APPLICATION OF CRM SOFTWARE IN E-COMMERCE: INCREASE SALES WITH BETTER CUSTOMER MANAGEMENT

If you are in E-commerce business, achieving higher traffic and more purchases

are likely to be your primary objective. And, this is more than enough to make

your head spin. Besides, you have to deal with thousands of issues related to

shipping, delivery, product return, customer queries, product disputes, so on

and so forth.

The market transformed dramatically in the past decades. We are now in the power era

of consumers. Today customers have hundreds of options available online. 36% of

online customers spend more than 30 minutes deliberating before a purchase.

You can reasonably assume that this time goes into making price and product

comparisons you’re your competitors.

So, the competition is on the pick. Customers are positioned to decide which

company will thrive and which one will bite the dust in the market melee.

A CRM software recognizes customers as a significant asset of the company and

maintaining strong customer relationship should be the fundamental course for any

business.

Measure all the incoming Data to understand your customer

By integrating a CRM platform, you can record and structure all sources of

customer information. This includes purchase history, preferences, geography

etc.

An E-commerce CRM can help you maintain this dynamic data that relates to all

consumers. This includes address, phone numbers, purchases, delivery data, and mode

of payment, refunds and many others. A CRM makes it easy to reply over any customer

queries on shipping, delivery and product return.

CRM can greatly improve your efforts to manage customer data, once they have signed

up, ordered, or bought from the site. With solutions like notifications, discount alerts, and

updates for order tracking and shipping – you can see how bulk text messaging has a

place in the CRM system.

It’s possible to record all the updates of interaction with customers. So, the

customer service executives can track the enquiry or instantly catch up with any

customer communication.

Live Chat Facility with CRM Software

Sometimes product descriptions are not enough to convince the customer to make a

purchase.57% of the visitors reported abandoning a site due to lack of information.

While 88% of customers said that a live chat facility made their digital experience better.

A live chat option helps you harness the initial interest into a definite purchase.

This includes instant response to customer queries and thus reduce exit rate of

traffic. You will also be able to make more appeasing product suggestions to

the target audience.

Personalized Offers Based on Buying History

Now, what is personalization? People generally use this term while giving people a

customized shopping experience based on their buying behavior, interest zone,

demographics and psychographics.

CRM software helps you gather valuable information about customers’ buying history,

so that you can understand their interest areas. By tracking the purchasing pattern, the

source through which they entered and how many time they have entered, you can offer

shoppers personalized discounts, suggestions and deals.

For example, consider that you have a grocery shopper, who frequently purchases fruits.

By segmenting a personalized email that advertises new stocks or product discounts, you

can instantly increase the response rates.

Similarly, you can suggest new released thriller books by sending personalized

mail to a thriller lover. An online book store can advertise a personalized

discount on Dan Brown’s Angels and Demons, which could potentially inspire

him/her to make the purchase.

If you know a repeat visitor has checked a particular product/service, you can

entice further action by presenting a voucher or discount coupon to enhance

loyalty.

According to a survey conducted by Experian, 61% of brands are now using

personalized esperience to build customer loyalty.

Initiate After-sales Customer Engagement

Customer retention is a vital component of after sales service. With all the

required information available on your fingertips, you can provide better service

after sales. You can now not only address shopper concerns regarding orders,

product information and inventory, but also increase sales by recommending

products to your customers.

Increase Sales Opportunities and Maximize Revenue

A CRM benefits you by creating dynamic online catalog and initiating direct

customer interaction. Let’s see how Customer Relationship Management

software helps to reinforce online sales –

It simplifies the way of updating new products, models, prices, description,

discounts and offers.

It leverages cross- selling promotions and up- selling opportunities.

Search faction enables visitors to search and find what they want – allows

them to view products with certain features, like color, size, style and model.

It helps to increase loyalty that strengthens long term relationships with

customers.

It provides a convenient platform to interact with customer, resolve their

queries, take their feedback and finally, gain their confidence.

Conclusion :-

In a competitive E-commerce market, a CRM software could be your data

goldmine. By collecting all feasible customer data, you can create a 360 degree

view of your prospects and customers. This will give you the insight to increase

your future sales opportunities. In the other hand, better communication and

excellent customer support ensures better buyer incentives and long-term

customer relationships. This also increases the probability of acquiring more

first time customers.

Meanwhile, the CRM is also not a closed and fixed system. It needs to be

constantly reformed and developed to meet current and future business

requirements.