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Salesforce Consulting Services: Comparison between Salesforce B2B and B2C Commerce Cloud Solutions
- Emorphis Technologies
- May 21, 2021
- 5 min read
Internet and smart devices have proliferated in our life so much that entering a digital-first economy has become the only option now. What is the reason behind it? The main cause of the companies moving towards online business is easy interaction with the customers on the digital platform. And the e-commerce companies have mastered it to create their monopoly in the online market.
But they have to remain sustainable in the online business and that is possible by adopting advanced e-commerce suites, one notable example is Salesforce Commerce Cloud. It comes with two powerful arms- Salesforce B2B Commerce and Salesforce B2C Commerce that makes it a frontrunner in the digital commerce market.
In recent years, many things have been said about the Business-to-Business (B2B) and Business-to-Consumer (B2C) model on various terms such as scope, pricing, customer retention, and acquisition, and the most crucial one, profitability. There are numerous Salesforce consulting companies in the USA that prefer either of the single models for their client organization. However, some play safe and support a system that comes with the hybrid of both.
Before venturing further, it will be essential that the reader must get acquainted with both the given model that forms a crucial part of the Salesforce e-commerce cloud platform. Let’s begin with them.
About Salesforce B2B Commerce
Formerly known as CloudCraze, it is a B2B e-commerce cloud solution that enables an organization to make large volume purchases online through a specially designed e-commerce platform. Moreover, they offer the customers easy access to the online medium so that they can purchase products for the smooth sailing of their business.
About Salesforce B2C Commerce
Formerly known as Demandware, it is an e-commerce cloud platform that allows retailers to work on the online experience of the shoppers over all the digital mediums and make it more personalized and relevant to them. Besides, it works exclusively for both business and technical users to avail of unique customer services.
Now, one must understand both of the given concepts and the time has arrived to identify some of the main differences that set both the given cloud platforms apart from each other.
Comparison between Salesforce B2B & B2C Commerce Cloud Solutions
Though there are plenty of differences between the given two cloud solutions, there is one thing that binds both of the systems together: Selling always focuses on customer satisfaction! So, keeping the customer in the focus, Salesforce consulting companies must adopt that sales procedure that incorporates the best of the commerce cloud solutions. Now, come to the comparisons:
A. First & Foremost: Meeting Business Needs through Customer Profile & Market Size
The major difference between Salesforce B2B and B2C e-commerce solutions is due to meet the business needs by targeting different audiences and even selecting the vendors to accomplish the goals simultaneously.
If organizations are direct sellers, branded manufacturers, and even online retailers and require selling their products directly to the customers via the online market, then the B2C Salesforce commerce tool is an ideal choice for them. Here, the major emphasis is on targeting a broader audience through customer acquisition via direct contact.
However, if organizations belong to the CPG brands and are finding out a new way to serve their specific business customers; then the Salesforce B2B commerce cloud solution is their best option. Here, the major focus is on customer retention to meet end’s needs appropriately.
B. Another Difference Lies in their Platform Requirements
Why there is a need for different platforms when both business models serve to offer satisfaction to the customers. There is only one answer: Each model has a different set of audiences and they have to meet their diverse needs with great efficacy.
For the B2B platform, there is a requirement of a scalable platform that should come with notable features such as user permission, testing, order management system, and many more. So, it uses advanced tools to handle complex mechanisms such as order management, contract pricing, and others with great ease.
In the case of the B2C model, there is a need for a robust platform to incorporate a massive database to streamline it’s functioning for customers and offer them a unique buying experience. Therefore, Salesforce implementation services offer relevant tools such as Einstein AI for better customization, performance, user management, and even security.
C. Provision of Multi-Channel Support
Every organization needs multi-channel support to function efficiently and Salesforce consulting services just do it to make the thing more appropriate. In the case of the Salesforce B2C platform, there is a custom integration with 3rd party in some specific areas such as email services, tax and payment processions, and rating and reviews.
For the Salesforce B2B platform, there is already the presence of a 3rd party store integration feature. Its primary role is to enable the integration of the product with leading online retail giants (such as Amazon, eBay, etc.) for effective selling of the product and services through 3rd party platforms.
D. Payment Options: Another Element of Differentiation between Two Cloud Platform
During payment through B2C solution, the whole procedure is simplified as the payment information is provided to the customers simultaneously after doing payment either by credit or debit cards. On the other hand, there is more liberty for B2B customers when they perform digital payment but still face difficulty. How?
Today, every major organization offers a credit facility for getting access to invoices. As the value of the purchase is higher for B2B transactions, so its credit facility is complicated and even more time-consuming. However, due to presence of impulse purchases, B2C transaction is autonomous which makes it easy and accomplish in less time.
E. One-Time Purchase VS Reordering Products
If a customer arrives at an e-commerce website, it will order for a single time purchase and that’s what happens all the time. As it is evident that B2C e-commerce has low barriers; so there is an ample number of choices that are present before the consumers purchase different products from different resources.
In comparison, B2B consumers have a focus on some reliable suppliers who offer them specific products and services. Besides, they can also replenish or reorder the goods whenever the need arises. It shows that the given Salesforce cloud platform pays attention to nurture the long-term relationship to offer maximum benefits to the business.
While these are some of the major difference between B2B and B2C e-commerce platform, there are also some similarities and are stated below:
Ø Both B2B and B2C cloud solution requires a unique and well-defined sales process for effective lead generation and enhance business-customer engagement
Ø Both B2B and B2C businesses require a wide appeal to their customers through outstanding customer services
Ø Both B2B and B2C requires an effective marketing strategy for robust alignment with the potential customers to win their loyalty
Key Takeaways
What is the reason behind the difference between selling through B2B and B2B platforms? The answer is ever-changing consumer behavior and the emergence of the latest technology with time. Furthermore, it is crucial to remain aloof about the many differences between B2B and B2C e-commerce platforms.
Therefore, it will be the best option for you to take the help of a Salesforce customization consultant. They will be at your service to guide you which will be suited to create and nurture a delightful marketing experience to relieve your target audience from confusion.
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