Today,
the concept of shopping has dramatically changed. More and more people
are buying from online retail stores. This might be due to various
reasons, such as the convenience of buying things from home, saving
valuable time, offering free shipping, providing an easy way for
customers' to compare prices among various online retail stores,
presenting customers' with less product prices when compared to the
products available in physical store, and much more.
Have you ever
purchased any products from an e-commerce store? How often do you
purchase? What are your buying experiences? Are they delivering products
on-time? How is the product quality? Is it good? Does your retail store
offer customer support services? Are they quickly resolving your
complaints and issues after the post-purchase? At a point of time, every
customer, who purchases from an e-commerce store, will come across any
one of these questions.
However, in this technology-driven day and
age, the e-commerce industry is booming and growing rapidly. There are
several industries that are coming up with online retail store ideas to
attract a new stream of digital customers' to their businesses. But how
can your business attract online customers' without having a proper
strategy?
Utilize Customer Relationship Management (CRM) software
to streamline all your online business activities, provide top-quality
tailored customer experiences, as well as effectively manage the retail
customer relationship.
Here are the top benefits for your e-commerce store if you invest in a CRM solution today:
1. Automate Repeated Workflows
Previously,
sales people used to waste their valuable time sending follow-up emails
to clients and customers' instead of focusing on their core sales
operations - selling. Now, you can use CRM system to automate the
repeated work flows such as sending off follow-up emails, as well as
tracking the buyer's online activities.
For example: Your customer
has recently purchased a smart phone from your store. Immediately,
after the purchase you can use CRM system to send an individualized
thank-you e-mail. After a week, you can use your CRM solution to
automatically send a proposal list of smart phone accessories to your
recent smart phone buyer. In addition, you can define an alert system
focusing on customers' who are leaving your online store without
purchasing anything. Use CRM system to track your lost customers'
activities, monitor interested products, and the browsing history of
your lost customers' in order to send them the relevant products with
discount prices.
2. Understand Online Customers' Needs
In
this highly competitive business environment, it is imperative for
businesses to have a full-blown picture of its customers. Use CRM system
to automatically track and monitor your web customers' current needs,
interests, tastes, preferences, age, income, demographics, past
communications, buying histories, etc. The system then records all the
customers' analysis in the centralized CRM database. This analysis along
with up-to-date records on each customer will help the marketing,
customer support, and sales team to improve their productivity as well
as boost their efficiency. Additionally, tracking your customers' online
social media activities will enable you to take note on your current
customers' needs and buying preferences.
3. Boosts Positive Customer Experiences
CRM
is an invaluable tool for online retail stores to keep track of their
lost customers, detect and prevent the fraudulent transactions, and
provide an easy checkout process. It will help you by providing the
right information to your online buyers. For instance, if one of your
online customers has asked you the question, "Where is my current order
status?"
Then, you can use CRM system to provide your customer
with an immediate response. In CRM software, you can track the intuitive
order status as well as the comprehensive history lookup of your
customers'. The data obtained from your CRM system will help you in
providing accurate status information, which can "wow" your customers
and foster an overall positive customer experience.
An e-commerce
CRM system is helpful for businesses by facilitating every-day tasks,
increasing visibility into the selling process, establishing more
personalized shopping experiences, and driving a higher number of sales.
Effectively utilize the solutions of the cloud-based CRM system to
generate the maximum profits for your online retail store.
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