What is B2C CRM? 7 best software in 2025

The nature of CRM software is connecting businesses to their customers, but for B2C teams, choosing the right CRM couldn’t be more important. Unlike B2B teams that have longer sales cycles, B2C companies need to focus on closing sales quickly, so the solution they choose needs to help them work as swiftly as possible.

While the CRMs themselves may look the same on the surface, B2C teams need to look out for specific features and capabilities in software to make sure they’re getting the most out of a platform. Understanding the difference between the two is essential to set your sales, marketing, and service teams off on the right path.

In this post, we’ll examine B2C CRMs and see where they differ from B2B platforms, including features to look for, the best options on the market, and how platforms like monday CRM are helping B2C teams improve client interactions.

What is B2C CRM?

A customer relationship management (CRM) platform for B2C, or business to customer, is a platform that helps companies facilitate and maximize customer interactions. B2C CRMs can be used by multiple teams, such as sales, marketing, and service, to manage communication, data collection, and engagement.

A B2C CRM allows your sales team to do more than just store customer data but actually utilize it to inform sales and marketing strategies.

When selling directly to customers, B2C CRM solutions make it possible for teams to understand each customer individually to personalize every sales experience.

Why are B2C CRMs so important?

It’s almost impossible to imagine certain businesses selling to customers without having some sort of CRM software to make selling easier. Good B2C CRM software allows sales and marketing teams to get the insights they need to sell smarter so that they understand what each customer is looking for based on a wealth of data.

Not only that, but these platforms help businesses work more efficiently by automating tasks so that sales, service, and marketing teams can focus more of their time on building strong customer relationships and closing sales.

B2C vs. B2B: How are they different?

B2C and B2B companies operate differently from one another, so they each need a platform that complements their sales cycle and marketing campaigns. Some factors to consider when looking at B2B vs B2C CRMs include:

• Number of leads: B2C businesses usually have a lot more leads and customers for smaller sales, while B2B businesses focus on bigger ticket deals
• Marketing campaigns: B2C companies are marketing to individual customers instead of corporations or decision-makers in a company
• Sales lifecycle: The pipeline of getting a lead to closing it is generally a lot shorter for B2C businesses and doesn’t require as complex, long-term lead management
• Integrations: B2C businesses need to integrate social media, e-commerce, and other apps to funnel all customers and leads to one platform

Oftentimes, a specific CRM platform can fit both B2B and B2C businesses, depending on how you configure it. Rather than looking for specific B2C CRMs, look for a platform that’s flexible, customizable, and has the features you need to enhance your existing processes and sales strategies.

Looking for B2B CRM suggestions? Have a look at our roundup of B2B CRM platforms here.

The advantages of using a B2C CRM

Aside from contact management and sorting through leads, CRMs bring a lot of benefits to B2C businesses. When working with a shorter sales cycle, it’s essential to be as efficient as possible with planning and outreach, and a B2C CRM helps teams get there. Here’s a look at some of the main ways B2C companies can benefit from a CRM solution:

Improve customer satisfaction

Keeping track of every contact allows your team to work in a more intentional, organized way, which translates to more efficient targeting and segmentation. Customers are likely to feel more satisfied with your service and products when they get timely communications and relevant service.

Better inter-department collaboration

Sales and marketing teams can collaborate seamlessly on the campaign to sale pipeline with overviews of where each lead is in the sales cycle. Teams can send instant notifications to one another so that nothing gets lost, and they can track communication so that everything is in one place.

Gather reliable data for making decisions

With real-time data and analytics, you can instantly see which sales strategies are working and how your team is performing. With these insights, you can better understand what’s working for your leads, what processes need to be improved, and make decisions based on real data.

Personalize customer experience

B2C customers want a personalized experience from brands, and with a B2C CRM, you can gather the data and historical trends you need to curate an individual experience for each lead, whether it’s through personalized messaging or targeted product recommendations for individual customers.

Retain more customers

Studies show that 47% of businesses saw their retention rates increase when using a CRM. For B2C sales, where the sales lifecycle is shorter, repeat business and fostering customer loyalty are essential to retaining more clients, and CRMs help you achieve that through personalization and targeted campaigns.

Choosing the best B2C CRM: Features to look for

Selecting the right CRM for your B2C business comes down to the functionality your team needs. Start by creating a list of business goals your company wants to accomplish through the use of a CRM, and then connect them to the most important features you’ll need in a CRM, like the ones below.

• Contact, lead, and account management: Organize customer information, track interactions, and help nurture leads throughout the sales funnel
• Pipeline tracking: Access a visual overview of where potential customers are in the sales process to ensure timely follow-ups and conversions
• Reporting and analytics: Get invaluable insights into customer behavior, sales performance, and marketing efforts to optimize sales management and marketing campaign strategies
• Integrations: Connect with marketing, social media, e-commerce, and customer service tools to sync multiple customer touchpoints into one platform
• AI-powered automations: Reduce manual tasks by using AI to automate lead scoring, follow-ups, and customer interactions to continuously nurture relationships
• Multichannel communication: Keep track of messages and engage with customers through email, phone, chat, or social media for a seamless customer experience

Top 7 B2C CRM solutions

There are many different B2C CRM options on the market, but understanding which one is right for your business takes a bit of research. We’ve collected the top seven B2C CRM solutions that can fit a variety of different teams and business sizes, from small businesses to larger enterprises.

1. monday CRM

monday CRM is a leading B2C platform thanks to its visual interface and vast customization options, which allow businesses to create tailored workflows and sales pipelines. Its AI-driven automation features help manage large lead volumes efficiently, ensuring timely follow-ups and reducing manual tasks. The platform also integrates with 200+ apps and work tools, so tracking customer interactions across multiple channels is simple and intuitive.

• AI helps teams automate repetitive work like lead nurturing and email composition
• Detailed visual dashboards give teams real-time insights into business performance and sales
• Build custom work sequences from communications to task reminders to keep the sales funnel moving

2. Zoho CRM

Zoho CRM is an easy-to-use solution with a lot of AI-powered features that enhance lead management and engagement. Zoho CRM supports omnichannel communications so that businesses can seamlessly interact with customers via email, chat, social media, and phone. The built-in automation tools help businesses nurture leads effectively and personalize interactions.

• Engage with customers across various platforms with omnichannel communication
• Zia, the AI assistant, helps with actionable insights and predictive analytics to effectively prioritize and nurture leads
• Automate marketing workflows to streamline customer interactions and improve conversion rates

3. Salesforce

Salesforce is a powerful and highly scalable CRM that offers deep customer insights and advanced automation, making it ideal for B2C businesses handling large customer bases. Its AI-driven analytics help businesses personalize customer interactions, and the robust automation tools help with high-volume lead management.

• Einstein, the AI assistant, helps teams build workflow automations and access powerful insights to personalize customer engagement
• Automate lead management sequences to handle a high volume of customer interactions
• Integrate with hundreds of marketing, e-commerce, and customer service platforms for a unified customer experience

4. HubSpot CRM

HubSpot CRM offers a free CRM with basic features, including some built-in marketing automation and customer engagement tools. The intuitive interface makes it easy to manage leads, segment customers, and manage email marketing campaigns. HubSpot CRM also integrates with social media and customer support tools, making it easy to sync data across platforms.

• Powerful automation features for lead nurturing and engagement
• Built-in live chat software helps B2C teams capture leads and engage customers directly from the platform
• AI-powered email writer makes it quick to send personalized messages

5. Freshsales

Freshsales is an AI-driven CRM for B2C businesses that need automation and built-in communication tools. Its features for predictive contact scoring help businesses prioritize high-value leads, while its omnichannel communication features allow seamless interactions via email, chat, and phone.

• Freddy AI, the AI assistant, helps teams score leads so that sales reps can focus on the most promising prospects
• Control how you view leads and contacts with a drag-and-drop interface for simple organization
• Automates follow-ups and repetitive tasks to improve responsiveness and efficiency

6. Pipedrive

Pipedrive is a sales-focused CRM that works well for B2C businesses looking to optimize their sales pipelines and conversion rates. Its visual interface makes it easy to track customer interactions and move leads through the sales funnel. With automation tools and AI-powered recommendations, businesses can streamline their sales efforts and increase conversions.

• Visualize your sales pipeline to clearly track leads, sales, and customer interactions
• Automate follow-ups, reminders, and lead nurturing to improve conversion rates
• Enrich contact data with smart insights to better understand your customers

7. Insightly

Insightly is a good option for small and mid-sized B2C businesses that need a straightforward CRM platform. With tools for customer relationship tracking, workflow automation, and marketing integrations, Insightly makes lead management simple. The platform offers detailed reporting and analytics to refine sales and customer engagement strategies.

• Drive, assign, and route leads to the right sales agents with automations
• Personalize the customer journey with insights, A/B testing, and customizable templates
• Integrate sales, marketing, and service workflows on one platform

Drive more sales with monday CRM’s B2C AI features

When it comes to selling to customers, it’s critical to have a platform you can rely on. A reliable CRM solution isn’t only a platform that’s packed with features but also flexible, easy to use, and customizable to your existing workflows. monday CRM offers B2C businesses a customizable solution with a straightforward interface for a smooth user experience with software that can handle thousands of contacts and leads.

Thanks to advanced AI features, monday CRM also helps teams work smarter to make the most of every lead and opportunity. Advanced AI features make it easy for teams to boost their sales strategies and marketing campaigns with a continuous flow of reliable, real-time data. Here’s a more detailed look at some of the main features that B2C teams will love.

Personalize emails in an instant with AI composition

Let AI do all the work when it comes to writing emails to customers and new leads. Work faster by having AI suggest personalizations based on data, customer history, and trends so that you can still send customized emails in less time.

Use AI to analyze sentiment to prioritize contacts

monday CRM’s AI can provide insights into how new leads and existing contacts feel towards your product or services. Armed with these insights, you can preemptively engage contacts at the right time to avoid churn and retain more clients.

Enrich and manage incoming leads with AI insights

Use AI to autofill lead details, such as company data and even suggested discovery questions. You can also get notified when leads open your messages and easily set AI-powered automations to schedule follow-ups for consistent nurturing.

Access real-time dashboards to monitor progress

With monday CRM’s real-time dashboards, reports, and sales forecasts, you’ll never be in the dark when it comes to your sales performance. Get a broad overview or drill down to the small details on individual performance, sales that are stuck, and comparisons to projected targets.

B2C CRM in action: How monday CRM helped Ray White improve client interactions

B2C businesses come in all shapes and sizes. Any business that interacts with customers rather than businesses as their end users is operating on a B2C business model. Real estate is a perfect example of that as agents are constantly interacting with customers interested in purchasing or renting property.

Ray White, a real estate enterprise with 880 offices in Australia and Asia, was struggling to find a CRM that could fit its needs and work with its existing workflows. After being introduced to monday CRM, the Ray White team was able to customize the platform to fit the needs of its day-to-day activities.

With busy real estate agents and thousands of customers spread out over multiple countries, it was challenging for the company to consistently nurture each client and follow up during long real estate processes. Thanks to monday CRM, the team was able to set up automations to continuously nurture leads and customers, freeing agents up to focus on other work.

The company set up notifications to get reminders to follow up after clients went through inspections. Here’s how the real estate company also benefitted from implementing monday CRM:

• The company created 1,300 custom automations on one platform alone to improve workflows, notifications, prompts, and customer emails for up to three years
• Ray White set up an automated email to all its customers during the tax season to inform them of how to handle their assets
• The real estate business used monday CRM to centralize business processes, property videos, and checklists

The result? After implementing monday CRM, Ray White saw a 70% increase in efficiency thanks to automating administrative tasks, removing the burden from real estate agents. With the right B2C CRM, the sky’s the limit on what teams like Ray White can accomplish.

Keep your customers engaged with the right CRM

The right B2C CRM will not only ensure your business can work effectively internally but, more importantly, put engaging clients on auto-pilot so that they’re ready and warm when it comes time to sell. monday CRM gives B2C teams the best of both worlds with a platform that users find easy to use and customizable enough to handle any workload and processes.

With monday CRM’s AI-powered solution that scales as your business grows, your team will always be ready to evolve and stay ahead of the competition.