ia and b2c interaction presented by: ran xu. contents what is b2c where the interaction exists crm...
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IA and B2C InteractionPresented by: Ran Xu
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ContentsContents
What is B2C
Where the interaction exists
CRM
Common Forms of Interaction
References and Q&A
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What is B2CWhat is B2C
• B2C (Business-to-Customer)
Business that sells products or provides services to end-user consumers.
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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
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What is B2CWhat is B2C
• Best B2C Sites
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What is B2CWhat is B2C
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What is B2CWhat is B2C
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Where the interaction existsWhere the interaction exists
• Marketing
Introduction of products
Promotional methods
• Sales
• Customer Support
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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.
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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
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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
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Common Forms of InteractionCommon Forms of Interaction
• Live Chat
• Forum
• Comments and rates
• Social Media
• Phone email and direct mail
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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.
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Live ChatLive Chat
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Live ChatLive Chat
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ForumForum
• An Internet forum, or message board, is an online discussion site where people can hold conversations in the form of posted messages.
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ForumForum
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ForumForum
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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
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Questions?