The beginner’s guide to B2C CRM

This guide introduces B2C brands to the fundamentals of customer relationship management (CRM) in the digital age, emphasizing the importance of owning first-party data to build stronger, more personalized customer connections. Unlike traditional CRMs designed for B2B sales cycles, a B2C CRM focuses on delivering real-time, omnichannel engagement at scale. The document highlights how a modern B2C CRM helps businesses centralize customer data, segment audiences intelligently, and automate marketing efforts—all to drive higher lifetime value and customer retention.

• B2C CRMs are built for real-time, personalized marketing—not sales pipelines.
• First-party data is essential for effective audience segmentation and targeting.
• A modern B2C CRM integrates email, SMS, and ecommerce platforms.