E-commerce with a Lot of Consumers Needs Specific Custom CRM

Marina Astapchik
IT Trends Research Specialist
March 27, 2013

Building customer relations is paramount for e-commerce businesses of all sizes. There is a direct linkage between the way you manage all the interactions with your clients and your overall success. The stronger the engagement, the better results you get. Therefore, if you want to run your e-business efficiently, you need a holistic CRM (Customer Relationship Management) system. Customized in accordance with your specific requirements, CRM software will enable you to leverage the Internet as both a profitable sales channel and a powerful tool to solidify relations with numerous consumers.

It is highly important to understand that though the price is a big motivator for buying online, it is no longer the only factor shoppers take into account when choosing between hundreds of online stores. There is much you can do to provide them with exceptional experience. Comfortable user interface, easy navigation, relevant product descriptions and comparisons, testimonials, video reviews, availability of multiple payment options, quick delivery, return policy, regular email updates, etc. These are just some of the other important aspects.

Your customers expect to be served courteously and quickly, and want to feel assured about their purchases. The best and the only way to manage all the facets of your interactions with customers is by integrating a custom CRM system into your e-commerce platform. With a reliable and efficient Customer Relationship Management solution you can solve a wide range of business-critical issues:

  • Capture and nurture leads
  • Strengthen sales and service operations
  • Market and re-market products
  • Automate marketing campaigns
  • Deliver personalized offerings
  • Generate brand loyalty
  • Improve customer satisfaction
  • Increase customer retention
  • Reduce transaction costs
  • Deliver faster customer service
  • Store information about customers, products, orders, etc.
  • Manage quotes, contracts, partner programs, etc.
  • Track the behavior of target users
  • Gain insight into trends
  • Perform profound analysis of your e-business.

To make the purchasing process intuitive, seamless, and secure is not enough. Buyers will keep coming back to you if your store evokes in them a sense of appeal, trust, and belongingness. Therefore, in a highly competitive online landscape, managing closer relations with buyers is a strategic imperative for your e-commerce business. A robust, custom CRM system will let you translate enhanced customer experience into high revenues and profits.

Industries and Technology Areas

Industries: E-commerce, Marketing, Sales, Information Technology

Technology Areas: CRM (Customer Relationship Management) software, custom software development, web development

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