With the sharp growth of e-commerce and m-shopping in the recent years, CRM technology has undergone a progressive evolution in the B2C space. Most major CRM solution providers have recognized the emergence of e-commerce industry as one of the hottest business models, and are now offering scores of features tailored for this industry. If you work in the ecommerce industry, you have come at the right place to learn about the benefits of CRM for ecommerce and retail business.
As competition between online retailers becomes fiercer, the need for providing improved customer experience has grown steeply; now, more and more businesses are adopting CRM systems customized for online retail. This post will explore the many benefits of having a customized CRM for ecommerce and retail business.
1. Customer Segmentation
The moment I scroll through my social media accounts after looking up stuff on search engines, my feed is flooded with highly relevant sponsored ads and I end up clicking on most of them. I am sure you have experienced the same. By learning our search patterns, social media displays ads for us that we are likely to click. If you are running an online retail business, wouldn’t you want the same with your end users?
At Rolustech, our clients from retail industry have demanded precise segmented data of their customers in order to provide personalized customer service to all their customers.
By viewing customer groups sorted by gender, interests (fashion, gadgets, etc.), spending history and so on, sales agents are able to communicate with customers in the best possible way.
2. Access to Most Relevant Information
How many customers visit your online store and leave without placing an order or paying for items they added in their cart?
Smart CRM systems give you deep insights into such data so that your team can take appropriate actions before it’s too late. In my personal experience as an Ali Express shopper, I have received many polite reminders from sellers every time I forget to check out an item.
According to Baymard, the average cart abandonment rate is a whopping 68.81%. With a smartly implemented CRM, you can take action to convert these visitors into shoppers!
3. Effective Use of Time
Turns out, sales agents are only able to spend 11% of their total time on active selling. Most of the time is spent on administrative issues and problem solving.
A well-customized CRM for ecommerce can automate a series of self-service processes that can save your agents’ time and enable them to focus on their main job. Enterprise workflows now need to be smarter and the best way to achieve that is to acquire CRM Consultancy servicesbefore opting for a solution.
Rolustech is a team of award-winning CRM experts taking pride in successfully implementing CRM for more than 500 firms worldwide.