Customise CRM for B2C

Customise CRM for B2C

Customise CRM for B2C

In the CRM, Business-to-Business (B2B) the business process data is populated. However, customers can customise the CRM business process for Business-to-Consumer (B2C) by using the CRM Customisation tools.

In a typical B2C business process, adding the Company's Name is optional, so before using the CRM for B2C type scenario, the System Administrator has to customise Leads, Contacts, Potentials, Quotes, Orders, and Invoices modules.

Best Examples of B2C Companies: amazon.com, ebay.com, or any company directly selling products to consumers.

B2C - New Business
B2C - Up-Selling and Cross-Selling

Procedure to customise the CRM for B2C scenario

In order to customise the CRM for the B2C scenario, instances that refer to Company or Account needs to be removed from the CRM.

Step 1: Customise Leads Page Layout

  1. Log in to your CRM account with Administrative privileges.
  2. Click Setup > Customisation > Modules.
  3. From the list of modules, click Leads.
    The Layout Editor for Leads module is displayed.
  4. Move the mouse pointer over the Company field and click the Settings icon.
  5. Uncheck Mark as required. 

    Once marked as not required, you can remove the field from the Leads layout.
  6. Move the mouse pointer over to the field and click Delete icon.
    The field is moved to the Unused Fields section. Note that the field is only hidden from the layout and not permanently deleted from the CRM.
  7. Click SaveLayout.

Step 2: Customise Potentials page layout

  1. Log in to your CRM account with Administrative privileges.
  2. Click Setup > Customisation > Modules.
  3. From the list of modules, click Deals.
    The Layout Editor for Deals module is displayed.
  4. Move the mouse pointer over to the Account Name field and click the Settings icon.
  5. Uncheck Mark as required. 

    Once marked as not required, you can remove the field from the Potentials layout.
  6. Move the mouse pointer over to the field and click Delete icon.
    The field is moved to the Unused Fields section. Note that the field is only hidden from the layout and not permanently deleted from the CRM.
  7. Click SaveLayout.

Step 3: Customise Quotes, Sales Orders, and Invoices page layout

  1. Log in to your CRM account with Administrative privileges.
  2. Click Setup > Customisation > Modules
  3. From the list of modules, select the required [Inventory] Module. (Quotes/Sales Orders/Purchase Orders/Invoices)
    The Layout Editor for the selected [Inventory] Module is displayed.
  4. Move the mouse pointer over to the Account Name field and click the Settings icon.
  5. Uncheck Mark as required. 
    Once marked as not required, you can remove the field from the [Inventory] Module layout.
  6. Move the mouse pointer over to the field and click Delete icon.
    The field is moved to the Unused Fields section. Note that the field is only hidden from the layout and not permanently deleted from the CRM.
  7. Click Save Layout.

Once the Account Name field is made an optional field, your Sales Representatives can associate business opportunities with the Contacts (Consumers) as per the B2C process.

If you are looking for a personalised walk through of the CRM implementation for the B2C process, please contact us at:


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