Seller’s preferences do not control the success of an online store, it is the customer’s choices and experience that make the difference. This is the basic principle of running an online store.
Traditionally, spreadsheets and other manual techniques kept track of user preferences in the past. However, this method is very inefficient and outdated and requires a lot of hard work. So, in this age of automation, CRM tools are making a big statement.
Understanding the concept of CRM
CRM stands for Customer Relationship Management. A CRM system is either an individual software or a set that helps manage the relationship between the customers and the B2C business. It does so by keeping track of all the activities of the target audience and customers. The data acquired from such tools also help in making business decisions.
74% of users report that CRM offers improved access to customer data.
Uses of a CRM software
- B2B companies
CRM software tracks the purchase and other sales records. With a lot of people involved bi-directionally, the CRM software makes the workflow efficient and streamlines it by keeping everything in order and recorded.
- B2C companies
A CRM software is comprehensive enough to keep a track of all the activities of a large number of customers, as the purchases, spending trends, and the preferred products of a customer to create a more personalized model for the user.
Advantages of CRM for eCommerce businesses
● Maintaining an efficient and centralized account for the business
eCommerce website development by Brainvire provides a decentralized way to keep a record of the business hosted on it. Different modules hold different data that are not necessarily available to another module that requires it.
CRM software helps to keep a centralized record of the entire business, accessible by any module.
● Manually syncing and updating the data
CRM software automatically updates and syncs data between different components of the enterprise. This saves you time as well as money on manual labor.
Over 75% of marketers use some automation tools – State of Marketing Automation Survey Report (2019)
● Understanding the audience and analyzing the buying behavior
Not all customers are equal. Some customers bring more or frequent value to a company while others bring less or infrequent value. Identifying the more valuable customers is an invaluable task.
CRM tools help identify customers who hold a higher value over others. Personalized campaigns that cater to such customers and enhance the lifecycle are formed with this data.
● Making sure to track all the products that a customer lists in the cart section
CRM software keeps an eye on every movement of a customer, including what they add to the carts or discard from their purchase list. These are crucial information about the customer that helps a company improve its services.
● Providing offers as per the buying behavior
CRM software tracks and records the behavior and traits of customers and uses this data to target customers with specialized offers.
● Analyzing and tracking the aggregate performance of the store
CRM software tracks all the data that passes through the shop and creates a report to analyze the overall performance.
● Automate follow-ups
Companies tend to send emails to their customers to promote certain products or schemes. A CRM tool is further configured to automatically do certain tasks based on how the customer responds to the mail. This makes life for the company easier with automation.
55% of marketers use some kind of email automation tools – Thuiswinkel.org and Spoiler “e-commerce marketing Trendrapport” (2019)
Installation of an efficient CRM application for your WooCommerce store: Debunked
Installation of the HubSpot as a WooCommerce extension
Download the HubSpot extension for WooCommerce and login through a pre-existing or a new account.
Analyzing your individual properties
Click on the ‘Create properties and groups’ under the properties tab to view wooCommerce data in HubSpot.
Formulating a smart list
Click on the ‘Create lists’ button under the lists tab to automatically create and sync lists for three groups: Potential leads, discarded carts, and existing customers.
Syncing deals made previously to Hubspot from WooCommerce
You can now sync data by clicking on the button under the ‘Sync’ tab. This will import past data into HubSpot.
Formulating automated campaigns as per the list
Click the ‘Create’ button under the automation tab to initiate pre-built workflows.
Switch on the tracking option for cart abandonment
Set a timer for abandoned items in the abandoned cart tab.
Activate more CRM features by installing HubSpot
Download the HubSpot extension for WordPress and login with an existing or new HubSpot account.
CRM tools are very powerful and when used correctly, they increase the chances of sales and productivity of a store by multiple folds. So, even if you are new to the online retail business, know more about CRM tools and how they can help you increase the ROI with customer experience and satisfaction.