CRM may be the term that every E-commerce business has often come across. In this blog, we will go through some of the points that shows the importance and benefits of CRM in an E-commerce business. Also, we will be looking at some examples that how you leverage the advantages of CRM in your business. The blog will be covering the following attributes;
- Introduction to CRM
- Defining CRM for E-commerce Business
- What to Expect From a CRM for E-Commerce
- Examples of the Leveraged Benefits
So, let’s begin!
Introduction To CRM
As we know, CRM stands for “Customer Relationship Management” and refers to all strategies, techniques, tools, and technologies used by organizations for developing, retaining, and acquiring customers. It consists of features like Analytics, Integration, Quote to Cart, Purchase Quote, Real time revenue reports, Run Surveys, Customer Support Ticketing System, etc.
The CRM ensures that every step involved in the interactions with the customers go smoothly and efficiently so as to enhance the overall revenue of the company. The software gathers the customer’s data from multiple data points. Hence, a CRM stores detailed information on overall purchase history, personal information, and even behavior patterns of the purchasing made by the customers.
So, this was a general definition of what CRM is all about. Now let’s have a look at the CRM that specifically designed for an E-Commerce business.
Defining CRM for E-Commerce
The concept of E-Commerce CRM refers to the software solution that is specifically dedicated to the activity of an E-commerce business. It is a solution that not only augments the customer data with transactional data but also collects the data that is relating to the behavior of the visits to the business website.
Depending upon the structure of the business, an E-commerce CRM solution can include marketing and communication automation functions along with connectors that can help the businesses to connect with software solution of similar type.
The CRM for E-Commerce is specifically useful when considering an organization who sells directly through the E-Commerce platform. However, if the distribution is on various channels, the data is logically integrated into a global level environment which, depending on the case, will be considered as a DMP (Data Management Platform) or even a CDP (Customer Data Platform).
Well, in an E-Commerce business, tracking customer interactions can be extremely challenging, especially if you have more than a few names in your customer bucket. This is where CRM for e-Commerce comes into the play. These systems centralize and store the massive volumes of customer and prospect data – from contact history to social media activity- and makes them available to the decision makers of the organization in the form of real-time analytics. Businesses can then analyze and leverage the information to enhance and improve the following:
- Customer Service
- Digital Commerce Activities
You might be thinking that what are the benefits that your business can leverage for a better revenue generation? So, without making you wait any longer, let’s have a look at the benefits that your business can get from CRM for e-Commerce.
What to Expect From a CRM for E-Commerce
The benefits that your E-Commerce business can enjoy through the exclusive CRM solution are quite wide-ranging. They scale from the higher level of customer engagement, loyalty, and revenue to lower costs and smarter consumer-facing activities. Below are some of the fruitful benefits of CRM for E-Commerce for you to explore;
Awareness of Your Web Customer Needs
With the help of CRM for E-Commerce, your business can have in-depth insight into customer’s need. Communication and buying histories along with the pattern of search and purchase can help marketing and support managers to design a strategy that can boost up the efficiency and performance of the business in the market.
Effective Business Data Management
There is no need to spend time on the search for the required contact or document. CRM for E-Commerce enables a comprehensive data arrangement and linking of data according to the relations between the different types of records.
Initially, sales managers were focused only on the transactions and wasted quite a lot of time on tracking buyer’s activities and sending follow-ups. With CRM for E-Commerce, businesses can now automate the follow-ups emails and report building. Apart from various content, E-Commerce businesses can also schedule time boundaries.
Improve Customer Loyalty
The additional features incorporated in CRM for E-Commerce will help businesses to provide their buyers with precise, and the utmost important, secure hosting. It also enables the businesses to detect and preempt the fraudulent transactions, along with easy check-out process. As a trend or I should say customer-centric rule, customers have the most common question that they seek an answer on an urgent basis, and that is – where’s my order?’. The clients will be pleased with your intuitive order status and comprehensive history lookups. This, as a result, generates a trust factor that makes them return to your E-Commerce website repeatedly.
Why don’t we see some of the examples so that you can have a crystal clear image about how you can leverage the benefits of CRM for E-Commerce.
CRM for E-commerce makes it very easy for businesses to run an email marketing campaign. It provides every possible tool that is required to execute, manage, and monitor your marketing campaigns and activities. The CRM sends email and newsletter, then track the customers’ response while capturing the leads from the website and automatically adds them to the list of prospects of marketing campaigns. The solution makes it convenient for your marketing team to collect and record marketing opt-in consents from your contacts, and keep an auditable log of consent.
CRM and Online Sales
Doing manual data entry is one of the biggest productivity-killers for the sales in an E-commerce business. With the help of CRM for E-Commerce, you can automate many tasks such as repetitive admin tasks, so that your team can spend less time in typing and more time is plotting the optimum sales strategies for your business. It helps the stakeholders to build a standardized sales process, which in-turns helps your team with a step-by-step roadmap for closing deals and helps to reduce the length of your sales cycle. With an optimum CRM for E-Commerce you can;
- Constantly improve your sales methods
- Accurately predict your sales
- Get new hires up to speed quickly
- Provide a better customer experience
An E-Commerce business has to deal with tons of customers on a regular basis. In order to attract, sell and follow-up the customer in an efficient way, CRM for E-commerce provides flexibility to businesses to organize deals and coupons for the customers.
I believe, that with these examples, you can understand how a CRM for E-Commerce can benefit your E-Commerce business. I and my team understand the importance of a CRM for an E-Commerce business. Keeping this in mind we have built a perfect CRM that can help your business to improve the process workflows and generate a better revenue for your business.
About AuroCRM –
AuroCRM is a platform that can be customized and tailored according to the business models of the clients or as the time demands. With in-built integration to various 3rd-party apps, it is powered by multiple workflow automation tools that can simplify the crucial tasks for an E-Commerce business. It is world’s first free open-source CRM with no fees, no subscriptions, and unlimited user access. The platform can help you to enhance your sale by powering sales, accounting, marketing, and management teams with the information without any additional cost. It also helps the businesses to secure their crucial data in a cloud-based server able to counter the security threats, even the latest ones.