customer relationshipsintensify: don't forget the R in CRM
Business-to-consumer (B2C) usually implies mass business. When a corporation is involved in B2C business, you can be sure that the exchange between seller and buyer is sporadic and never personal. Most small SMEs, on the other hand, do business with other companies. Apart from retail and catering, B2C is rare among small companies.
I think it is crucial to understand how the two worlds influence the customer relationship and thus the customer relationship management of a company. Instead of mass processing dominican republic telegram screening as in B2C, small and medium-sized companies should focus on personal relationships.
Let us first look at the challenges that companies must solve in both in order to successfully build and maintain customer relationships.
In large companies that deal with end customers, it's all about making communication with many individual recipients appear as high-quality as possible. Take the telecommunications industry. You only have to read the generic advertising campaigns or newsletters to know that your mobile operator cannot place much value on your last email and phone calls when communicating with you.