With so many beneficial software solutions available, it is tough to know which ones you truly need for your eCommerce business. Any eCommerce software you implement should improve your business workflow and aid in providing an optimal customer experience. Customer relationship management is a critical part of offering superior customer experience. But what exactly is customer relationship management, and why does your eCommerce business need it? In this post, we define customer relationship management and its important benefits.
What is Customer Relationship Management?
Customer relationship management, or CRM, helps your business organize and access customer data. While CRM used to be in the form of handwritten notes, technology now provides advanced CRM software solutions. CRM software connects all of the data about a customer into a meaningful unit. Every single detail about that customer, like their purchase history, emails, and demographics, lives under one interface.
Benefits of CRM Software
While managing all customer details may be easy if you only have a few customers, it quickly becomes impossible as your business grows. CRM software vastly helps you manage customer information as your business scales. CRM will save you time as you can send automated, personalized emails.
A CRM system allows you to connect all of your departments for a united force. Every single member of your team has access to real-time customer data, which allows all departments to unite to create an unparalleled customer experience. Your entire team will be able to serve clients more efficiently because they will have more information about the client.
With CRM, you can create better customer relationships. Using the individual customer data you can design personalized interactions that will resonate with the client better. You can foster stronger customer relationships, which improves customer satisfaction. Happier customers who receive relevant communication and offers will ultimately connect more with your business. The overarching benefit of CRM software is increased revenue and profitability.
A CRM system has the ability to greatly impact your eCommerce business in a myriad of ways. The top benefits of CRM include:
- Stronger client relationships
- More effective up-selling and cross-selling
- More knowledgeable, effective employees
- Team collaboration
- Reduced customer attrition
- Save time and money in the long run
- Improved customer service
- Increased revenue and profitability
Who Should Use CRM?
A CRM system is not just for large corporations. Businesses of all sizes can benefit from CRM. startups, small businesses, and large enterprises should all consider implementing a CRM, regardless of if they are in the B2B or B2C space. A CRM system will help your business improve customer interactions and relationships to ultimately streamline your workflow and boost sales.
CRM software is ideal for many different teams as well. Marketing teams use CRM to analyze the ROI of their campaigns. Sales teams can use CRM to better understand their prospective customers and track productivity so they can develop a stronger sales strategy. Customer service teams use CRM to gain insight on customer’s problems and past interactions so they can better manage customer engagement and improve the retention rates.
Integrating CRM into Your eCommerce Business
It is important to choose a CRM that meets your business needs and integrate with your current and future software. Search for a CRM with good usability, and that is easy to use. Consider the user interface and experience of the CRM. Select a CRM that integrates all consumer behavior and seamlessly works with all of your other applications. Customizability is another important feature that allows you to fine-tune the CRM for your unique business needs. Customer data is personal and sensitive, so the security and reliability of your CRM vendor are critical.
MobilityeCommerce will help you integrate your CRM with your other enterprise solutions for a seamless workflow. We are a one-stop, intelligent eCommerce platform that will help you integrate and automate all of your software solutions into one comprehensive platform. We offer unparalleled integration with top enterprise solutions including Oracle NetSuite and SAP Business One, as well as over 50 marketplaces. Learn more about how MobilityeCommerce can help you integrate your CRM with your eCommerce business today by contacting us or starting your free demo HERE.