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How CRM Software Improves Customer Retention Rate in the E-commerce Industry

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Customers retained are customers gained. Customer retention is key to building a brand and proving to the other players in the market that you offer consumers something that nobody else can.

Online retail is fast-growing in every term of the phrase. Consumers today want everything delivered home by just using the click of a button. With smartphones becoming ubiquitous devices, the increase in online shopping has been exponential. E-commerce sites have their tasks cut out for them and it is a matter of who can handle the sprints and the marathons. Creating a brand that people trust is not an easy task but once you do it, your business will scale new heights. Unfortunately, not every e-commerce firm has found it easy to become the preferred brand to customers on a large scale. This is where the components of a CRM can help bridge the gap.

Startups in the e-commerce industry need more to get up on the big stage today. A CRM plays right into their prerogative by making tasks simpler. Finding proper use for customer records and marketing different products to specific groups is the way forward. A CRM structures customer mapping in an automated way right from first contact to post purchase involvement. Every interaction with the customer is collated and mapped throughout. This is what most companies are missing – sufficient engagement with customers on a regular basis.

Speaking about the scope of marketing, it is essential to remind your customers that you are thinking of them. Integrating your CRM with any email platform will make email marketing that much more effective. To increase your average order value, you could implement:

  • Loyalty Programs
  • Discount & Promo Codes
  • Flash Sales

The higher the purchase frequency, the bigger your repeat customer rate is going to be. Drawing up the numbers on what your previous months have looked like, you can sketch a plan to target audiences that shop online under specific conditions. A CRM offers enough report options to find statistics on highly specific metrics to gain enough insight on what should be the next step.

A special method of marketing to unique customers is a trend that has become fairly common. Customers whose order value is higher and who shop regularly should be made the priority. They are the ones who help maintain an average order value and offering them incentives to shop more is one way forward. CRM software gives you enterprise grade features, enabling you to handle VIP-level customers in a way that makes them feel privileged. By personalizing interactions you create goodwill and become known for the great service that you provide.

Customer support will always be what helps you bring back customers. They always remember how they are treated and you will be surprised how many actually rate the service over the product. Offering customers a truly Omni-channel experience can go a long way towards making them loyal to you for life. Adding a Self-Serve option, given that so many customers use their mobiles to reach out, will reduce the time taken to close tickets and delight customers with the speedy resolutions.

 

*The Author is Sheshgiri Kamath Co- founder & CEO, Kapture CRM

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Sheshgiri Kamath

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