C marketing. Australia B2C Marketing B2C marketing Brand Strategy Business innovation Customer Experience digital disruption digital marketing eCommerceSix months after our highly successful Summit for Marketing Leaders in Australia, I'm excited to announce that Forrester's CX Marketing Sydney 2016 event is less than 7 weeks away.