Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

B2B and B2C in same CE instance

  • 1.  B2B and B2C in same CE instance

    Posted Aug 13, 2019 10:14 AM

    I'm wondering if anybody has any experience setting up B2B and B2C accounts / contacts in the same instance of Dynamics 365 CE? Meaning, have brick and mortar accounts and contacts in our CE instance, but at the same time have end customer contacts (from lead to customer) that can be managed in the same instance.

    It would be great to hear from anyone that has any experience with this type of setup

    Rodrigo Chaves

  • 2.  RE: B2B and B2C in same CE instance

    Posted Aug 19, 2019 04:09 PM
    Rodrigo, can you clarify the instance you are using and provide an example? You can have multiple contacts from various sources.

    Aaron Howell
    Associate Director, CRM Product Management
    American University

  • 3.  RE: B2B and B2C in same CE instance

    Posted Aug 20, 2019 02:36 AM
    Edited by Andrew Bibby Aug 20, 2019 02:39 AM
    Hi Rodrigo,

    I don't see this as a particular issue and have done it before. You do need to make sure you can explicitly identify each type of contact or customer, so a 'customer type' field is useful. This is so you can do reporting or analysis more easily or drive other functionality (mandatory fields, for example) depending on the type of contact or customer.

    Unless the contacts of different types need to be treated completely differently in the system, I'd be reluctant to create a new custom entity to separate out account contacts / end customer contacts because of the 'out of the box' contact functionality you might need to reproduce for the custom entity (lead-to-contact qualification, for example.)

    Having said that, if the B2B and B2C customers are very different and have different business processes, data, or even users who deal with them within your business, then splitting them out makes much more sense.

    Hope this is of use!

    Andrew Bibby
    Dynamics 365 Consultant & Project Adviser
    Evesham, UK

  • 4.  RE: B2B and B2C in same CE instance

    Posted Sep 05, 2019 03:13 PM
    ​Thanks a lot Andrew this makes a lot of sense. Would this be considered a "custom object" = customer type field if done this way?

    Rodrigo Chaves
    Project Manager
    Somerset NJ

If you've found this thread useful, dive deeper into User Group community content by role