CRM for eCommerce

Who benefits of using CRM solutions

The answer is pretty simple. Both sides: businesses and customers. However, before choosing a CRM system, you need to understand whether a client-oriented approach meets the principles of your business. There is no need to use such systems within your business model without a sufficient justification, only because such systems exist and work for some other business.

For example, such businesses as online stores, wholesale companies or beauty salons will not be able to work effectively without paying enough attention to incoming calls. After all, the fulfillment of orders and customers’ satisfaction are very important for each of these businesses. It’s the only way to gain loyal customers.

So, if your business model is based upon the importance of incoming calls or requests (leads) from new customers, or if your business makes effort to obtain and retain new customers, you will gain benefits of using a CRM system.

Benefits of a CRM system for eCommerce

Here are some ways how introduction CRM in eCommerce can help you improve the quality of customer service.

Advantages of CRM software for eCommerce

Sales growth. Representatives of the sales and customer service department will be able to access information, such as customer order history, payment history, product inventory, and so on. This deep insight will allow to apply a more personalized approach to customers.

Improved demand and supply planning. Ecommerce CRM software provides demand-driven planning feature as well. Now the company can better predict the demand for its products and better manage its reserves (sales, search, manufacturing, etc.).

Targeted marketing and advertising campaigns. Due to the centralized information, you can launch targeted and personalized marketing and advertising campaigns.

CRM solutions allow to create self-service portals for your customers to access the status of their order, track the shipment, check inventory and much more.

Improved after-sales service. Having all the necessary information, you will be able to better serve customers after the sale, making more personalized offers.

Integrated RMA Management. Return Merchandise Authorization or RMA may also be among CRM benefits. What does it mean? A support representative who has all need information can find the most suited approach the customer's problem solving on phone or using remote diagnostics.

Reduced costs and losses. Automatic synchronization of information eliminates the need for manual data transmission, which is subject to errors and can lead to unsuccessful client’s experience.