If you run an Internet shop, you might want to install an online sales CRM. Such software should enable you to collect and store customer info and use it to personalize your marketing. From this article, you'll get to know what exactly a CRM can do for your online business. Plus, we'll recommend you a top-notch solution that you'll be able to try for free.
To be able to sell your goods or services to consumers, you should know the answers to the following questions:
Who are your customers?
How old are they?
Where do they live?
Are they married?
Do they have kids?
What education do they have?
What's their level of income?
What are their hobbies and interests?
What are their pain points?
Which features of your products are they most interested in?
How much can they afford to spend on your product?
Do they buy goods or services from your competitors?
Which of your competitors do they prefer and why?
Plus, you should analyze people's behavior on your site. How much time do they spend there? Which pages do they visit? Which buttons do they push? How often do they return their purchase? Which questions do they ask your chatbot or support managers? What do they tend to complain about?
Thanks to a CRM, you can easily build the portrait of your target customer, store this data in a well-structured format and access it at any moment. Besides, many CRMs can generate insightful reports that should help you to improve your relationships with consumers.
Once you understand who your customers are and what they like, you should fine-tune your communication with them. For instance, you might notice that some people visit your site every week but place orders only once per month. In this case, you might want to send informative content to these consumers via email. Instead of trying to sell, you might want to share news and updates with your potential customers.
Let's consider another example. Buyers might return some of your product too often because it fails to meet their expectations. Then, you should probably improve the description of the product so that it explains its characteristics more comprehensively. People should understand all the peculiarities of the unit before ordering it.
A good CRM should enable you to send out emails right through its interface. You won't need to export contacts and it should be very easy for you to do group mailings. By making just a couple of clicks, you can check exhaustive information on each of your clients before getting in touch with them. With the help of a CRM, you can very precisely target your marketing messages to different categories of clients.
Online stores that sell a lot of goods and make good money know how important it is to keep notes about their customers. For instance, you might tag your buyers as "prefers gluten-free food" or "has a cat". Your CRM should allow you to filter consumers with specific tags to better target them. Here are just a few examples of using tags:
Individuals who purchased product A and recently visited product B's page
Buyers from a certain region where summer is starting now and who've visited your swimwear section
Consumers who order cat food every month and recently started ordering more in quantity (probably got one or two more cats?)
When creating personalized offers to these consumers, you'll know which products or discounts they should appreciate the most.
In an offline shop, consumers can rely on the recommendations of human assistance. In an online store, you can tailor your approach to each client based on the data from your CRM. Here is what you might want to do:
If a person displays interest in a particular product, lead them to this product's landing page
If a client doesn't know which size to choose, send them a personal email with a size guide
If a consumer frequently buys new shoes or clothes, you can automatically inform them about trendy items that have just arrived
Thanks to the CRM online help, you'll be able to offer to each consumer those products that they will be most likely to buy. Your sales should increase. Your clients will appreciate that you take care of them and their emotional bonds with your business will strengthen.
See what exactly a CRM can do for your online business. Try Bitrix24 CRM right now.
If you want consumers to come back to you, you should develop a CRM shop. A CRM will analyze each session of each consumer on your website. You'll be able to use these statistics to achieve the following goals:
Win back old clients
Offer related products
Push loyalty-inducing products
Improve order frequency
Relocate more marketing funds to channels that bring returning clients
Fight seasonality in sales
The more orders your loyal clients place, the less you need to spend on acquiring new customers and the bigger your profit.
It's hard to analyze feedback without context. Some consumers might be devoted fans of your brand. They will keep praising you even if you sell substandard products. Others might criticize your bestsellers simply because they are in a bad mood today.
If you have a CRM, you can quickly check the following information about the person who provides feedback:
Communication with customer service
This data should help you to understand whether their feedback is impartial and you should take it seriously.
Among all the CRMs that are available on the market, you might want to choose Bitrix24. This system should come in handy for companies of any size and industry. It's available as an on-premise solution, in cloud format and as a mobile app for iOS and Android. You can try its basic functionality at no cost and then upgrade to one of the three paid plans if needed. The Bitrix24 CRM has customizable fields and can store an unlimited number of records. Whenever a client contacts you or you contact them, the record about the call will be automatically added to the database.
Hopefully, you found this article informative and now you better understand the importance of a CRM for an ecommerce business. Such a solution should help you to make more sales and boost client satisfaction. You'll be able to personalize your marketing efforts and easily retain your customers. A CRM will provide you with actionable insights that you can use for tactical and strategic decisions.