IA and B2C Interaction
Presented by: Ran Xu
Contents
What is B2C
Where the interaction exists
CRM
Common Forms of Interaction
References and Q&A
What is B2C
• B2C (Business-to-Customer)
Business that sells products or provides services
to end-user consumers.
What is B2C
• E-Commerce:
•
•
•
•
•
•
•
B2B
B2C
C2C
B2G
O2O
C2B
P2P
Business-to-Business
Business-to-Consumer
Consumer-to-Consumer
Business-to-Government
Online To Offline
Consumer-to-Business
Peer-to-Peer
What is B2C
• Best B2C Sites
What is B2C
What is B2C
Where the interaction exists
• Marketing
Introduction of products
Promotional methods
• Sales
• Customer Support
CRM
• Customer relationship management
(CRM) is a model for managing a
company’s interactions with current and
future customers.
• It involves using technology to organize,
automate, and synchronize sales,
marketing, customer service, and technical
support.
CRM
track clicks, responses, leads
and deals with email, search,
social media, telephone and
direct mail
Marketing
Appointments
automatically
suggest suitable
appointment
times to
customers via email or the web
Customer service
and support
used to create, assign
and manage requests
made by customers
and to identify and
reward loyal customers
over a period of time
to allow businesses
to make more
accurate decisions
on which products
to supply
Small business
Social media
Non-profit and
membership-based
http://www.youtube.com/watch?v=7me7mjvTiTI
a contact
manager system
which integrates
emails,
documents,
jobs, faxes, and
scheduling for
individual
accounts.
help track constituents, fundraising, demographics,
membership levels,
membership directories,
volunteering and
communication with
individuals.
CCRM
• Customer-centric relationship management (CCRM) is a
style of customer relationship management that focuses
on customer preferences, instead of customer
leverage.
Customer-centric relationship management is used in
marketing, customer service and sales, including:
￭tailored marketing
￭one-to-one customer service
￭retaining customers
￭building brand loyalty
￭providing information customers actually want
Common Forms of Interaction
•
•
•
•
•
Live Chat
Forum
Comments and rates
Social Media
Phone email and direct mail
Live Chat
• Live support software (also called live chat, live
help) is a popular term for online chat
applications designed specifically to provide
online assistance to users of a website.
Live Chat
Live Chat
Forum
• An Internet forum, or message board, is
an online discussion site where people
can hold conversations in the form of
posted messages.
Forum
Forum
References
• http://online.wsj.com/news/articles/SB100014240527023
03661404579177833662380934
• http://www.nytimes.com/2013/11/12/business/internation
al/online-shopping-marathon-zooms-off-the-blocks-inchina.html?_r=0
• http://masterful-marketing.com/marketing-b2b-vs-b2c/
• http://en.wikipedia.org/wiki/Customer_relationship_mana
gement
• http://en.wikipedia.org/wiki/Sales
• http://en.wikipedia.org/wiki/Live_chat
• http://www.youtube.com/watch?v=7me7mjvTiTI
Questions？