Managing an online business can be a complicated and challenging process. Unlike a physical store where customer behavior is easily observed, online interactions can be difficult to interpret.
Cart abandonments, poor ratings, and negative reviews can leave business owners wondering what went wrong. But the right data does the trick to bring the puzzle pieces together.
By using a customer relationship management (CRM) tool, you can track customer interactions across all touchpoints to gain valuable insights. With this info, businesses can create targeted and automated marketing strategies, resulting in increased customer engagement and retention.
In this blog, we’ll take a closer look at why linking your eCommerce site with a CRM system is a smart move for your business.
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What is CRM?
A Customer Relationship Management (CRM) system allows businesses to manage and analyze customer interactions and data throughout the customer lifecycle. CRM solutions automate and streamline customer service, sales, and business processes.
CRM acts as a single source of truth for businesses. It is a centralized database that stores customer information, purchase history, and communications. Businesses can consolidate this information to develop personalized experiences for their customers.
This creates a seamless experience for customers across all departments.
Benefits of CRM Integration in eCommerce
CRM applications can be beneficial to VARs operating in the eCommerce sector in a variety of ways.
Enhanced Marketing and Sales Efforts:
One of the major perks of using a CRM and eCommerce is that it helps you to get more out of your marketing and sales efforts. By collecting data on your customers’ past interactions, browsing patterns, buying habits, and more, CRM software can help you to create groups of customers who have similar characteristics.
This means you can target your marketing materials to the right people, making it more likely that they’ll be interested in what you have to say.
CRM also facilitates better collaboration between different teams within your company. By sharing data between your sales and marketing teams, you can make the whole process of selling to customers a lot smoother.
It also automates repetitive tasks like record updates, follow-up messages, workflows, and chatbot interactions, freeing up time for more important activities, like increasing sales and customer satisfaction.
Evaluating customer navigation on your website is a key advantage of integrating CRM software for resellers for eCommerce. CRM tracks customer behavior and interactions, to provide actionable insights into some crucial areas. You can see where customers are spending their time on your site and where they may be experiencing friction or confusion.
This information can help small businesses improve their website’s overall user experience. If a certain page has a high exit rate, you may find that customers aren’t finding what they’re looking for.
By identifying the problem, small businesses can take steps to optimize the page, increasing the likelihood that customers will complete a purchase and making it more user-friendly.
You can also identify patterns that may indicate a need for additional products or categories. For example, if a high number of customers are searching for a specific product or category but are unable to find it on the website, including it can boost your sales.
Enhancing the Customer Experience
Do you know what’s important for any eCommerce business? Knowing exactly what your customers want and need. If you are a value-added reseller, specialized CRM software for VARs can help you in multiple ways.
CRM helps tailor interactions with customers by understanding their preferences. It can be used for targeted communication, product recommendations, email campaigns, and real-time chat support.
This way, you can make data-driven decisions that enhance the customer experience.
Convenient Checkout Methods
Integrating a CRM system with eCommerce can simplify your customers’ checkout process. With a CRM integration, your customers can easily store their shipping and billing information.
This means they don’t have to fill out the same information again every time they make a purchase. This cuts down on the time spent by customers and makes their checkout process smooth and effortless.
Moreover, you can also offer different checkout methods like “Guest Checkout” or “One-Click Checkout” to your customers. It improves the process by eliminating the need to create an account, making checkout more convenient.
Limits Losses and Costs
Every customer is valuable in an eCommerce business. But let’s be honest, it can be tough to manually track all the leads and prioritize them. That’s where a CRM comes in handy.
You’ll never miss an opportunity by keeping track of every step of the customer journey. If a customer adds an item to their cart but doesn’t complete the purchase, the CRM sends them an email reminder with a special offer.
It makes sure you don’t miss any potential sales and keeps you on top of your customer’s shopping journey.
But it’s not just about finding new leads, a CRM can also help you figure out where things might be going wrong in your customer journey. For example, if your email open rate is low, it could mean that your subject lines aren’t catching people’s attention.
Or, if lots of people are leaving your product pages quickly, it could mean that the UI is difficult to use. Identifying these pain points can help you make changes to improve the user experience and ultimately help you save money.
If you’re ready to take your eCommerce business to the next level, consider integrating CRM software today. Don’t miss out on the advantages that CRM can bring to your eCommerce business.