Why do ecommerce companies need CRM?
By 2040, around 95% of all purchases are expected to be via ecommerce. While the ecommerce business is growing tremendously, the industry landscape is hyper-competitive. Customers have more choices than ever before, and to stand out, you have to deliver a seamless experience and delight in every transaction.
To start with, piecing together a holistic view of the customer is a challenge that all ecommerce store owners face. This is primarily because an ecommerce store like yours may have hundreds of leads visiting your website, but you don't have any face-to-face contact with them like a physical store. Even with existing customers, it is challenging to retain them when they can easily get pulled into another competitor's offering.
For new visitors, you need to get their attention, gauge what they are looking for and make personal connections, and for existing customers, you need to study their past buying patterns and retain their attention. This becomes a struggle when the data you are collecting is fragmented across different tools used by sales and marketing teams.
A CRM software for ecommerce stitches together your fragmented data and provides a unified view of your leads for sales and marketing teams. It also gives the much-needed insights to target the right leads. These valuable insights will enable smart decision-making, improve customer retention, and increase your revenue from B2B and B2C customers.