Building Your eCommerce Strategy With CRM
In the digital economy of today, eCommerce has evolved to play a key role in sales for organizations, both big and small. Digital or click only malls, marketplaces and portals are increasingly popular and people are utilizing their purchasing power to buy things off the internet that you may perhaps not find anywhere else. We believe that eCommerce strategy with CRM can help such companies to build and enhance their customer base, and perhaps improve their customer service outcomes as well.
Use CRM to Build Loyalty
Integrating your online portal or store to your CRM is perhaps now a no-brainer. But utilizing some of the unknown features of a typical CRM to enhance your customer base is perhaps the key to gaining a competitive advantage. Loyalty programs and gifting programs can be run from your portal or website if they are integrated with your CRM. Build key programs that cash in on customer purchases, to bring your customers back for more. Whether its points or its free or extra benefits, consumer psychology is such that they wouldn’t want to say no. Hubspot has come up with some great ideas on how these programs can be built here.
Build Customer Profile Snapshots
Profile your customers. Collect data. Collate and then curate to build detailed customer snapshots. What they like, what they hate, what they purchase and what they save, items they review, and their demographic as well as psychographic details. This will help you analyze key trends as to what sells, what doesn’t sell, whom to sell what, and then how to promote better. Personalized selling has become the order of the day, and for that, knowing the customer is key to better strategy. Customer knowledge can help you to stand out, understand your customer profile and therefore, sell better and more.
Analyze Buying Trends to Build Better Plans
Integrating CRM with eCommerce brings about a horde of data that gives answers to questions that companies haven’t been able to answer before. Evaluating customer patterns and purchasing patterns helps to understand the reasons and purpose behind purchases. The data captured through eCommerce portals into CRM can help determine the various views of the customer and their purchasing patterns, including how demographics and psychographics impact buying patterns. This doesn’t simply stop there. These trends help to decide what products, product features, services, upsells and cross-sells are possible; helping you to plan better.
Integrate Social Media To Feel Customer’s Pulse
Amongst other things, today’s millennial generation is using social media for practically everything in their lives, including commenting, commemorating, complaining and having interactions with other people. Knowing what people are talking about, and what they are complaining about, is perhaps the key to better customer relationships. CRM can entirely integrate with social media channels to tap in on specific keywords, target trends, hashtags, and words, allowing you to see what the average customer is talking about. This can be key towards better decisions in sales and marketing.
Integrate Complete Chain for Seamless Customer Experience
Ever encountered an organization where you called to complain, and you kept getting routed and rerouted to different people, each person not knowing how to handle your call or complaint. This only happens when customer experiences are not well designed. With a seamless customer experience designed to handle the most difficult of customers, CRMs can be key in maintaining effective customer relationships and building customer delight.
Mushawar Consulting can help you design processes that are customer centric, help you evaluate what the customer is saying in the industry, and help you analyze customer trends, by choosing the right CRM solution. For more details and consultation, drop us an email on firstname.lastname@example.org or give us a call.