1. IA and B2C Interaction Presented by: Ran Xu

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

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

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. CRM MarketingCustomer service and support Social mediaSmall businessAppointments 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. track clicks, responses, leads and deals with email, search, social media, telephone and direct mail used to create, assign and manage requests made by customers and to identify and reward loyal customers over a period of time to allow businesses to make more accurate decisions on which products to supply Non-profit and membership-based help track constituents, fund- raising, demographics, membership levels, membership directories, volunteering and communication with individuals. 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

14. 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.

15. Live Chat

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

18. Forum

20. References http://online.wsj.com/news/articles/SB100014240527023 03661404579177833662380934 http://www.nytimes.com/2013/11/12/business/internation al/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_mana gement http://en.wikipedia.org/wiki/Sales http://en.wikipedia.org/wiki/Live_chat http://www.youtube.com/watch?v=7me7mjvTiTI

21. Questions ？