Ecommerce CRM Software

Everything You Need to Know About Ecommerce CRM Software

Everything You Need To Know About Ecommerce CRM

There are many challenges involved in running a successful online business. Setting up a website is just one part; your online store will likely rely on a diverse network of technologies and infrastructures. Finding the right platform is a challenge in itself. Furthermore, the landscape is continually shifting as new and technologies emerge, and keeping abreast of these changes is important. In a market space that is driven by customer freedom to search for the best deals and prices, cultivating brand loyalty is important. This is where eCommerce CRM software comes in useful.

CRM stands for customer relationship management. It refers to the way that companies communicate with their customers and potential customers in order to secure their business. The goal of CRM is to improve the relationship between the business and the customer. eCommerce CRM software is usually a system comprised of numerous features that allow the business to handle their customers’ data. With this data, a company can then analyse trends, segment customers, and focus on customer retention and business growth. In this article we’ll take a look at how this powerful tool can help your business, and how Shopping Cart Elite can provide everything you need to communicate with your customers.

What is eCommerce CRM Software?

If you’ve ever received an email, text message, phone call, or letter from a company you’ve previously shopped with, you’ve experienced CRM at work. There are many elements that a CRM system can incorporate. In essence though, it’s a means of collecting and utilizing customer details to a mutually beneficial end. It’s not just existing customers that CRM methods can benefit; it’s a way of attracting new clients or patrons to choose your brand. Communication is important, and CRM is the software that facilitates that communication. Below, we’ve listed some of the key elements that can make up an eCommerce CRM software package:

Customer metrics and reporting: This allows you to find out how your customers shop. You can find out what’s popular and when, allowing you to promote particular products and services that are relevant.
Customer segmentation: By getting insight into customers at a granular level, you can segment them into archetypes to produce targeted marketing. This also means you can target specific demographics when attracting new customers.
Shopping Cart activity: Not only can you discover choke points in your customer journey, you can also target abandoned baskets with reminders and calls to action.
Email and Social interaction: Communicate directly with your customers and join the discussion. With these direct channels, you can have your finger on the pulse at all times.

Benefits of eCommerce CRM Software

As you can see, there are some tangible benefits of using a CRM software package to analyse your customers. Understanding the people who support your business is absolutely crucial. Therefore, having an effective and streamlined way of managing the data you collect is equally important. Hopefully you’re already thinking of ways this can benefit your business, and we’ve outline some further examples below:

Improved customer relations: By understanding your customers, you can have a far better discourse with them. This allows your marketing to be more targeted and your services to be more tailored. More importantly, it should increase customer satisfaction.
Better marketing strategies: Because you understand your customers, you can then give them the offers, incentives, and marketing material that are most relevant to them. This should make your campaigns more successful.
More customer revenue: One of the upshots of targeting your customers with relevant deals is that they should spend more. By knowing your client base, you can give them what they want, thereby increasing your own revenues.
Expanded customer base: By giving a good service that feels more personal, people are more likely to recommend your business. A great way of increasing engagement is to have your customers spread the word, by mouth or social media.

Who Needs eCommerce CRM Software?

To answer simply, any online business that deals with customers’ details needs CRM software. The powerful tools are ideal for smaller business looking to grow their sales and user base. It allows them to understand who their customers are and how they shop, meaning they can harness this knowledge to improve their services. For larger businesses, it’s essential to have all of your users’ details in one streamlined place. Business decisions and marketing strategies should all be informed by the data gathered by CRM software. Regardless of the size and scale you operate on, having a good relationship with your customers at every touchpoint should be a number one priority.

How Does eCommerce CRM Software Work?

There are different kinds of CRM software available, depending on the needs of the company. There are similarities between them however; each is designed to keep your customer information in one easily accessible place. Below we’ve covered the main types of eCommerce CRM software and what it’s used for:

Conversation CRMs: These are designed to help facilitate communication between you and your customers. This can include emails and phone calls, and usually stores data in a way that means any customer service associate can view all of the correspondence had between business and customer. It usually applies across a team and focuses their inboxes in one convenient place.
Contact CRMs: A similar way of gathering data to Conversation CRMs. This is where tangible customer data is stored, such as Birthdays, location, current job position, and more. They’re often simple but effective systems, much like a sophisticated contact book.
Lead and Deal CRMs: As one of the most popular CRMs, Lead and Deal systems are a means of generating new business. They track the interactions from a client becoming a ‘lead’ through the process of getting them on board as a customer or a ‘deal’.
Marketing CRMs: A good way of tracking customer behaviour is to use a Marketing CRM. This sees how customers interact with your company, and can automate ways to market to your customers.

Shopping Cart Elite: The Perfect eCommerce CRM Software Solution

Part of our ethos at Shopping Cart Elite is to provide our partners with everything they need to run a productive eCommerce store. That’s why we include a sophisticated eCommerce CRM software suite to all of our eCommerce customers. With it, you can manage everything from billing, orders, and email communications, to phone communications, order tracking, and rewards. This comprehensive package includes some powerful tools to help your business communicate effectively with your customers:

Touchpoints: Previously we mentioned Touchpoints; any point that your customer interacts with the business. In our CRM software, all of these touchpoints are recorded. You can find out where customers interact, what pages they viewed and for how long, whether they opened email marketing, and how effective your strategies are. It gives you the insight you need to improve your service at every customer-facing point.
Marketing Automation: The software we provide produces in-depth analytics about your consumer base. From this, you can effectively market to your customers. Information such as the strength of a campaign and conversion rates will be readily available.
Customer Support: A vital part of good communication is providing answers to the questions that your customers have. With our Knowledge Base and Document Sharing features, you can provide the answers 24/7. It’s not always possible to have customer service active at all hours, so you can share important information and FAQs via your website.
Lead Scoring and Recovery: When using the Touchpoints, your customers will be automatically divided into Lead Types. This categorisation will determine whether certain customers are hot, warm, or cold leads. You can then target your marketing accordingly.

There are many other features that will help your online store, and your customer base, grow. At Shopping Cart Elite, we provide you with everything you need to run a successful online business.

An eCommerce CRM Software Solution for Your Business

Shopping Cart Elite has worked hard to deliver a platform that helps you manage those client relations, as well as the online store itself. The excellent features of our eCommerce CRM software make it easy and streamlined to collate user data, determine the important Touchpoints of your business, and provide ongoing customer support. You can finally engage customers in a way that benefits you both.