An excellent online store helps customers find what they’re looking for, puts them in the mood to buy, and makes the entire checkout process quick and easy. eCommerce success hinges on your ability to understand your customers and create a fantastic shopping experience that reflects who they are, what they want, and where they come from.
You need a fully integrated CRM strategy to improve your customer experiences across all channels by linking your diverse datasets together in one system. An eCommerce CRM integration is a perfect place to start.
Read on to discover how integrating your eCommerce store with your CRM can help you target customers more effectively, understand their needs better, and make their experience with your brand even more delightful.
Table of Contents
What is CRM?
CRM software is designed to help businesses keep track of their customers and their interactions with the company. It provides a way to capture customer information, analyze customer behavior, and engage with customers to build stronger relationships. CRM is used for businesses of all types and sizes, including eCommerce sites.
CRM tools can play an essential role in any eCommerce business’ growth strategy. By collecting information about customers, you can better understand what drives them to buy.
You can tailor your product offerings to best suit their needs and marketing strategies to capture their attention. You can also use this information to continuously improve your products and strategies that keep your customers coming back for more.
There is a major increase in the popularity of cloud-based CRM solution as it comes with a low upfront cost, minimal maintenance, and robust security. The cloud CRM can be accessed from any device, anywhere, anytime, with just an internet connection.
Why is eCommerce and CRM integration important?
But CRM technology is growing and it has gone beyond reporting and automation. CRM software is now used to gain actionable insights from business growth.
CRM and eCommerce integration is important for many reasons.
- It helps online businesses to manage customer information and relationships more efficiently.
- It increases the chance of a successful sales transaction by providing relevant information about a customer before an interaction.
- It facilitates companies with a better understanding of their customer’s needs and creates more personalized products and services.
- It elevates the level of overall customer experience as eCommerce businesses can maintain uniformity in customer information and experience across all touch points.
- It helps companies to attract new customers by providing them with information about the company and its professional services that they may be specifically interested in.
How eCommerce and CRM Integration help you understand your customers better?
Full integration means multiple areas of CRM and eCommerce are functioning seamlessly together.
- CRM data feeds into eCommerce systems so that detailed customer data is always available, in real-time.
- Marketing automation rules are applied to eCommerce categories and products so that customers who buy those items will receive automated emails or other messages.
- CRM captures customer contact details in every communication channel, from emails to phone calls.
We are breaking it down further for you to understand how CRM software is instrumental in reading your customers’ minds.
Using segmentation to understand your customers
CRM is a great way to segment your customer base. CRM allows users to segment their customer base into specific buckets based on behavior, interests, demographics, etc.
When done right, CRM helps you identify new ways of marketing to segment-specific customers. It also establishes how different segments interact with various parts of your business and create a more engaged community of supporters.
Promotion and marketing improvements
When CRM systems integrate with eCommerce platforms it assists in automated email campaigns, lead capture forms, and more.
Integrating your eCommerce platform with CRM will allow you to track sales data and other metrics for improving your overall marketing strategy. CRM is also used to track email opens, website visits, social media interactions, and other key metrics. It helps you understand and improve the overall health of your marketing strategies.
Let us understand with an example. If a new lead or an existing customer shows interest in a specific product line, you can send them an email campaign to offer additional product recommendations or other promotions.
With marketing automation, you can send customers personalized offers to nudge their decision-making and shorten the sales cycle.
Saves time
With the help of CRM software, you can automate many processes of eCommerce business including customer relationship management (CRM), order management, inventory management, and other steps in the warehouse. This way, it saves your time by reducing repetitive tasks and errors in eCommerce business and streamlines business processes.
Increased productivity
The collaborative nature of CRM software makes it a wonderful tool to increase the productivity of a team, earlier working in silos. So the data captured at the digital storefront can be accessed in real-time by the back-end teams that handle pricing, promotions, fulfillment, etc.
This effective communication between different company divisions, without actually communicating and waiting for information, makes their workflow more productive. Now, they pull out the relevant customer information whenever they need it and proceed with their task at hand.
Gain a competitive advantage
When you improve your customer service, you will see improved sales as a result. Your CRM can tell you where your leads are in the customer journey.
So you can focus on their needs and target them efficiently. By doing this, you will not only improve your conversion rate, but you will also be able to gain the trust of your customers.
CRM also acts as a tool that analyzes customer information to predict their future inclinations.
For example, when CRM software for resellers points the needle towards certain products and services as future favorites, the resellers can focus on those areas to gain a competitive advantage.
Making use of customer feedback
CRM software can be used to collect customer feedback directly from your customers. With a CRM solution, you can build a feedback form that allows customers to give you feedback about your product or service.
You can then use this information to make changes to your product or service and improve your overall customer satisfaction.
In Conclusion
CRM and eCommerce integration is a popular topics among marketers today. It’s simply the process of integrating your customer database with your online store to increase customer acquisition and retention.
The most important aspect of CRM and eCommerce integration is that it allows you to collect valuable data about your customers, which can then be used to make more effective marketing decisions. You can also use this data to build a stronger brand identity and better reflect the experiences you offer your customers.
The data-driven insights lead your way to make well-informed informed decisions and increase your eCommerce sales. VARStreet offers optimized eCommerce CRM software for VARs with seamless integration and multiple benefits for modern business requirements.
