Customer Relationship Management (CRM) is an essential part of any organization and ecommerce is not an exception. When implemented correctly, a CRM platform provides access to invaluable information about your customers and business operations. It can make your staff more efficient, act as a critical tool to guide business decisions, and, as a result, increase your bottom line.
What is CRM?
CRM is a technology that allows you to manage relationships and interactions with your current and prospective clients. It also acts as a hub that hosts your data: customers, orders, products, emails, notes, marketing campaigns and more. A CRM platform is all about managing individual relationships. This means it can help greatly improve communications with external stakeholders, such as clients and vendors, and internal stakeholders, such as your employees.
For a more expanded definition, visit CRM 101.
CRM for Ecommerce
You might think, "That's great. But I already have that information stored elsewhere and my business is doing fine as it is. Can I really expect a substantial difference by implementing a CRM solution?" The answer is absolutely! The following list gives an overview of the key benefits of CRM technology for an ecommerce business.
Collect important data
A CRM platform can reflect data from all of your sales channels, client communications and marketing efforts. This provides a powerful tool, which can be used to improve traffic, reduce cart abandonment and boost sales.
Gain better insights into the needs of your customers
A CRM platform can also help you identify trends and buying habits you might not otherwise be able to spot on your own. It acts as an excellent tool to track lead origination and conversion.
Make your teams more efficient
Likewise, because all of your data is now stored in one place, your staff no longer needs to switch from one system to another to find what they need. This saves them time and allows teams from different departments to collaborate. Additionally, you can take advantage of replacing manual processes and automating workflows.
Top CRM platforms also come with fantastic reporting and forecasting capabilities. These tools can help you with customer segmentation, identifying best-selling products, running targeted sales campaigns and much more.
Interested in learning how a CRM platform can help your business? We recommend you contact Salesforce, the world's leading CRM.