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The Importance of B2C CRM for E-Commerce Businesses

Published on July 7, 2020
4 min read
Icon Saphyte Team
4 min read

At this time of the pandemic, consumers have opted ordering online for goods, services and food and many likely won’t switch back to their old habits afterward. Most late adopters are having fun discovering the benefits of the online experience. Whether they are doing home delivery or pickup in-store options, and most likely they may not go back to their old ways.

Consumer behavior has pivoted during this pandemic and it will be beneficial for ecommerce businesses. With this change comes more consumer data. With more consumer data means more contact management responsibilities. So how will you be able to manage through? 

Get a B2C CRM for your business. 

What is a B2C CRM? 

A B2C customer relationship management (CRM) tool is a type of platform that combines customer data, contact information, and campaign execution together. Hence, enabling marketers to better understand their buyers and use data to directly power marketing campaigns across all channels.

B2C CRMs are designed to scale with your B2C business. In the e-commerce business, you have different types of consumers who interact with your business. They (your customers) interact with you on a number of channels and devices at different times and in different ways during their buying journey.

A B2C CRM unifies and analyzes your interactions with your customers across your devices and channels. This enables you to build up a more comprehensive customer profile across your entire customer lifecycle. Hence, the more information you have about your customers, the better your marketing campaigns will become.

What’s the difference between a B2B CRM and a B2C CRM? 

A B2B CRM like Sales Force Automation or Hubspot is useful in a right scenario. B2B CRM tools are designed for B2B businesses selling to other businesses. While a B2C CRM is built precisely with the B2C and ecommerce industry in mind, there are still core differences between a B2C CRM and a B2B CRM. Here are some of them. 

Difference in Built and Function

A B2B CRM is built for B2B companies with a sales team or a sales rep. This tool provides functionality for handling leads, lead scoring, and opportunities, and moving them through the different stages of the sales cycle.

While a CRM for B2C is built for marketers. The system provides details on a huge number of customers. Hence, enabling marketers to keep track of where the buyers are in the customer lifecycle, and what are the necessary things to push them towards their next purchase.

Difference in Design for Sales Cycles

Most B2B accounts have a longer sales cycle while a B2C business has a shorter one. While B2B businesses focus more on phone calls, B2C sales cycles can vary from impulse buyers and those who love to do window shopping. 

The software enables B2C marketers to understand where their customers are in the sales cycle. These are based on their current behavior, how likely they are to buy, and to be able to easily work out the most effective next best action according to each unique situation.

The Importance of CRM for your B2C Business

As a B2C owner, why do you need a CRM software? Whether you like it or not, when you’re growing as a business, managing customer relationships can be tough. You’ll have plenty of customer information and data to manage too. 

On top of that, you also have to deal with the legal responsibility of protecting the information you have collected. A CRM not only helps you store and secure your data, but the tool also helps you understand your customers and their behavior. 

Doing your business on MailChimp, doing manual data entry on Google Sheets, or answering queries from your phone email will never cut out. You need a tool to manage all of them in one spot. This is why you need a CRM for your B2C business. 

Why Choose Saphyte as your Partner?

Saphyte is a CRM system that helps you streamline all of your e-commerce and B2C activities and integrate them into one powerful platform. 

Saphyte has CRM features that helps your business manage your customer data, conduct marketing tactics and strategies, and identify opportunities for the long haul. Overall, our platform has been proven to help businesses achieve growth and build long-term customer relationships.

Saphyte is built for B2C companies, retails and e-commerce businesses. The system provides its user with an integrated platform for sales, marketing, support, inventory, and quotation management. Or any needs necessary for the management of a B2C company. 

Saphyte provides customizable dashboards, quotation and inventory management, deals and campaign management, and more to help manage retail operations seamlessly. In addition, here are some of the key features of Saphyte that can help you manage your business seamlessly.

Client Management Tools

You can effectively and efficiently manage your contacts database through our Client Management tab. Within this feature there are tools to automate your processes, organize your data, manage your tasks, generate your reports, and other more valuable features.

You can also segment your potential customers and existing customer’s data without the fear of duplication. The system is built with a duplicate sensitivity program that easily recognizes duplicates and prompts you to either merge or replace client information.

Deals Management

Want to know where your latest deals are at? Saphyte has the tools to manage your deals and prioritize them. You can easily know the hot deals or the cold deals in the dashboard which in return help you close deals easier and maximize your revenue.

Marketing and Campaign Management

Marketing plays a big part in every business cycle, most especially for B2C businesses. We all know that it’s a must B2C companies sell their products. Saphyte can help you scale your business and accelerate your marketing strategy by providing you all the necessary tools for your marketing needs. 

Fulfill successful selling of sale products and brand communication through Saphyte’s Campaign Management. This tool allows you to measure the effectiveness of your marketing efforts directed at your target audience. 

Saphyte’s Campaign Management provides the real-time statistics of the parameters you set for your ongoing campaigns like the number of clicks, emails, opened emails, leads, deals, and more.

Email Marketing Tools

Send your email in style with Saphyte’s Email Marketing Tools. From email templates, product catalogs, bulk email, email senders, and email tracking. You can craft your newsletters, product catalog, and workflows within the system. 

You don’t have to spend much time on installing and learning new platforms just to send a great email. On top of email senders are email trackers. You and your team will be notified the moment your client opens an email, clicks a link, or downloads an attachment you have sent. 

Integration Tools

Responding to customers is made easier with Saphyte. 

You can manage and track your emails from the CRM. Configure your email account such as Outlook, Gmail, Others: IMAP, SMTP, into your CRM mailbox. So, you can reply to your customers without having to switch to another window. 

On top of that there are integration tools for payment gateways and chat integration tools to boost customer relationships. With all of these features, customer satisfaction is in your hands.


On top of all these features are Saphyte’s pay-as-you-go monthly fees that won’t cost you an arm and leg, with no set-up fees, a free demo, and 24/7 customer support readily available in every subscription plan. 

Whether you’re a small business in e-commerce, you should try Saphyte now for your B2C needs. Not only that you can have better contact management and real time information, you can also have a better business process. Contact us for a free demo or start your free trial now.

July 7, 2020