The Customer Data Models for B2B2C supports complex business models with multi-level customer relationships. This model can be used to support employees of a business customer or end consumers of a business customer.

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Overview

Organizations have complex business models with multi-level relationships. These complex structures often exist between an organization and the end consumers. In the B2B model, while organizations do business directly with other organizations (business customers), the users of the service provided can be different. A user can be a direct customer (B2C), or a business customers' customer (B2B2C), or a business customer's employee (B2B2E).

With the business-to-business-to-consumer (B2B2C) model, you can support business customers and third-party channel partners who, in turn, support the end consumers. This model can be used to support:

  • Employees of a business customer.
  • End consumers of a business customer.
Infographic showing supported business relationships between a company and its direct or business customers. For a text description, refer to the text that follows.
The business-to-business-to-consumer (B2B2C) data model supports different multi-level relationships between a company and the following types of customers:
  • Direct customer: B2C
  • Business customer: B2B
    • Business customer's customer: B2B2C
    • Business customer's employee: B2B2E

For details on the advantages of using the B2B2C Data Model application, see the text that follows in the Benefits section.

Benefits

  • Enable service providers to manage all interactions and cases when the end consumer needs customer service.
  • Enable service provider to have a complete view of the end consumers where they hold the relationship as direct customers (B2C) or through a business customer (B2B2C).
  • Reduce costs by enabling self-service for various relationships (B2C, B2B2C, B2B2E).

To get started with this application, see Configure Customer Data Models for B2B2C.

To use this application, see Using Customer Data Models for B2B2C.