HOW CRM CAN BENEFIT ECOMMERCE BUSINESSES

PostedOn: 2018-04-18 11:58:28

What was once something that only a small portion of the population did, is now a shopping staple. That thing is ecommerce shopping. Shopping online has become increasingly popular over the years because of its convenience for many shoppers. Being able to purchase desired items at home as well as having them delivered there too takes the hassle out of shopping at brick and mortar stores. It also allows shoppers to find items that may be difficult to find in store. Over the years ecommerce has become such a popular form of shopping that it has even caused a significance drop with in store shopping.

With this form of shopping becoming such a standard, it is important for business owners to know how to properly market and operate their businesses.

1. Access to relevant customer information

CRM systems can give you information about your customers that will allow you to better market toward them. Information such as items that customers purchased and searched for while on your site. You can even learn when customers placed items into their online carts but didn’t purchase them. Knowing this information can help you do several things as a business owner. You can send automated messages to your customers reminding them that they have items in their carts that they should consider purchasing before it is too late. You can also send emails of sales on the items that they purchase frequently.

2. Customer Segmentation

Customer segmentation allows CRM users to group their customers by gender, interests, spending history and other avenues in which they share similarities. The special thing about this feature is that CRM users can group them and search for the best ways to market toward each grouping. Not only can you best market, you can also communicate with them better too. The segmentation allows users to learn customer patterns and to develop a more personalized customer service experience, which customers will appreciate.

3. Nurturing Leads

With customer relationship management software, you can find leads in many forms such as newsletters, social media and through your sales representatives. Those leads can be placed into your CRM software for future use. When it comes to nurturing those leads, you are able to build and establish a relationship with customers over time based on the information that you already know about them. Sending emails or other forms of contact about information that is of interest to them and providing exceptional customer service helps develop client/customer trust. With CRM, you can learn relevant customer information about those leads and best market and communicate toward them.

4. Providing Customer Support

By knowing specific pieces of information about your customer, you can provide to them the specific kind of customer support they need. Based on items that they have purchased before and their previous contact with your business, you as a business owner can become privy to what they need before they even reach out to you. Great customer service doesn’t just begin and end when a customer is thinking of purchasing an item, it can also extend to after sales support. Reaching out to a customer to make sure they are satisfied with their order helps to close a sales cycle on a positive note.