B2B and B2C Customer Behavior: Analyzing Decision-Making Processes

This report provides an analysis of customer behavior, contrasting decision-making processes in Business-to-Business (B2B) and Business-to-Consumer (B2C) contexts. It highlights the key differences between B2B, which involves transactions between companies, and B2C, where businesses directly serve end consumers, focusing on aspects like relationship building, merchandise quantity, and buying processes. The report also explores various market research approaches used to understand customer demands, including problem definition, situation analysis, data interpretation, and problem-solving. Furthermore, it identifies cultural, social, personal, and psychological factors that influence customer decision-making and buying behavior, emphasizing the importance of understanding these elements for companies to enhance profitability and customer satisfaction. The report concludes that analyzing customer behavior is crucial for achieving higher profitability and ensuring customer satisfaction.

Customers Behaviour
(Task 2)

Contents
• Introduction
 Key differences of the decision-making process in the
context of B2B and B2C
 Various approaches to market research and methods of
research used for understanding the decision-making
process
 How different factors influence decision-making and
buying behavior
 Conclusion
 References

Introduction
Customs behaviour is an effective study of individuals as well
as organization activities which helps in taking final
decision of goods and services. It is based on consumer
emotional and behavioural that define the way in which the
individual make a decision about what they need and what
buy the products of the company.

Key differences of the decision-making
process in the context of B2B and B2C
Decision making process is more important for the company
to develop their process of manufacturing the products
and services for their customers. It take by the customers
towards the products so that they gather more profits in
their process. In this B2B and B2C is more effective
commercial transaction in which company maintain their
marketing activities of delivering quality services in
appropriate manner.

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B2B (Business to Business): In this process the company
deal with the business to deliver their products to the
customers. According to this form Coca Cola attain
limited profitability at the market place because the other
business also make their profit margin to the sale the
products in front of customers.
B2C (Business to Customers): It is this type of process in
which a business directly deal with the customers and
deliver them their quality services in order to achieve
higher profitability and satisfaction level ion appropriate
manner.

key differences between B2B and B2C
are as follows:
Basis B2B (Business to
Business)
B2C (Business to Customers)
Meaning Selling goods and
services between
companies is called as
business to business.
In this the sale of the goods and services are
directly to the end users as well as
customers is called B2C.
Final
customers
In business to business
the final customers is a
company in which they
offer their products to the
another company.
In this the final customers of the business is
its end users in which company deliver their
quality services to their target customers in
order to achieve better profitability.

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Main focus on The main purpose of this
activities if to make strong
relationship with other
business.
Business to customers activities is
define their quality products and
services and also focus on
producing the better quality
products because they deliver
direct to the customers in order to
get higher satisfaction level.
Merchandise of
quantity
Business have large quantity of
merchandise.
In this activity business having
small merchandise of quantity
because they direct deal with
customers.

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Relationship In this type of activities they
deal with suppliers to
manufacture, and then
wholesaler and after that they
use retail store to deliver their
products in the market.
In this process the business define
the retailer who directly deal with
the customers to offer their
services.
Buying and
selling process
Business to business having
long process of buying and
selling because they add many
mediator to sell their products in
the market place.
Business to customers having
short process because they
directly communicate as well as
sell their product to the end users
in order to get their higher
sanctification.

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Decision of
buying activity
It is based on the planned and
logical decision which is take by
the business that is totally
based on the needs.
Decision of the purchase process
is totally based on the actual
needs and desire of the
customers.
Brand value
creation
In this business define mutual
understanding and trust with
another business for the brand
value.
Advertising and promotion is one
of the best process for creation
better brand value in front of
customers.

Approaches to market research and
methods
For identifying the customers demand and needs, Coca Cola
undertake various researches so that they easily develop
satisfaction level of the customers by providing quality
products and services in appropriate manner.

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Defining the problem: It is one of the important step of the
marketing research in which the marketer define the
problems and set their effective goals and objectives in
clear manner.
Analysing the situation:
It is more important for the marketer to analysis the situation
in effective manner. It is related to the informal study
which define the problems that exist in the company.

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Situation in effective manner. In this the researcher of a
research play important role which helps to the marketing
manager to take decision about the problems.
Getting problem specific data:After analysis the data, it is
also more important for the marketer to gather as well as
getting the problems with specific data in order to identify
the problems which is faced by the customers.

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Interpreting the data:It is effective method which is define
after collecting the data which is related to the statistics.
In this it is complicated to gather information from every
person so that they use sample and effective parts which h
helps in defining the effective results of the total
population.
Solving the problem: It is last and effective stage in which
the researcher finally reach at particular decision in order
to get positive results in appropriate manner.

How different factors influence decision-
making and buying behaviour
Culture factors: It is also important which determine the
customers behaviour towards the products and services of
the Coca Cola
Social factors: These factors are also important which
influence the buying behaviour of the customers towards
the products and services.

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Personal factors: It also influence the customers behaviour
so that they take their buying decision according to them.
Psychological factors: This type of factors are strongly
influence their decision making process of the customers
and it include various elements such as motivation,
perception, learning and experience, attitude and beliefs.

Conclusion
From the above mentioned report, it can be concluded that
analysing the customers behaviour is more important for
the company to achieve higher profitability. For this
customers take better decision about the products and
services and set their final products that who buy for their
satisfaction.

References
Yi, Y. and Gong, T., 2013. Customer value co-creation
behavior: Scale development and validation. Journal of
Business Research. 66(9). pp.1279-1284.
Guo, P. and Hassin, R., 2012. Strategic behavior and social
optimization in Markovian vacation queues: the case of
heterogeneous customers. European Journal of
Operational Research. 222(2). pp.278-286.

Thank You...