B2C / B2B with Sugar (Accounts ? Contacts ? Both ?)

Hello guys,

I want to know how you handle, with Sugar, your customers that have a B2C AND B2B business.

At first, we decided to use the ACCOUNT's module to handle the customer (could be a B2B so core fields or B2C so additionnal fields for first name last name etc.) ; that way, we stay easy with core features like opportunities or cases management that are linked to the account etc.

Of course, we faced minor limitations (for instance with the outlook core plugin).

But today, with the Sugar Market solution, the contact becomes a key module and the synchronization processes are centered on this module (and the Leads one).

So on one hand, Account is the central part for Sugar and, on the other hand Contact is the central part for Sugar Market (or other Marketing automation solution).

How do you handle that ?

You duplicate the info (for the B2C) and create an Account AND a Contact ?

You use the Contact for B2C and Account/Contact for B2B so you have to customize you CRM to manage both for Cases, Opportunities etc.?

You "trick" the marketing automation tool by override the core api to query the "correct" module according to your business model ? Other way I don't think about ?

Any feedback is welcome.

Fred

Parents
  • We do duplicate the info (for the B2C) and create an Account and a Contact - but make it from the specific point of view

    While Account represents a subject of the management (Company-client in b2b and Persona-client in b2c) , we suggest treating "Contact" not as a noun  - a person that belongs to the company - but rather like a verb (to contact).
    That helps to benefit from the correct abstracts in both sell and marketing - a Contact record is a set of characteristics/credentials sales team use for contacting the Account, while a Lead is an interest in the particular product or service, expressed by some person via  the particular channel


    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

Reply
  • We do duplicate the info (for the B2C) and create an Account and a Contact - but make it from the specific point of view

    While Account represents a subject of the management (Company-client in b2b and Persona-client in b2c) , we suggest treating "Contact" not as a noun  - a person that belongs to the company - but rather like a verb (to contact).
    That helps to benefit from the correct abstracts in both sell and marketing - a Contact record is a set of characteristics/credentials sales team use for contacting the Account, while a Lead is an interest in the particular product or service, expressed by some person via  the particular channel


    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

Children
  • Hi Dmytro,

    I hope you are doing well. This is the option we were thinking about ; but of course, it means that, because the customer (B2B, B2C) are synchronized with an external solution, we have to keep the consistency between two records (contact and account), and the same if the contact is updated (for instance from Sugar Market).

    Fred