How to boost your ecommerce business with CRM
Are you looking to boost your online business, drive more sales, and make the most out of your customer relationships? Customer relationship management (CRM) is the key to unlocking customer insights that will help drive your online business' future success.
How does it work?
Most ecommerce platforms allow you to collect customer data. The CRM component of your software allows you to gather data from every interaction your business has with customers, including purchases made, questions they've asked and products they added to their cart but never ended up purchasing.
Having an ecommerce platform with some built-in CRM capabilities can help you gain a better understanding of customers' needs and pain points, and how you can capture more value from the relationship.
Not sure how to go about it? We've created this handy guide to show how you can use your customer data from your ecommerce store to create real, meaningful insights from consumer data.
What should you be using your CRM for?
Tracking loyalty
With your ecommerce CRM, you can track customer visits and purchases to see who your most frequent customers are. To encourage repeat business, you can create a loyalty system that rewards returning customers with points they can use in future purchases.
Tracking communication
Every customer wants to feel heard. Having a CRM system in place makes it much easier to track customers' communications with you – such as comments, questions and complaints – you can then use data to determine the best way to communicate with them.
Create target messaging
By tracking search and purchase behaviour, ecommerce CRM helps you discover each customer's favourite products. This allows you to send targeted emails recommending products highly relevant to the customer, such as a product that will complement a recent purchase.
Measure customer life cycle
Customers tend to drift away from businesses without regular, relevant engagement. Knowing how long your customers continue to use your online business helps you determine when to send follow-up communications to retain them, or to win them back if their loyalty has lapsed.
Identify your high-value customers
eCommerce platforms with some inbuilt CRM features can help you categorise your customers according to purchase frequency, average spend and more, to identify your most valuable customers.
Store customer information
Using CRM for ecommerce allows you to store customers' payment and shipping details for their convenience, streamlining the buying process for future purchases.
Make strategic decisions
All of this data gives you valuable insight into your customers. Using your CRM, you can know which products are selling to which customers, and build targeted campaigns that will resonate with your customers and give you a stronger return on investment.
Optimise your CRM with Neto
By helping you track customer behaviour and communications, store customer information, identify high-value customers and create targeted campaigns, CRM is your key to cultivating loyal, long-term customers.
Neto provides excellent ecommerce CRM solution for whatever challenges your business may face, whether you are looking to start your first business, expand your offline business to online, or take your online business to the next level. If you are looking for greater CRM capability, check out some of the CRMs we integrate with.
