A friend asked an innocent question on Twitter a while back. “Who has a good B2B iPhone app? Anyone?”. In typical fashion, I Tweeted, then thought (the reverse order is usually recommended). My response “The actual phone part, where I dial and talk, best B2B part of the iPhone! ” This is probably not what she had in mind, hope I did not offend; though it did get me thinking. B2B, or B2C, that is the question. What is the difference?
I put my thoughts away for a while, thinking that I was just not getting to where I wanted it to be. Then this post appeared this morning. The context is that some brands express concerns about using Social Media. There was one section which caught my eye, related to the topic at hand:
There is no difference between B2B and B2C – This one drives me crazy. What is the difference between B2B efforts and B2C efforts? Nothing other than the target and the message. We are all consumers at some point in the day unless you are that famous young cult hero thief, Colton Harris, living in the woods. The person you are trying to influence to buy is a person and a consumer. The only thing that needs to change in your efforts is your message not the platform. Again, quality messages lead to quality fans/followers/friends/connections, all of whom can help you to build you(r) Influence Stream.
I commented and suggested that there are few nuances, and that Social Media is a platform, with many channels. Funny, they have the same conversations as we do in CRM – but I digress. Getting past that, there are some great points here, worth exploring. Has the Social Individual, whether it is for business, or personal become the Social Customer – period!
If you put this in the context of one of those selling seminars we have all taken at one time or another, some interesting things pop out. As a buyer, people are more likely to trust someone who they feel is an ‘expert’ – oh and someone they know. In the eyes of the buyer, the seller must display professionalism, an understanding of the need, empathy. Finally, the seller needs to understand what is in it for them, the buyer, personally. OK, am I talking about a personal consumer, or a business consumer? Does it matter?
Even (Especially?) in a Business to Business environment, there is a significant emotional component to the sale. Do not take my word for it, there are many others smarter than me saying so. So, if you combine that with my post – Social Just Is – what do you end up with? People buying from people – people who are like them, have similar values and people they trust. The emotions might be different, but so what?
OK – so that is a bit of sales, not really touching on CRM. One of the best posts recently on the topic of Social ‘this and that’ (CRM, Business, Media) is by Esteban Kolsky. I am not sure if Esteban intended this or not, but a wonderful part of the post is what is not there; is it meant for a Business to Business audience or a Business to Consumer audience? He does not specify – because he does not need to specify. The lines are blurred.
So, such is life in the age of things move really really fast. As I was preparing to simply post this, a mostly stream of consciousness set of connected thoughts, Graham Hill, a person I have the utmost respect for posted a comment on my Posterous Blog Feel free to take a look (last comment), but my take is that the relationship side of B2B versus B2C is most definitely not the same. Will have to explore that one later.
Back to a quick conclusion: Sure, your strategy needs to consider what you actually sell. Assess what channel makes the most sense, I know that. But the end-game is the same in the decision on strategy. What are your thoughts? Where else has the consumer market had a significant impact on business purchases and how is Social ‘this and that’ a part of it?
www.warren-knight.com thanks Mitch Lieberman http://mjayliebs.wordpress.com/