CRM is a shorthand for Customer Relationship Management. For the purpose of improving business relationships, the businesses adopt practices, strategies and technology to manage and analyze customer interactions which will be profitable in terms of customer retention and driving sales growth.
In any type business it’s essential to do follow ups with all clients by sending them regular emails, texts and social media posts about recent upgrades, new feature additions, abandon cart emails and even if you don’t have any news to share with them just drop a quick note about asking how they are doing with your product.
CRM systems give the complete data to your team regarding the customer’s buying history, preferences and concerns.
It’s rare to find a combination of helpdesks and CRMs. Many companies offer support services but they fail when it comes to CRM.
When you’re looking for a CRM for your ecommerce business we recommend finding an all in one solution. There’s products like Hubspot that offers a combination of tools, helpdesk, email marketing and more to keep your business running on autopilot. Some other things to consider are;
- Ticket management systems which ensures resolving queries within fastest possible time.
- Helpdesk to reduce the volume of support requests due to the presence of knowledge base from where customers can get instant information underlying in different articles.
- Automating the work process with ready to use , canned responses, event and triggers which surely saves time and get in back to the customers faster with a quick response.
- Assures management of leads and you will not be able to miss a single valuable client.
Find What Works For You:
A complete CRM for e-commerce (or any web based business for that matter) should cover the following;
1) Gather user knowledge that tells you who the user is, activity history on your website, buying interests (based on browsing pattern, purchases), how loyal they are etc.
2) Segment users based on a various parameters – users from Texas who logged in last month but didn’t make a purchase, users who abandoned shopping cart today, etc.
3) Engage automatically – This is perhaps the most critical part. Once you segment the users, you need to engage with each of those segments in different ways. Ideally, it should all be automated.
You should be able to define Rules like:
– For everyone who purchased a laptop, send an email with offers on accessories after a week, and for all those who click the email link but don’t buy in 2 days, send a further discount coupon email.
– For all people who abandoned shopping cart, show this popup message when they log in next time with a coupon.
… and the CRM should handle all of it.
This automated engagement needs to happen via Email, On your website/app (with popups/messages) , and social media.
Your CRM system should track all leads, tickets and inquiries in an easy to read format. You should be able to type the first letter of your clients name and show all of their contact information.
Some software even will show you their IP address, location and what pages of your website they visit. You can use the information to create new landing pages, split test and even use it when you follow-up.
CRM softwares can bring all information related to customers and their orders onto a single dashboard, thereby eliminating the need for checking multiple tabs or devices. A CRM tool should also allow customers to send chat messages instantly against their orders by using a mobile.
The E-commerce CRM tool should be able to update details automatically from the back end so the next time the same customer makes a purchase, all his details would be updated without any error.
You should also be able to perform operational tasks at both the call center and at the field for managing product deliveries.
Research shows that personalized email templates with catchy subject line produces more reader engagement and will help keep your emails in the inbox. Ideally you’ll want your tool to send customized emails based on your target audience.
Any CRM system will be effective and become indispensable in the business of the company, if the choice is made taking into account the individual characteristics of the enterprise. That’s why you should know all the information and choose the best platform for your business.
You’ll want to keep in mind integrations, future updates and making sure the software can grow with your business. Think about having to switch when you have thousands of customers in your list. Plan ahead and make sure to find the best solution that fits with your business going forward.