There has been a dramatic increase in the number of CRM platforms that are available. Ecommerce business owners that are trying to select the most suitable solution have their work cut out for them. If the entrepreneur selects the wrong platform, it could have a negative impact on the company as a whole. To make a better-informed decision, the owner needs to familiarize themselves with how these platforms work and how they can help boost revenue. A great place to start is by looking at some of the websites that offer information on ecommerce CRM software. But before you decide which type of a solution is right for your online business, make sure you read some of these tips as well.
How a CRM Works
Once installed on the backend of an ecommerce website, an ecommerce CRM can be modified to perform a variety of different functions. Some of the most common features would include the following:
- Customer Service Module: Every online business will need to provide some level of customer service. When this module is installed it will give the ecommerce business owner the ability to address any customer service requests that come in. All of these customer support requests are centralized within the CRM so you don’t have to worry about losing a support ticket.
Handling customer service issues quickly and efficiently will improve your corporate image and, at the same time, you can use the opportunity to upsell the customer. By offering additional products and services while addressing customer support issues you are killing two birds with one stone. This type of selling is a great source of revenue that many online businesses overlook.
- Customer Behavior Monitoring: This module will give you the ability to keep tabs on what your customers are doing on your website. If you have a large ecommerce site and the customer is staying in one particular section for a prolonged period of time, you should take note of it. There could be an area of your website that needs to be refined in order to generate more sales.
By compiling a considerable amount of information on customer activities, you will be able to come up with targeted advertisements. These advertisements can be sent via the email marketing module for your particular CRM platform.
- Email Marketing Module: When this module is properly configured you will be able to send and receive emails from within the CRM and not have to use some other application. By having all of the emails centralized, you can stay better organized.
Another benefit of this module is you can send out targeted communications based on the behavioral data you acquired on your customers. These targeted emails can help you increase the number of selling opportunities and sales you will receive.
Ecommerce website owners looking for the upper-hand should seriously consider implementing a suitable CRM as soon as possible. But knowledge is power. So make sure you are educated on what CRM can do for your online business and why you should consider adding it to the mix before you jump in blind. Doing so will help you make the most of a new integration, to the benefit of your bottom line.