B2B sales and customer experience
Email or WhatsApp in B2B sales
When a short message helps, when you need email and what is worth keeping in the CRM.
When a customer wants to confirm a meeting or quickly clarify a point, WhatsApp is often more convenient. In a small company, the person you are speaking to may make the decision themselves, and a short message helps you agree on the next step.
When procurement, finance and IT all need to approve a proposal, email makes it easier to share documents and track versions. Key agreements should be kept where everyone involved can find them.
In the CRM, I would record what determines the next step: who makes the decision, what we have promised, when we will follow up and where to find the latest version of the proposal.