In this internet age, more consumers are seeing the benefits of online shopping everyday. Major players such as the likes of Amazon and Walmart are taking in huge financial benefits from this shift. However, smaller businesses are finding it hard to stand out and make people aware of their unique offerings and sometimes a more personalized service. Customer Relationship Management (CRM) systems can help them with just that.
We will discuss how CRM helps improve modern eCommerce businesses.
1. Consumers are on the lookout for choices
This doesn’t end with having a diverse portfolio of products, consumers don’t want choices only based on the offerings. Modern customers want to interact with their social circle before, during and after they make a purchase. They want to make informed decisions and want to see the full range of products available, in all verticals. With a good internal CRM system in place, you will be able to track your current customers as well as your future ones.
2. The power and influence of Social media
Twitter, Facebook, LinkedIn, Instagram and several other major social networks influence consumers to a large extent and they are here to stay. Instead of considering them as deterrents for your business processes, harness their potential and grow your company using them. In it’s crux, Social media’s existence is around building and expanding human relationships. They can definitely help you to improve your profits and spread the word about your company. They are good promotional tools. By integrating it with your CRM tool, you can harness the power of social media to build a good name around your brand and spread positive vibes through word of mouth..
3. Mobile based tech
Smartphones have become the most ubiquitous gadget in ecommerce. They are everywhere. By acknowledging their presence, you can use them for your growth. People are using their smartphones to do business as well as buy products. You shouldn’t miss out on this opportunity as this is not a fading trend but a building one. A robust CRM solution will help you to track your mobile customers and eventually integrate their data into system for later correspondence.
4. Global-local scenario
As a small business owner, this is a positive factor for your business. Though consumers are willing to purchase goods online, because of the convenience it provides, it is not a complete reversal of patterns. Consumers also want to pick certain goods up locally. CRM will help you to maintain the vital information about your relationships with your customers who live and work around your brick and mortar store. It will enable you to store, organize, retrieve and integrate new prospects in a seamless manner.
5. Analytics and Reporting
Customers are pouring in from so many different streams and channels, how do you figure out your sales and promotion strategies How do you determine their success rates? With the help of an effective CRM solution in place, much of this complex process is simplified. Instead of having to spend excruciating amounts of time on spreadsheets, your CRM package can track and organize this info and neatly organise them into easy to read reports for effective analysis.
This will help you take better informed decisions, without any hassle.
If you are torn about how to pick the right CRM solution for your company, you can finalise the right option by devising a criteria list based on the requirements of your company, compatibility with existing tools and budget availability.
I hope this article was useful for you to learn more about how customer relation management systems can help your eCommerce business. If you have any doubts regarding the topic, let us know through the comments and we will be glad to help you out. If you have any suggestions regarding how we can improve the article, let us know them through the comments as well for us to improve.