IA and B2C InteractionPresented by: Ran Xu

ContentsContents

What is B2C

Where the interaction exists

CRM

Common Forms of Interaction

References and Q&A

What is B2CWhat is B2C

• B2C (Business-to-Customer)

Business that sells products or provides services to end-user consumers.

What is B2CWhat is B2C

• E-Commerce: • B2B Business-to-Business• B2C Business-to-Consumer• C2C Consumer-to-Consumer• B2G Business-to-Government• O2O Online To Offline• C2B Consumer-to-Business• P2P Peer-to-Peer

What is B2CWhat is B2C

• Best B2C Sites

What is B2CWhat is B2C

What is B2CWhat is B2C

Where the interaction existsWhere the interaction exists

• Marketing

Introduction of products

Promotional methods

• Sales

• Customer Support

CRMCRM

• 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.

CRMCRM

Marketing

Customer serviceand support

Social media

Small business

Appointments

automatically suggest suitable appointment times to customers via e-mail or the web

a contact manager system which integrates emails, documents, jobs, faxes, and scheduling for individual accounts.

track clicks, responses, leads and deals with email, search, social media, telephone and direct mail

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

Non-profit andmembership-based

help track constituents, fund-raising, demographics, membership levels, membership directories, volunteering and communication with individuals.

http://www.youtube.com/watch?v=7me7mjvTiTI

CCRMCCRM

• 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 InteractionCommon Forms of Interaction

• Live Chat

• Forum

• Comments and rates

• Social Media

• Phone email and direct mail

Live ChatLive 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 ChatLive Chat

Live ChatLive Chat

ForumForum

• An Internet forum, or message board, is an online discussion site where people can hold conversations in the form of posted messages.

ForumForum

ForumForum

ReferencesReferences

• http://online.wsj.com/news/articles/SB10001424052702303661404579177833662380934

• http://www.nytimes.com/2013/11/12/business/international/online-shopping-marathon-zooms-off-the-blocks-in-china.html?_r=0

• http://masterful-marketing.com/marketing-b2b-vs-b2c/• http://en.wikipedia.org/wiki/

Customer_relationship_management• http://en.wikipedia.org/wiki/Sales• http://en.wikipedia.org/wiki/Live_chat• http://www.youtube.com/watch?v=7me7mjvTiTI

Questions？