With the rapid growth of e-commerce and online shopping in recent years, customer relationship management (CRM) technology has evolved at lightning speed. Today, many of the leading CRM solution providers understand the development of the e-commerce industry as one of the hottest modern business models and will offer a wide range of features designed and tailored for online selling. If you work in e-commerce or run an e-commerce business, here are some of the reasons why you should be using a CRM.
#1. Customer Segmentation
You’ve probably experienced having your social media feeds filled with highly relevant sponsored ads as soon as you’ve searched for a certain thing online. And, if you’ve not managed to find what you’re looking for, chances are you end up clicking on some of these ads in a bid to see if they’re offering the solution that you need. Social media is are able to display ads that we are most likely to click by learning about our search patterns – and it works. So, if you’re running an online business, you’d want to replicate this with your customers. CRMs allow you to view customer groups that are segmented by important data such as age, gender, and interests, to allow you to communicate with them in the most effective way.
#2. Gain Access to Relevant Information
How many times has a customer visited your online store, but left without placing an order – or even worse, abandoned items in their cart? You can now get certain e-commerce CRM systems that allow you to gain deep and important insights into such data, which in turn, allows you to take appropriate actions to avoid this from happening before it is too late. And with the average cart abandonment rate at a whopping almost 70%, it’s a very useful tool to have.
#3. Use Time More Effectively
Did you know that sales agents only spend around 11% of their time on actual selling? In fact, a greater portion of their time ends up being spent on administrative issues and solving other problems. Using a CRM system that’s designed for e-commerce means that you can take advantage of a wide variety of self-service processes, which can save a great deal of time for your sales agents, allowing them to place more focus on their main job.
#4. Centralized Social Media Interactions
If you’re running an e-commerce business, chances are that you’re actively managing your social media pages. And, a large part of e-commerce business comes through social media ad campaigns and referrals. In addition, social media tends to be a huge source of customer queries, with your responses to these being imperative in how customers judge the level of service you provide. Over 40% of customers expect a response on social media in less than an hour, and you can achieve this by leveraging the powerful social media interaction tools provided by many e-commerce CRM systems.
Customer relationship management can help you better manage interactions, understand and provide a great experience to your e-commerce customers.