In 2016 , the CRM software market was valued at 24.3 billion U.S. dollars globally. CRM is a part of the entire customer journey ecosystem. Nowadays, sales require aligning the process with the specific customers’ needs. Understanding where they are now and having tools in place allow serving them better. Moreover, it helps the sales team predict in-demand data.
In general, sales automation systems handle contact information, track activities and tasks and make it easy to handle pipelines. Automated e-commerce CRM software will deliver a personalized customer experience.
The main goal of e-commerce CRM system is providing a business with customer-related insights about their shopping habits and preferences, etc. It helps to gain a clear vision of a customer journey map to develop needed marketing strategies. A CRM solution is a must-have tool to capture and store information about your clients.
Let’s consider the main advantages of e-commerce CRM systems:
Harris Interactive survey figured out that 68% of the clients think that businesses need to find a new way to serve the customers better. They want to get a more customized interaction, so it becomes more and more important to listen to the customers to adapt your products and services to them.
When your clients create accounts or fill a registration form, you may collect needed information. After that, you can target each customer fast and easy.
But the statistics show that there’s a gap between collecting data and using it to increase sales and improve customer experience. Customer Relationship Automation helps to transform information and use it to deliver personalized products and services to the customers. It saves 5.5 hours per week for the sales managers by eliminating a need to log activities and upgrade information. For the company, it means $13,200 per CRM user each year. Moreover, it brings accurate data without human error.
Sales professionals don’t need anymore to download data and find a way to efficiently use it. The automated CRM system delivers insights in a way that is easy to implement immediately.
CRM solutions are able to engage new customers and re-engage your target audience. This is a helpful tool to boost extra sales. Nowadays, email marketing leads the return on investment and allows deliver personalized treatment. For example, if clients don’t finish purchases, a CRM system may automatically send them reminders.
CRM is aimed to provide a systematic approach to maintain meaningful relationships with the customers. Nowadays, companies use a philosophical model “FAIR”: flexible, analytical, interactive and responsive.
Marketing automation includes identifying the most important issues and focusing efforts on them. It involves lead scoring, lead generation and nurturing which transforms those leads into accounts or sales opportunities. Targeting advertising to the right customers based on analyses is valuable for the business strategy. Employing SMS, video, blogs and display ads help to attract customers.
Studies proved that engaging clients is much more expensive than retaining them. Besides, turning a passive audience into loyal customers demands a fast response to their inquiries and solving their challenges.
CRM for online business helps to inform the clients about the existing trends. It helps to be proactive and generate products ordered and sales activities.
Customer intelligence helps to build all the processes around the client and effectively manage business decisions. Nowadays, marketing retention and CRM are key to successful business management.
Accurate analytics are important for the planning and building a strategy. A needed CRM system delivers deeper analytics about the most valuable services and products, sales history and successful promotions. It helps to predict and plan sales.
CRM analytics is a form of online analytical processing and can employ data mining. The need to turn customer data into useful insights that will lead to the better interaction with the customers became urgent. It helps to improve ROI as well and handle unstructured data.
Having a 360-degree vision of your customer journey is needed to fulfill the demands of your customers. Businesses that can listen to their customers and deliver targeted offers will succeed.
Statistics showed that businesses that don’t pay attention to the customer support may lose up to $60 billion per year. Moreover, reputation is very valuable for the online companies and e-commerce CRM helps to keep clients engaged.
CRM for online business allows standardizing your processes. When you develop your operations within your CRM, you ensure each client gets the same level of attention and personalized approach.
CRM allows structuring all operations within various departments and serves as a hub of customer data. CRM e-commerce integration may be a part of an innovative strategy to successfully handle customer relationships.
Experts say that when you understand your clients better as people, you may treat them better as customers. For example, they don’t think in terms of B2C or B2B. They live in a “Me2B” environment when they may choose conditions of the cooperation. And if the customers aren’t happy, probably, they will not share their feedback with you, they will just leave.
So, customer expectations are the root of the future of CRM. These are the key expectations and how to fulfill them:
Keep in mind that the main important things about the future of CRM are effectiveness and intelligent engagement. Nowadays, it’s important to be customer-centric and build your business offer around customer expectations.
Best cloud CRM solutions bring such benefits to the market: easy maintenance, low-cost, and fast setup. Most providers deliver multiple deployment offerings involving mobile-only, hybrid, on-premise, web, and cloud. It helps to select the needed system and deployment method for their specific demands.
Best cloud CRM solutions are in high demand as many organizations choose this model for their business needs. Experts predict that there will be a growth in hybrid environments as companies with specific regulatory and security requirements set a mix of on-premise and cloud environments.
Moreover, with machine learning, cloud CRM solution may improve itself over time to predict and score deals. It helps to free up sales managers to pay attention to developing and nurturing meaningful relationships with the customers. Machine learning helps to simplify the processes by handling a huge amount of data.
Smart assistants like Siri and Alexa may improve e-commerce. More and more customers switch from typing to voice messages. Besides, many global clients prefer to use assistants for their everyday tasks.
The Internet of Things, native language understanding, artificial intelligence help to develop strong voice-based e-commerce processes. The Walker Sands 2017 Future of Retail Study figured out that up to 21% of 1,600 U.S. customers have already used voice commands for online purchase.
For business owners, it means a new challenge and a need to update a way how they deliver their goods. For example, if you have a platform of fashion clothing, the store needs to be able to understand voice commands.
Chatbots mean a new level of cooperation with additional personalization, fast response. Moreover, it saves tons of money and time for the company. Secondly, it brings higher sales because the system leads customers to the right services or products.
Startups and small that can’t afford their own chatbots may use Facebook Bots and similar cheaper services. These chatbots may do many automated tasks like delivering customized offers, personalized product suggestions, identifying of price drops, etc.
Multi-channel and omnichannel e-commerce are new trends. The second one allows ordering products online and getting them from an offline destination.
Unified commerce gathers all elements of e-commerce real-time. Offline store, the mobile and web may be under one roof and serve together one purpose. It can be a mix of m-commerce, e-commerce, order fulfillment, inventory management, Point of Sale capabilities and CRM systems.
A BRP survey figured out that 85% of retailers believe that unified commerce is the highest priority. The important functions they’re interested in are:
Video marketing brings SEO advantage and higher customer engagement. The statistics proved that video helps to reach click-through-rates up to 300% more than other kinds of content.
Interactive video is a new way to attract customers and make content more interesting. The video marketing landscape evolves fast and best platforms now implement CRM systems and automation.
Augmented reality has the power to change e-commerce for both retailers and customers. For customers, AR helps to make data-driven decisions. For retailers, it allows eliminating customer turnover.
For example, the IKEA Place App allows placing products in their spaces to know whether the metrics are accurate or not.
Artificial intelligence delivers smart product suggestions based on user data. These suggestions may even involve customer interests like size, color, complete-the-look preferences, etc. The intelligent system will offer suggestions based on historical shopping choices. It helps to deliver a personalized shopping experience.
A SaaS company requires advanced reporting with valuable insights about potential sales areas and marketing campaigns. Examples of SaaS CRM are Pipedrive, Bitrix and so on.
Let’s consider its advantages:
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The system captures and saves the interactions history that allows capturing information from the open sources. Managers may double-check information relevance and merge duplicates.
In addition, we advise you to order a custom CRM system that will match your unique expectations. Why this is important? In most cases, the business requires a specific set of features. So, you don’t need to pay for the unwanted features instead of the tools that you really demand. Besides, a CRM that is built from scratch has the power to solve your business problems and increase your profits.
If you like this idea, reach experienced professionals and get a free consultation. DICEUS has 7 years of experience in serving customers all over the world to get quality and unique software.
As we see, there are many useful CRM tools to free up sales managers and help them to spend more time on building meaningful relationships with the customers. Most of them have automation features and easy-to-use tools. CRM e-commerce integration is a must-have nowadays for online businesses.
Our list of the most popular CRM software will help you to identify what is the best CRM software and which one to use for your specific business needs. Moreover, you may use not only the best web-based CRM but solutions for unified e-commerce that expand the boundaries by using a multi-channel sales approach.
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