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IA and B2C Interaction

IA and B2C Interaction. Presented by: Ran Xu. What is B2C. Where the interaction exists. CRM. Common Forms of Interaction. References and Q&A. Contents. What is B2C. B2C (Business-to-Customer) Business that sells products or provides services to end-user consumers. What is B2C.

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IA and B2C Interaction

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  1. IA and B2C Interaction Presented by: Ran Xu

  2. What is B2C Where the interaction exists CRM Common Forms of Interaction References and Q&A Contents

  3. What is B2C • B2C (Business-to-Customer) Business that sells products or provides services to end-user consumers.

  4. What 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

  5. What is B2C • Best B2C Sites

  6. What is B2C

  7. What is B2C

  8. Where the interaction exists • Marketing Introduction of products Promotional methods • Sales • Customer Support

  9. CRM • 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.

  10. Marketing Customer service and support Social media Small business Appointments Non-profit and membership-based CRM track clicks, responses, leads and deals with email, search, social media, telephone and direct mail 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. used to create, assign and manage requests made by customers and to identify and reward loyal customers over a period of time help track constituents, fund-raising, demographics, membership levels, membership directories, volunteering and communication with individuals. to allow businesses to make more accurate decisions on which products to supply http://www.youtube.com/watch?v=7me7mjvTiTI

  11. CCRM • 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

  12. Common Forms of Interaction • Live Chat • Forum • Comments and rates • Social Media • Phone email and direct mail

  13. Live 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.

  14. Live Chat

  15. Live Chat

  16. Forum • An Internet forum, or message board, is an online discussion site where people can hold conversations in the form of posted messages.

  17. Forum

  18. Forum

  19. References • 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

  20. Questions？

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