As the competition between online retailers becomes fiercer, many businesses seek CRM for eCommerce to revolutionize their customer experience and beat their competitors.
The success of an eCommerce business depends greatly on customer satisfaction. Customers are getting lazy to change the online retailer. Once customers have a good experience, they will keep buying from their preferred retailer. Moreover, they will be valuable advocacies and bring their friends to your online store.
Besides, due to COVID-19, the demand for online shopping has surged sharply. This brought more pressure on the eCommerce business operations in many fields, such as sales, customer service, and marketing. Thus, it is necessary to have a solution that can automate and streamline the processes, thereby enhancing the winning customer experience.
This is the room for Customer relationship management (CRM). CRM customized for eCommerce businesses can provide specialized tools that help retailers to overcome those challenges.
What Is Customer Relationship Management Software?
CRM can help you gathers data from multi-channels, including eCommerce stores, marketing platforms, and payment processors. The data might include customer contact details, sales numbers, account information, customer care, promotion activities. Then all the data are put in one place to compare, organize, and analyzed
Moreover, with CRM, all your team can access to full data that serves their task. Customer care can have a proper view about customers and the status with some clicks, thereby provide more personalized and faster support. Sales can have real-time updated data to predict trends, build and manage the sales campaign easily.
Below are more detailed benefits that CRM for eCommerce can bring to businesses.
How Do Ecommerce Businesses Take Advantage From CRM Software?
Customer relationship management applications can have a profound impact on the health of customer relationships and the efficiency and productivity of sales and marketing teams, such as:
1. Sharing Data To All Stakeholders
CRMs centralize data, allowing anyone to accesses and analyze for taking actions. Developers can use CRM data to design and build new features for better user experiences and conversion rates. Customer support and sales professionals use CRMs to track and manage interactions with customers. Marketing professionals segment CRM data to build more personalized campaigns, as we’ll discuss in a moment. Executives use CRMs to build and monitor reports that provide a data-driven overview of their business to make more effective decisions.
2. Optimize Marketing Performance
Have you ever wonder how you could receive emails offering discount rates for the item you saw on an eCommerce site or even put them into the shopping cart already? Moreover, you sometimes received emails suggesting you buy additional gadgets for the laptop you just ordered before. That’s the art of segmenting customer data – one of the key CRM features.
With the data from CRM, marketing professionals can see shopping trends, customer behavior and identify the opportunities for more sales. Thus, they can produce more personalized marketing campaigns that can engage new customers and increase retention.
3. More productive customer care
Fast and helpful customer service is what customers expect from you. Your customer service quality is the decisive key to getting a customer back and enhancing your branding.
The best CRM software integrates help desk software and other support tools, providing a comprehensive picture of a customer’s interactions with the business. These data can facilitate your customer supporting the team to provide accurate support and resolve issues more quickly.
4. Complete Payment Data
If your site is supporting multiple payment channels, analyzing payment data at once can be difficult. With CRM, you can manage everything relating to payment from invoicing and billing to payment failures. You can even integrate your CRM with a payment gateway.
Advanced analytics in CRM can track payment trends, empowering you with the ability to analyze:
- Best revenue sources
- Highest value customers
- Many metrics that can help you customize your services
5. Monitor Order Management At One Place
The competition of eCommerce is getting fiercer with the speed of delivery. The more effectively you manage the order process and deliver the products to customers faster, the more loyalty and brand love you can earn.
CRM allows you to manage the entire order process from lead generation all the way through to revenue. You can view and act upon order placement, order processing, shipment tracking, delivery, and customer feedback. Moreover, this data will be a valuable source to help you keep improving your process.
CRM for eCommerce business is on the tide to ensure competitiveness and growth. With CRM, you can have a full picture of your customers to understand them better and increase efficiency in building relationships with your customers.