Here’s Why More Retailers Are Using Ecommerce CRM

Every now and again, a software system or solution comes around that changes everything. For instance, Windows was Microsoft’s entry into computer world dominance, and has changed everything we know about computers ever since. Apple fits into the same category. Online payment systems, as another example, revolutionized an otherwise stagnant internet, which previously would have been nothing more than a glorified bulletin board or news portal and forum.

Those same online payment systems, which came to prominence in the 90s, ushered in a new era of online shopping. Later it would go on to be called “ecommerce,” a term that was coined to emulsify the adjoining of commerce and an electronic, internet-powered portal. Today, technology is leaps and bounds from where it was in the yesteryears.

Software systems, shopping carts and payment technology may come and go, but few have the staying power of newer software solutions like ecommerce CRM. Here are a few reasons why more online retailers are embracing them as part of their well-rounded marketing and customer engagement plan.

Connecting with your Customers

CRM that is designed for ecommerce borrows much from prior software solutions of its kind that were not tailored for ecommerce, yet creates a new life of its own as well. Newer solutions tout the ability to connect to sales channels and import all of the data, creating instant customer profiles. This allows retailers to really learn each customer, and gives them insight into particular behaviors, patterns and trends, so they can enhance the relationship.

Integrating Cross-Channel Sales Data

According to Forrester, cross-channel sales will exceed $1.8 trillion by the end of 2017. But if a retailer is not able to access their cross-channel data, they won’t be able to capitalize on this cash cow. Newer ecommerce CRM solutions feature cross-channel integration, and deliver on the analytics that retailers need to make the most out of omni channel selling.

Identifying & Capitalizing on Trends

Learning the trends of your customers used to involve hours of legwork. This was especially true if you had multiple store presences (website, Amazon, eBay, etc.). But with cross-channel integration, ecommerce CRM helps you quickly analyze this data to determine the best trends and highest performing products and services. This makes it easy to craft revenue producing marketing plans that work time and time again to feed your bottom line.

Making Smarting Marketing Moves

It’s all about your bottom line at the end of the day. Being able to gain immediate insight into your top performing products, highest or lowest shipping costs, best return on investment, serial returning customers and most loyal customers ensures your long term success. Sure, you could spend days figuring this out by hand. Or you could use the innovation of software to take a shortcut to success.

Reducing Returns & Shipping Cost

Knowing what your actual shipping cost is can help you better forecast your bottom line for the busiest times of the year. The same is true for your returns policy. Newer CRM for ecommerce does this. Being able to identify who is returning what and why enables you to make simple updates to your inventory and return policy that protect your bottom line. What’s more, it helps you better connect with customers, resolve disputes and improve loyalty and retention.

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