Choosing the right sales CRM isn’t just about the list of features or pricing the tool has to offer – what matters is that it aligns with what your business requires. That’s why it is important to understand the difference between a sales CRM for B2B vs B2C.
In this post, we’re going to discuss the key differences between the two, highlight what to look for in each case and compare the tools available.
Key differences between B2B and B2C sales models
Before listing out the CRMs, lets recap the differences between B2B and B2C sales models:
– Sales cycle – B2B sales cycles are typically longer and involve multiple stakeholders. But B2C sales are usually faster, impulsive and require fewer touchpoints.
– Customer data – B2B CRMs must manage multiple contacts within one account. B2C focuses on individual customer behavior and purchase history.
– Deal value and volume – B2B deals are higher in value but often fewer in number, while B2C deals with lower value and higher volume.
– Engagement – B2B companies are focused on relationship-driven engagement, while B2C is more transactional.
– Sales team structure – B2B teams often include account managers, SDRs and AEs, while B2C teams run heavily on marketing automation and customer service.
What makes a great CRM for B2B companies
A good sales CRM for B2B companies should support:
-Account-based sales – It should give you the ability to manage contacts, deals and communication across the organization.
-Sales pipeline customization – The CRM should let you set up flexible stages and workflows tailored for unique and long sales processes.
-Integration with B2B tools – Look for a solution that easily syncs with LinkedIn, Slack, ZoomInfo, DocuSign and other tools.
-Detailed reporting and insights – A good CRM software should provide detailed analytics on deal velocity, win rate and sales activities.
-Collaboration and administrative tools – The platform should come with team selling features like shared notes, tasks and mentions, along with user access controls.
Workflow automation – Evaluate platforms for their automation capabilities for lead scoring, follow-ups, contract management and more.
What makes a great CRM for B2C businesses
B2C CRMs should be able to handle:
-High-volume data management – The CRM should be able to track thousands of individual customer profiles across touchpoints.
-Marketing automation – The platform should let you set up trigger-based campaigns, behavioral segmentation and automated abandoned cart reminders.
-Omnichannel communication – Seek a tool that integrates easily with email, SMS, WhatsApp and key social media platforms your brand is active on.
-Personalization – Good CRM tools equip brands with features like content recommendations and dynamic offers.
-Customer service integration – A CRM that links with live chat and help desks can help assist online shoppers and drive higher conversions.
Best sales CRM for B2B vs B2C: Detailed Comparison
Here’s a detailed look into the best CRMs for B2B and B2C:
| CRM Tool | Best For | Key Features | Pricing Model |
|---|---|---|---|
|
Interakt
|
B2B & B2C
|
-WhatsApp-first CRM platform -Shared team inbox for faster replies -Lead capture and qualification tools -Smart automation & follow-ups -Broadcast and catalog features Order management integration -Real-time analytics and reporting |
Free plan available Paid plans for advanced features |
|
HubSpot CRM
|
B2B
|
-Contact and company management -Deal tracking and pipeline visibility -Email templates and tracking -Task automation -Meeting scheduler -Reporting dashboard -Seamless integrations (Gmail, Outlook, Slack, etc.) |
Free tier Paid upgrades for Marketing/Sales Hubs |
|
Pipedrive |
B2B |
-Visual sales pipeline -Customizable deal stages -Email sync and templates -Sales forecasting -Workflow automation -Activity reminders and scheduler -Integration with 300+ tool |
14-day free trial Paid plans only |
|
Zoho CRM
|
B2C |
-Multi-channel communication (email, phone, live chat, social) -Lead scoring and segmentation -AI assistant for sales -Custom workflows -Campaign and inventory management -Real-time reporting |
Free plan Affordable paid tiers |
Choosing the right CRM for your business type
If you’re a B2B company, look for the following CRM features:
-Advanced pipeline management with stage tracking
-Account-based management for multi-contact conversations
-Document and proposal tracking
-Integration with marketing and outbound sales tools
-Meeting scheduler and calendar sync
-Detailed analytics to track deal velocity and close rates
If you’re a B2C company, here are the features to look for:
-Multi-channel communication (email, chat, social media)
-Customer segmentation and behavior tracking
-Lead assignment and automation
-Real-time engagement and personalization tools
-Performance tracking and insights
Conclusion
There’s no one-size-fits-all when it comes to choosing the right CRM.
That’s why it is important to first identify your business needs and challenges, evaluate the features you need and then start researching for a tool that best suits your requirements. As a general rule, look for a solution that is built for your industry needs.
Want a CRM that can work for both B2B and B2C business models?
