eCommerce Platforms and CRM Integration: Level up Your Online Store
By Shailesh Katarmal
Managing an organization’s interaction with its customer is nothing but CRM – Customer Relationship Management. CRM is always important for many companies like logistics, healthcare, industry, and many more. Based on the business type; one should choose the type of CRM system.
When you are considering eCommerce, the CRM solution is mainly designed for sales. It is mainly focusing on the typical customer-oriented elements such as – shopping interests, habits, preferences, feedback, retaining customers, and more.
A detailed and clear customer relation map is helpful for eCommerce to build the appropriate strategy. When you are using CRM for eCommerce, it will assist you in gathering the requirements, organize and store the information, analysis reports, and building the predictions and strategies based on it.
Benefits of eCommerce and CRM integration
1. Customer Data
It is recommended to sync the customer data such as mobile no, shipping address with CRM application. This will be a base for further integration points. The best way to gather such data is to create a customer account with registration forms. Customers’ email, mobile no, etc can be reused to build a customer relationship.
2. Order history, delivery or shipment address management
Order items, pricing, and other details are important to understand the customer shopping pattern. Also, the shipment address is useful for maintaining a smooth delivery for a particular customer.
3. Engaging customers
A best CRM solution may give value addition to both companies as well as the customer. CRM solutions provide different ideas like personal account management, coupons, and discount management, purchase points, repurchase benefits, notifications, etc to attract customers again and increase the re-sale to the same customer.
4. Email Marketing
A best working CRM is also helpful for building promotional strategies. You can promote special offers, discounts, etc through an Email marketing campaign to influence the buyer. A survey says that Email marketing offers the best return on investment among other marketing tools. You can also send them reminders via emails to notify the wish or cart items.
All kinds of analytical reports are vital for strategic planning and management. CRM solution provides many analytical reports, research reports. These reports help to understand the company’s performance and give a deeper analysis of market trends. Sales history, Customer information is useful for making predictive analysis reports and sales forecasting.
6. Social Media and CRM
Today Social media plays a crucial role across the globe. Day by day the number of social media users is increasing. It is a massive market for online retailers. Social media integration with CRM is very useful for target marketing and promotions. You can get the traits of the customer via social media and can use digital marketing options to influence the customers.
7. Efficient customer support
CRM integration is also important for customer support, getting feedbacks, and satisfies the customer. Don’t underestimate the importance of customer support for business. Today people believe more on feedbacks and ratings before buying any product or service. Company reputation is very crucial for any eCommerce business. CRM offers you a good tool for interacting with customers, building rapport with customers, and understanding the requirements of the customer.
To summarize, CRM integration with eCommerce is a must to sustain in this volatile market. You can understand customers’ shopping patterns, choices, and trends using CRM solutions. It is also helpful for an eCommerce business to retain old customers and gain the trust of customers. A good feedback rating affects the customer’s shopping pattern more. Easy shipping, returns handling, good warranty services, and smooth delivery are major influencing parts of online shopping. CRM integration will help you to achieve better customer satisfaction.