CRM in the era of e-commerce

Marketing booster

By now, it is well established that marketing and sales are an item, since a good lead can increase the possibilities of a good sale. Therefore, it is only reasonable that you should try to get valuable leads through customized marketing methods. In this case, a CRM solution will prove to be extremely helpful, as it stores a vast amount of information both for existing customers and leads. Further on, all this data can be used to promote products and services to those who have shown interest, thus resulting in increased possibilities for sales. Finally, it should be added that using a CRM system also increases the probability of customer loyalty, since you can up-sell and cross-sell your products and services easier.

Variety and platforms

In the modern digital reality, businesses try to approach their customers through a variety of devices. One of the most popular device type is mobile phones, which can be used for online purchases. The up-to-date CRM systems can be used for mobile devices as well, while there is evidence that multi-channel customers spend more and are more loyal. A modern CRM solution tracks your customers’ consumer behavior, enabling you to entice them with new offers.

Real-time data

Communication is especially important in working environments and, when effective, can lead to higher productivity rates. CRM systems take advantage of the data flow between departments, enabling employees and managers to save time and focus on more important things. Additionally, they create a positive experience for customers.

A relationship based on trust

CRM is the perfect tool to improve your relationship with your customers, as it will make them feel that they have a more personal connection with your company. Actually, if an employee promotes products and services that will benefit not only your business, but your customers as well (i.e. suggesting the optimum solutions, rather than just the most expensive ones), it is quite likely that customers will have a positive reaction, knowing that you also take into consideration their own interest.