Running an online business without a CRM is a losing strategy. Customer Relationship Management software (CRM) has advanced to the point where running an online store without it is to say goodbye to real success.Why try to “wing it” when you can use analytics and data collected exclusively to improve your bottom line?
Since your store operates in a digital world, you need the ability to observe customers as they browse the products and satisfy their needs when they show up at the customer service desk. CRM for ecommerce providesthe comprehensive analytics to keep you in the loop onevery aspect of your customer’s shopping experience. But, how will that improve your bottom line? Here are some facts we’ve culled that showcase the most recent CRM statistics for 2017. They help us better understand what top features are being used the most, and how they can help you create a winning game plan for the future.
Exploring Consumer Trends
It’s quite likely that you have several different online stores/marketplaces, and it’s also likely that you’ve run into trouble combining data in order to get an overall view of your business. Sales channels are uncommunicative by nature, meaning you have to use expensive software or cumbersome manual spreadsheets to aggregate the data.
The solution lies with plugging CRM ecommerce software straight into your various sales channels. The CRM will gather customer information into one central hub in secondsm, giving you the ability to analyze trends, purchasing habits, returns patterns, where lead sources originated from, conversion rates and so much more.
The ecommerce platform you use to run your shop provides basic point of sale data, but little else. Who doesn’t need to know more than this? Isn’t it important to know what your customers are looking at, when they are buying and what they are commenting on?
With an ecommerce CRM, you will be able to collect data on the activities of all visitors to your site plus hook into Social Media to monitor what people are saying about your store. The analytics that sit on top of the data give you the information you need to strengthen your sales channels, boost conversion rates, decrease returns and devise well-informed targeted marketing strategies and sales campaigns.
Bringing the Team Together
A business works only as well as its core unit, and if your core unit is struggling with communication your business will not be successful. It’s useful to stay in touch via Skype and instant messenger, but they don’t do much when you need to integrate other software into the mix.
CRM for ecommerce with tagging and team chat functionality can seamlessly connect your players to all the resources that the CRM provides. You can chat as you work, share files, and review key pieces of data all as a connected group. This is a surefire way to optimize efficiency as well as productivity which saves time and money!
There are many ways in which leads materialize. CRMs, when properly configured, pull in a host of leads from all different sources and organizes them into categories, like newsletter submissions, new prospective clients, social media, business associates, and so on. By knowing when new leads are entering the pool and where they came from, you’re able to engage and nurture them effectively.
Customer Relationship Management tools are known for their powerful ability to more accurately assess and follow up on your leads. Knowing the details of your customer’s interests enables you to create highly targeted sales strategies to convert those leads into paying customers.
Sales Based on Trends
Ecommerce CRM tools are powerful and none may be more so than the analytics feature. If you have a large group of customers who love to shop your different selling channels, and are loyal to your brand then you should feel great about yourself. The question is,do you have the data you need to predict what they will want next and when they will want it?
CRM draws data on sales and customer activities data from your sales channels,bringing you all the important details of what your clients are interested in and when. With this data, you can devise effective seasonal selling strategies and prepare your inventory for peak times. Buying trends are delivered to you that help you refine your product line as well as improve the way that youmarket products. You’ll even have your customer’s shipping preferences that you can incorporate in sales strategies, too.
Operating with this detailed knowledge base also enables personalized marketing campaigns, discounts and coupon programs that will make your loyal base happy and attract others to the timely, hopefully trending, deals you’re offering.
The strength of CRM for ecommerce lies in its ability to collect customer data instantly through its cloud hosting platform in real time. With this technology comes the ability to control all your sales channels around the clock. By paying attention and studying the data, your sales and conversion rate will become much more consistent. Your business should be yours to control at all times,which is exactly what CRM provides you with.
Handling Customer Product Returns
This is an era where returns are expected to be easy. If you are running a business without a return policy easy for your customers,you stand to lose as much as 80% of future sales. Customers have been very clear in their desire to be able to return products easily and without any hassle. You’d expect the same treatment from any business you gave your money to, so going above and beyond in this area is certainly advisable. CRM can make this process quick and straightforward in such a way that you please the customer and lower the rate of returns.
The more you study the analytics you receive, the more you learn about each product and why it’s returned. If returns are happening more frequently than is normal, you can improve your descriptions, add images or provide videos. On top of that, you can take advantage of your CRM’s intelligence on problem customers who continuously returning products by excluding them from marketing campaigns.