B2B and B2C Sales – What Are the Differences Between These Sectors?
Posted: Thu Dec 12, 2024 10:14 am
B2B and B2C sectors – the most important differences
As we said in the introduction, the most important difference in this case is the potential customer, i.e. the person to whom we direct all our activities (marketing, communication) and who may chinese overseas america phone number data ultimately be interested in purchasing our products or services.
B2B (business to business) sales involve directing products/services to entities that are also businesses. B2C (business to customer) sales are traditional sales in which the offer is directed to consumers/private individuals who do not purchase products as part of their business activities.
B2B sector products and services include, for example, software , marketing services (including call center services), various types of consulting and all products necessary to run a business in a given industry (these may be IT systems, office equipment, industrial machines and many others).
The B2C sector, in turn, covers all products and services that we buy and use in our daily lives – from food, through home furnishings, to rental, notarial and legal services.
The boundary between the B2B and B2C sectors is sometimes conventional – consumers often use business services and vice versa.
Differences in the B2B and B2B sectors from a seller's perspective
The element that differentiates B2B and B2C sales is the size of the market – business sales usually concern a smaller number of customers (e.g. focused on a specific industry, dealing with a specific issue). B2C sales, on the other hand, are often universal in nature – an unlimited number of people can take advantage of the offer (this applies especially to so-called basic necessities, such as food).
Read also: What is a ticket system and how does it improve customer service?
All this translates into:
The number of orders/purchases and their value – in B2C sales they will occur more often, but their value will be lower. In B2B sales, transactions may occur less frequently, but their volume may be very large.
Competitiveness – in the B2C sector it is often much higher, due to the lower entry threshold and less specialization of the offer.
The nature of sales – B2B service products are often expensive and advanced, which is why the sales process is longer, often requiring negotiations, individual presentation of the offer, supplementing information and frequent contact between the customer and the company. B2C sales are more often spontaneous, and the consumer does not actively participate in the process (they simply buy the product at the indicated price).
All of these elements must be taken into account when planning a company's promotion strategy - marketing and sales activities. In B2B and B2C communication, other tools and channels of communication with the customer will be effective.
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How to organize sales in the B2B segment?
B2B sales usually take significantly longer – the decision to purchase is preceded by a thorough analysis of the offer, often also by its negotiation. Often, these are also decisions made not by one, but by more people (e.g. the board or other management body).
Sales in the B2B segment should be divided into stages within the so-called sales funnel (from gaining the attention of a potential customer, through getting them interested in buying, to transactions and building post-sales relationships). For each of these, we then select key communication channels and marketing tools that are appropriate to the customer's needs at a given stage (e.g. information about the offer or an indication of where to make a purchase).
Also read: What qualities should a call center employee have?
Many elements of B2B sales can be outsourced to an external company (by opting for sales outsourcing). Contact center tools that are worth paying special attention to in the context of business communication include:
Generating sales leads (lead generation) – acquiring contacts, verifying them, creating databases and talking to potential customers.
Arranging sales meetings – the call center office can conduct a sales meeting with a potential client on your behalf or organize such a meeting for your sales representative (after previously presenting the offer to the client).
In the B2B sales process, professional customer service is very important. This also applies to after-sales care , hence a tool that works well in this sector is a telephone service office.
How to organize sales in the B2C segment?
As we mentioned, the B2C offer is often broader and more universal. Customers usually do not need a very long time to analyze the offer. For these reasons, sales outsourcing in the B2C sector (commissioning sales activities to an external company) most often includes channels such as:
Sales hotline – allowing you to reach new customers by telephone, based on a previously prepared database.
Customer service hotline – a place where potential customers can obtain additional information about products, and current customers can file a complaint and learn more about the offer.
Companies operating in the B2C sector also eagerly use marketing research. These include satisfaction studies on the quality of customer service and the products themselves. In some cases, simple surveys (computer-assisted telephone survey, CATI) will be effective, as they are relatively cheap and easy to implement in any company (regardless of size and industry in which they operate).
Call center services complementing effective telephone sales , useful for B2C companies, also include creating and updating databases, advertising mailing, SMS marketing, or modern forms of customer contact, such as a chat with a consultant on the website.
As we said in the introduction, the most important difference in this case is the potential customer, i.e. the person to whom we direct all our activities (marketing, communication) and who may chinese overseas america phone number data ultimately be interested in purchasing our products or services.
B2B (business to business) sales involve directing products/services to entities that are also businesses. B2C (business to customer) sales are traditional sales in which the offer is directed to consumers/private individuals who do not purchase products as part of their business activities.
B2B sector products and services include, for example, software , marketing services (including call center services), various types of consulting and all products necessary to run a business in a given industry (these may be IT systems, office equipment, industrial machines and many others).
The B2C sector, in turn, covers all products and services that we buy and use in our daily lives – from food, through home furnishings, to rental, notarial and legal services.
The boundary between the B2B and B2C sectors is sometimes conventional – consumers often use business services and vice versa.
Differences in the B2B and B2B sectors from a seller's perspective
The element that differentiates B2B and B2C sales is the size of the market – business sales usually concern a smaller number of customers (e.g. focused on a specific industry, dealing with a specific issue). B2C sales, on the other hand, are often universal in nature – an unlimited number of people can take advantage of the offer (this applies especially to so-called basic necessities, such as food).
Read also: What is a ticket system and how does it improve customer service?
All this translates into:
The number of orders/purchases and their value – in B2C sales they will occur more often, but their value will be lower. In B2B sales, transactions may occur less frequently, but their volume may be very large.
Competitiveness – in the B2C sector it is often much higher, due to the lower entry threshold and less specialization of the offer.
The nature of sales – B2B service products are often expensive and advanced, which is why the sales process is longer, often requiring negotiations, individual presentation of the offer, supplementing information and frequent contact between the customer and the company. B2C sales are more often spontaneous, and the consumer does not actively participate in the process (they simply buy the product at the indicated price).
All of these elements must be taken into account when planning a company's promotion strategy - marketing and sales activities. In B2B and B2C communication, other tools and channels of communication with the customer will be effective.
Logo Polcall
Do you want to use the services of a professional call center?
Our experts are waiting for your call!
Our clients' satisfaction is the most important thing to us! Check out our offer and let yourself be convinced that we will solve every problem you have.
Contact us!
How to organize sales in the B2B segment?
B2B sales usually take significantly longer – the decision to purchase is preceded by a thorough analysis of the offer, often also by its negotiation. Often, these are also decisions made not by one, but by more people (e.g. the board or other management body).
Sales in the B2B segment should be divided into stages within the so-called sales funnel (from gaining the attention of a potential customer, through getting them interested in buying, to transactions and building post-sales relationships). For each of these, we then select key communication channels and marketing tools that are appropriate to the customer's needs at a given stage (e.g. information about the offer or an indication of where to make a purchase).
Also read: What qualities should a call center employee have?
Many elements of B2B sales can be outsourced to an external company (by opting for sales outsourcing). Contact center tools that are worth paying special attention to in the context of business communication include:
Generating sales leads (lead generation) – acquiring contacts, verifying them, creating databases and talking to potential customers.
Arranging sales meetings – the call center office can conduct a sales meeting with a potential client on your behalf or organize such a meeting for your sales representative (after previously presenting the offer to the client).
In the B2B sales process, professional customer service is very important. This also applies to after-sales care , hence a tool that works well in this sector is a telephone service office.
How to organize sales in the B2C segment?
As we mentioned, the B2C offer is often broader and more universal. Customers usually do not need a very long time to analyze the offer. For these reasons, sales outsourcing in the B2C sector (commissioning sales activities to an external company) most often includes channels such as:
Sales hotline – allowing you to reach new customers by telephone, based on a previously prepared database.
Customer service hotline – a place where potential customers can obtain additional information about products, and current customers can file a complaint and learn more about the offer.
Companies operating in the B2C sector also eagerly use marketing research. These include satisfaction studies on the quality of customer service and the products themselves. In some cases, simple surveys (computer-assisted telephone survey, CATI) will be effective, as they are relatively cheap and easy to implement in any company (regardless of size and industry in which they operate).
Call center services complementing effective telephone sales , useful for B2C companies, also include creating and updating databases, advertising mailing, SMS marketing, or modern forms of customer contact, such as a chat with a consultant on the website.