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Customers

A customer is a contact who intends to make a purchase from the business. There are two primary kinds of customers, B2C and B2B. Each of them have their unique traits and need to be treated accordingly. In order to complete a transaction with a customer it is necessary for the company to have that customer's critical information such as name, billing address, shipping address etc.

A CRM offers a 360 degree view of the customer that goes beyond just displaying basic information such as their name and address. Being connected to the cloud, a CRM can connect various strands of information together to give you an advanced understanding of your customer.

Types Of Customers

B2C Customer

A B2C customer is generally an individual customer, because of this a B2C customer has a much simpler profile when compared to a B2B customer. A B2C customer’s payment method is generally a credit card or cash on delivery, or an installment program. Generally a B2C customer ships to one address, rarely having more than one shipping address. They also, primarily, have the same billing and shipping address. The company may also provide a B2C self service portal for the B2C customer to use.

Creating a B2C customer

When creating a B2C customer, these are the critical fields:

• Name

• Phone

• E-mail

• Payment preference

• Shipping address

B2C Profile

Information of interest when viewing a profile:

• Order history

• Product reviews

• Customer journey

• Shopping lists

  Activity Diagrams

  Level 1 : CSR

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  Level 2 : CSR

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  Level 3 : CSR

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Lead Management

Lead is a new inquiry that comes directly to a company as a part of a campaign/trade show/direct mail, through personal referrals, etc. and could form the basis for future deals.

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