Importance of CRM in eCommerce

Team Richpanel
Published on  
April 13, 2024

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Table of Contents
  1. What does great Customer Service look Like?
  • What does great Customer Service look Like?
  • What does great Customer Service look Like?
  1. What does great Customer Service look Like?
  2. What does great Customer Service look Like?
  3. What does great Customer Service look Like?
  4. What does great Customer Service look Like?
  5. What does great Customer Service look Like?

Customers are highly valuable for ensuring the success of your business. It is important to cultivate a healthy relationship with customers to gain customer loyalty. This is where the role of CRM comes into the picture. The importance of CRM in eCommerce is huge. One of the significant roles played by CRM is that it is online, enabling almost all customer interactions to be digital. 

In the world of eCommerce, everyone is selling something. In such a scenario, you must make conscious efforts to make your offers attractive enough for a specific group of audiences. Apart from identifying customers and interpreting their mindsets, the CRM also helps plan and develop compelling offers whenever an audience visits your website. Beyond the eCommerce shopping platform, CRM is regarded as one of the most efficient tools. Additionally, it can be modified as per the selling techniques and location, the line of customers, and the brand awareness among them. 

Initially, maintaining a CRM system might be an expensive affair, but gradually you would end up saving money and time in the future. The internal and external techniques of a CRM are automated, including communication, invoicing, reporting, and financial prognoses. This eliminates the need to complete all the work manually. Rather you can introduce streamlined procedures once you or your customers complete certain activities.

In the past 10 years, several businesses have shifted their business models from BTC to DTC models. It has gained much more popularity for the DTC marketing and selling campaigns for every business, be it the clothing companies or the ones selling fresh produces. According to the direct-to-consumer business model, manufacturers try to reach their customers directly to sell their products. They try to avoid the involvement of any wholesaler, distributor, intermediaries, or retailer in selling their products.

The DTC businesses are in charge of their total customer base. They focus on strengthening customer relationships to deliver value-added services and outstanding customer experience. Customer engagement policies are one of the best marketing strategies used by DTC businesses to develop their customer base. Boosting support channels, incorporating self-serve portals, including a touch of personalized or customized customer interactions, incorporating multichannel support, creating interesting and engaging content, etc., are some of the consumer engagement strategies used by DTC businesses.

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Why is CRM the Key to a Successful eCommerce Business?

Customer relationship management or CRM involves all the events, strategies, and technologies adopted by companies for managing their existing and potential customer interactions. It is because several businesses believe their customers to be the king.

A significant rise in eCommerce business has provided the customers with ample options of choice. They usually settle for user-friendly stores with product testimonials and offers. Customers also look forward to brands addressing their queries and grievances promptly. Such prompt and regular responses boost customer experiences, thus, increasing the brand’s popularity and sales.

Most customers seek personalized touch from businesses through advertisements or shopping experiences. Keeping up with this personalized approach is the most challenging task for e-commerce businesses. They can practice this approach in multiple ways – telephone calls, chats, emails, websites, social media, etc. The revenue of a company is impacted by both customer loyalty and revenue. Thus, the CRM management strategy helps to boost the company’s profits.

Key Advantages of CRM for Ecommerce Business

Every successful business organization is familiar with the importance of CRM and the technique to use a CRM system. By investing in premium CRM tools and using them regularly, they aim to provide a personalized experience to all their customers. following are a few key advantages of CRM for e-commerce businesses:

  • Acquire customer information.
  • Boost conversion rates.
  • Re-engage with customers through enhanced marketing.
  • Email Marketing.
  • Help in improved prognoses and inventory management.
  • Long-term customer support.
  • Minimize losses involved by reducing errors.
  • Maintain brand consistency.

What is E-CRM?

Is your business consistently seeking innovative customer engagement strategies? Are you geared up to introduce new customer-centric technologies that will augment productivity? If that’s what you want, it’s high time to get down to business and bring in e-CRM technology for the business.

The e-CRM systems are way ahead of conventional CRM software. They manage customer-centric events by strategizing its integrated sales, service, and marketing with the help of the Internet. Using an electronic medium utilizes customer information and supports companies in maintaining and promoting customer relationships. Companies can identify customers’ buying trends, patterns, and engagements with innovative practices like data mining. This data will help make prudent marketing decisions, further enhancing their business ingenuity and marketing approaches. 

The e-CRM applications have evolved from the traditional CRM software unfalteringly. Several are included in this application, like an e-commerce selling platform, infrastructure for customer communication, and business applications.

CRM & E-CRM (Traditional & Ecommerce CRM)

Gathering important customer data and preserving it in a single location is one of the significant functions of traditional CRM software. The customer data included desired contact method, account data, and details of prospective leads. Through traditional CRM usage, businesses can comprehend the various customer interaction and satisfaction techniques that are effective for daily operations. Also, it provisions the sales employees with details of customer profile data regarding previous purchases.

The spotlight of e-CRM (e-commerce CRM) falls majorly on online sales and customer experiences. The application is capable of analyzing customer data and sales patterns and registering and storing data. Here traditional CRM and E-CRM provide similar provisions. Nevertheless, e-CRM can do all these tasks incessantly. Evaluating the metrics of your site is another feature found in most e-CRM applications, like:

  • Conversion rates
  • Customer click-through rate
  • Email subscription opt-ins
  • Which products appeal to customers

Facilitate your customers with personalized experiences with such user-friendly e-commerce bonuses. To maintain a healthy customer relationship, a few tips must be noted; providing the expertise to your customers for customizing their e-commerce experience and attending to their needs, and inciting them with the feeling of being heard. Apart from boosting new customers, such tips will also prove helpful in retaining the existing ones too.

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Components of E-CRM

Marketing Automation Tools

  • It is among the key components of e-CRM.
  • Businesses can conjointly manage multichannel marketing campaigns.
  • Definite customers with customized communications through email, phone calls, and live chat can be targeted.

Campaign Management

  • It helps plan, implement, and record every marketing campaign ascertaining your company’s quick return on investment.
  • Saving time and improving operational expertise are easily achievable.

Product and Pricing Models

  • An e-CRM application helps businesses easily site their products and services.
  • Pricing details can be discussed and modified to satisfy the requirements of your prospective clients and provide them with a solution.

Client Service and Support

  • Service and support medium are considered among the central foundation of the e-CRM software.
  • It facilitates agility and prompt response to customer grievances for organizations.
  • The e-CRM systems might be used by businesses to make it accessible to clients 24/7 and provisioning for exceptionally improved customer engagement.

Content Management

  • Firms can successfully manage enterprise content by using tools like search engine optimization (SEO).
  • Adequate content marketing approaches help increase organic traffic to your business’s website and promote multichannel client engagement.

Important Features & Benefits of E-CRM

By using e-CRM technology, businesses can rule the market and stay ahead of their competitors. With advanced features of e-CRM software, businesses can work towards merging customer touchpoint data and boosting team cooperation. Maintaining strong customer relationships is something that cannot be compromised at any cost. Thus, people want to decipher an ideal strategy to implement it.

If you are interested to know about the ideal features of e-CRM, take a look at the following points:

  • An e-CRM application has the expertise to collect customer information. Such expertise includes sign-up forms, pop-ups, etc.
  • Integrating with all the tools you use is one of the important features of the e-CRM application. At least the order management system and e-commerce platform should be integrated with it.
  • The e-CRM systems should have the feature of viewing customer profiles and their event history.
  • Segregation of customer data based on their actions, browsing activity, and the customer-related data you hold is one of the features of e-CRM.
  • Automation flows are created so that you can trigger actions like sending an email or SMS, and it will be dependent on a trigger whenever an order is placed, or the cart is empty.
  • Communication with end-users via emails or SMS campaigns.
  • Convenient addition and removal of people from the catalog.
  • Generating reports and analytics.
  • An e-CRM application facilitates tools to identify customers like predictive analytics, expected next order date, etc. This will help to identify trends and ascertain ways to create profitable customers.
  • Also, some tools provide analysis of customer acquisition cost (CAC) and lifetime value (LTV).
  • Provides seamless improvement tests and optimization of several features in the form of A/B forms or Emails.
  • It can be accessed extensively from any place, for example, with a cloud-based service model.
  • An efficient support team to train on using the tools and guide in case any issues crop up.

Benefits of E-CRM

By introducing e-CRM technology, businesses can utilize the benefits of technology to gain supremacy in business and outshine competitors. The application is loaded with innovative features that will help you keep close track of your customers’ behavior and work towards gaining their loyalty. Various ways through which your business can boost profitability by using e-CRM tools. A few benefits of e-CRM are mentioned below:

  • Comprehending the demand and supply system in a better way.
  • You can observe if customers can effortlessly browse and navigate your website.
  • Enhanced customer service
  • Convenient checkout methods.
  • Reducing losses and price (with improved customer sales recording ability).
  • Creating engaging advertisements for your target audience.


The eCommerce industry is unpredictable. You need to be aware of all the prevailing market trends and growing customer needs. It is a cut-throat competition, and to be ahead in this competition, you must build a strong relationship with your customers.

This can be achieved by growing out of manual complexities and adopting the CRM application to boost customer satisfaction. It will help promote a healthy relationship with the clients by providing world-class services.

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