A CRM software is not only crucial to sales and marketing but customer retention, as well.
It can increase sales by 29%, sales productivity by 34% and sales forecast accuracy by 42%.
Plus, it can reduce lead costs by 23%, improve customer retention by 27% and ROI by 245%.
So, the end goal of any business is to increase and retain customers, grow sales and ROI.
Hence, every business chases customers. To attract and retain them, not only does it take a lot of efforts, capital and resources but also customer-driven marketing approaches.
However, the task of driving new customers and retaining the existing ones is not easy.
It requires a lot of resources, capital, time and strategically designed marketing plans.
Do you own an eCom business and want to take your customer experience to the next level?
If yes, then consider an eCommerce CRM. Abbreviated as ECRM, it is designed for e-commerce businesses and allows them to manage customers’ contact details, purchasing behaviour and other analytics data.
Types of CRM
There are primarily three main types of CRM: Operational, Analytical, and Collaborative.
An operational CRM handles marketing, sales, and service automation to organize business growth.
The task of an analytical CRM is to gather and analyze customers’ data to enhance their experience.
A collaborative CRM lets various business units share the essential data among themselves.
How does CRM software benefit an eCommerce business?
With a CRM software, your eCommerce business can get benefited in several ways.
For example, by precisely and timely keeping track of your customers activities, it offers valuable opportunities for upselling and cross-selling.
So, it lets you understand your clients’ purchasing behaviours and boost your average order value.
A CRM may be pricey for some, but its benefits will surprise you in the long run.
For example, it saves time & money. Besides, it can automatically handle internal/external processes like reporting, invoicing, emails and financial forecasting.
Rather than doing all these things manually, it lets you build smart workflows that are generated as you or your customers do certain actions.
In all, it makes your customers happy by making them feel that you are paying close attention to their concerns and listening to them closely.
So, a CRM software can benefit your eCom business by facilitating the following:
- On-time customer support and communication.
- Valuable customer-related data management
- Leads generation through various channels.
- Email marketing campaigns launch
- Leveraging social media channels
- Advanced analytics help
Apart from the above ones, there are many benefits a CRM can help you with.
Finally, it works as the most powerful weapon in the hands of your sales reps.
What to look for in a CRM software?
When you have made up your mind to purchase CRM software for your eCom business, major functions to look into a CRM software are:
- Marketing and customer service workflow automation
- Meaningful Customer Data gathering
- Knowledge and case management
- Customer satisfaction tracking
- 360-degree customer view
- Social Media Integration
- Re-Engaging Customers
- Informative Analytics
- Customer journeys
- Customer Support
- Email Marketing
- Data analytics
- Chatbots
Which are the best eCom CRM solutions for your eCommerce business?
The market for CRM software is growing by leaps and bounds with each passing day.
Dozens of vendors offer CRM solutions for businesses, so making an informed decision to purchase the right CRM software for your eCommerce business is quite challenging.
Here are the few top and the most demanding eCommerce CRM software providers.
#1 Salesforce
#2 Zoho
#3 Act!
#4 Microsoft Dynamics
#5 HubSpot
#6 SAP
#7 Maximizer
#8 ReadyCloud
Does Shopify have a CRM?
Shopify comes in-built with native CRM features. For example, it facilitates customer profiles, customer accounts and groups, order fulfilment, refunds, and more.
It also allows for plenty of eCommerce CRM integrations through its Shopify App Store, comprising platforms such as Pipeline, HubSpot, Zoho, Zendesk, Salesforce, and more.
How to use the best CRM for your eCommerce business?
While selecting the right CRM for your Ecom business, don’t think of your current position, rather be futuristic and consider your progress in 12-18 months.
Deploying a CRM in your eCom business may take lots of efforts and time, hence you must make sure that you aren’t going to outgrow the system of your choice too early.
Apart from the above options, you can also buy Copper, Pipedrive, Capsule, and Copper CRM.
They are not only easy to set up but also work great for small & medium eCommerce businesses.
Best of all, they need no big investment and grow with your company to a certain point.
Besides, these CRMs come with features that will help you accomplish your goals.
And if you have an already established eCom business that you want to take to the next level – Hubspot is a robust sales and marketing automation platform.
Want to know how a CRM software will benefit your ecommerce business?
Want to know how it helps in scaling your business growth and its ROI?
Spire is here to help you with the entire process and benefits of having CRM in your eCommerce business.
