If you’re running an ecommerce business it becomes apparent early on that there’s no shortage of tasks.
From order fulfillment to marketing, human resources and customer relations management, you’ve got a lot on your plate.
Customer Relationship Management also known as CRM, is a crucial tool in any business. However, when we’re talking about ecommerce, it’s a whole different ball game.
Ecommerce CRM is software that allows online businesses to access, control and store customer relationship data to optimize the customer experience. In essence, it organizes everything in one place.
This “centralized repository” for consumer information is used in a way that provides customers with a more personalized experience when shopping online. It allows employees to see contact information, purchase history, emails, preferences, social media reviews, and more.
The savvy sales approach not only better connects shoppers with your brand to create more personalized interactions but improve sales and overall revenue for your business.
For B2C companies such as an ecommerce store, CRM is used to track a customer’s digital footprint as well as buying habits. The data is also used to target consumers via email marketing to reduce shopping cart abandonment.
With 2021 coming off a record-breaking year of online sales, don’t miss out on these important tips regarding ecommerce CRM software. Keep reading to learn more about what it is, how it can improve your store’s efficiency and increase your bottom line.
WHAT IS ECOMMERCE CRM SOFTWARE?
Gone are the days of cold phone calls and wide-cast emails to prospective consumers. If you want to be efficient and successful at CRM today, you’ve got to change up the game plan.
In today’s digital world, brands are competing to connect with their target audience via various social media platforms using the most interactive tools.
Consumers want to be seen, heard and provided for. That’s where modern ecommerce CRM steps in.
Ecommerce CRM software is designed to connect brands with clients via personalized communication.
Modern ecommerce CRM enables brands to automate multi-channel marketing techniques to get connected with the customers over various mediums like social media platforms to personalized landing pages, and from personalized email campaigns to targeted Google Ads.
With powerful analytic tools you can uncover customer preferences and buying patterns and come up with even more targeted and personalized marketing campaigns.
A solid CRM strategy for ecommerce businesses includes building a loyal following around your business through comprehensive and customer-oriented experiences.
HubSpot for example develops and markets software products for inbound marketing, sales, and customer service for ecommerce CRM systems. Its products and services provide tools for customer relationship management, social media marketing, content management, lead generation, web analytics, search engine optimization, live chat, and customer support.
Just like a snowflake, no two businesses are the same, which is why there’s no one-size fits all model for CRMs.
That’s why it’s important to choose an ecommerce CRM system customizable with features and functionality that meet your unique business needs.
BENEFITS OF ECOMMERCE CRM SOFTWARE
Online businesses benefit greatly from having a cloud-based repository of clients’ data which can be accessed by multiple team members from anywhere, anytime and through any device, thus greatly improving the efficiency and productivity of the team, while also empowering them to create a more customized marketing approach.
Perhaps the best value of ecommerce CRM software is being able to provide a centralized record across your business. Being able to sync all this data and make it accessible from a single place simplifies the processes and saves time.
That being said, the No. 1 benefit of ecommerce CRM is improved customer experience.
Access to detailed consumer information
A customer’s lifecycle and repeat transactions is an important aspect to measure. With ecommerce CRM software, you can identify the consumers who provide your business with the highest value and customize campaigns to target them personally.
The information provided by this type of software gives your business the inside scoop on consumer analytics such as the number of unique web visits, how many of those included adding a product to the shopping cart, the number of carts abandonments, and a lot of other things.
All this data gives you vital insights into personal preferences and shopping patterns. In the end it not only helps you get and retain customers but recover lost ones.
Speaking of customizing email marketing campaigns, CRM can be used to perform a sequence once a customer meets criteria.
By automating the various processes involved in the sales funnel. This leaves salespeople with more time to focus on their main responsibility i.e., sales and thus produce better results for the company.
This intuitive software enables businesses to automate multi-channel marketing techniques to get connected with shoppers via a myriad of mediums, including targeted Google Ads.
With these powerful analytic tools, it’s simpler and more efficient than ever for ecommerce businesses to uncover customer preferences and buying patterns.
Spending too much time on anything other than selling your product lowers business revenue.
Most of us know by now that Big Brother is watching, especially on social media. As consumers we realize this each time we log into our social profiles or make queries via search engines and receive highly targeted ads.
With CRM software you can create lists and marketing campaigns that revolve around key consumer information. Do the research that shows you how to target buyers with unique offers, give discounts to loyal customers or create a giveaway.
Ecommerce CRM software gives you the ability to create segmented clientele based on a variety of demographics, including gender, interests and spending history. This subsequently improves conversion rates.
Social media presence
Social media has become one of the most powerful branding and marketing tools for ecommerce businesses to convert browsing to sales. It allows brands to develop their image while interacting with their target audience.
Ecommerce CRM offers online businesses with an integrated social media management platform, which can effectively prove to be a game-changer for your business.
SELECTING ECOMMERCE CRM SOFTWARE
No two businesses are alike and similarly, there’s no one-size fits all CRMs. It’s important to choose an ecommerce CRM system that can be customized for your unique business needs.
Another important consideration while choosing a CRM for your ecommerce store is compatibility with existing systems and processes. The CRM software you choose should work seamlessly with software you’ve already got in place.
Implementing ecommerce CRM into your business is critical in converting first-time buyers, maintaining return customers and retaining them as loyal consumers. So, if you haven’t got a strategy in place, don’t just wing it. Consider these tips to increase profit for your online business.
Likewise, mobile accessibility must be a factor for cloud-based CRM. It’s crucial allowing access to key data on the go, which significantly improves productivity and efficiency.
The interface should be simple, meaning easy to navigate, as well as straight-forward and uncluttered. As an example, some aspects of effective CRM include high-quality images, an accurate and concise description, clear prices and visible ratings, structured categories, hassle-free and simple checkout process.
In addition, CRM software must be user-friendly and offer an interactive user experience that offers 24/7 customer support. When you’re looking to integrate a new ecommerce CRM for your ecommerce business, be sure it comes with a clean interface with easy to implement features. This will ultimately maximize sales and revenue.