Business to Consumer (B2C) support is different than Business to Business (B2B). For example, B2C support usually comes into play after a new customer comes on board. It is typically related to an individual, and is often problem-focused. Think of any purchase you make for your self, your home, etc. You contact support when something breaks or isn’t working as expected. You fix the issue and move on. The focus of B2C marketing is to communicate your brand’s value to consumers and convince them to make a purchase.
On the flip side, B2B support is much more of a marketing strategy, and a key component of building a long-term relationship while providing positive customer experiences. The marketing focus in B2B is much broader – to be successful you must understand the entire customer relationship, from spreading your message to onboarding new customers and further – into the ongoing relationship customers have with customer support. This cannot be overlooked, as word-of-mouth is still the best form of advertising and to ensure positive growth you must promote customer satisfaction and retention…
