Happy customers are the lifeblood of any business, especially in eCommerce. Managing and meeting customer expectations online is even more crucial, because like Jeff Bezos, CEO of Amazon, famously said, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.”
So the stakes of customer experience are higher for online shops and other internet-based companies. However, managing customer relationships and providing the best experience can be tedious and time-consuming. Fortunately, the right customer relationship management (CRM) tool can offer a comprehensive solution to several customer-related challenges.
And the best part, you can choose from a wide array of options depending on factors like affordability, features, and complexity. If you’re new to the idea of CRM, let’s take a quick look at the varieties available presently.
Types of CRM
Generally speaking, you can find three primary types of CRM. These are:
- Analytical CRMs
- Operational CRMs
- Collaborative CRMs
Businesses use analytical CRMs mainly to collect and analyze customer data and improve customer experience. Operational CRMs are instrumental in streamlining growth through essential business operations like marketing, service automation, and sales. Lastly, collaborative CRMs enable effective distribution and use of information between different business departments such as marketing, sales, support, and technical teams.
For the average store owner or manager, these three categories present a long list of CRM choices. And that’s why some businesses choose to rely on salesforce consulting companies for all the customer relation needs. But before you can make the right choice, it’s vital to know what the perfect eCommerce CRM does.
What is an eCommerce CRM?
This is the reality of present-day customer relations; if your eCommerce shop isn’t relying on a modern CRM system, you most likely have some untapped revenue resources. The internet enables stores to sell to customers around the clock instead of the regular working hours. And an eCommerce customer relationship management system serves customers wherever and whenever they want. The right eCommerce CRM can do the following:
- Use multiple channels to capture leads
- Re-engage customers after first interactions
- Social media channels
- 24/7 customer support
- Newsletters and email marketing
- Collecting and analyzing customer data
- Reporting and visualizing data
To choose the right CRM tool, here are five options you can consider today.
Many believe Salesforce to be the number one customer relationship management platform in the world. According to International Data Corporation (IDC), Salesforce emerged as the top CRM system for seven consecutive years. Since it launched in 1999, the platform has led the industry with several innovative features. eCommerce businesses, both small and large, can find comprehensive tools through Salesforce to fuel their growth. It allows complete automation of customer management and lead generation.
If you want to find a tool that helps you combine three essential aspects of eCommerce, marketing, sales, and service, into a single hub, then HubSpot is an excellent option. Shops on the internet can separate each of these three operations or combine them through a simple and intuitive interface. The basic plan for HubSpot is entirely free with no demos, and you can manage email lists, social media accounts, workflows, and customers through the platform.
3. Base CRM
Base is a well-known software company that provides enterprise CRM systems to enable sales teams to track, acquire, and organize leads using multiple channels. The system also offers various in-depth sales reporting features to ensure you have the right perspective on your sales pipeline’s performance. It comes with a demo version and different paid packages, including starter, professional, and Enterprise. Each plan offers a unique set of features depending on your business needs.
For those that prefer a cloud-based CRM system, Zoho is the ideal option. This tool is a complete cloud software suite. It comes with a SAAS business app, an AI bot named “Zia,” and a unique user-interface. The entire platform supports voice commands and can allow you to produce different data reports using voice prompts. Zoho comes with a 15 days trial, free demo, and a variety of paid plans.
Marketo is a CRM platform designed specifically for the automation of marketing. It enables eCommerce businesses to use its features to regulate different types of customer engagements. You can find bundled services aimed at all major marketing aspects essential to running a successful online shop. You can use it to access the current demands and expectations of your customers.
To make the best choice for your online shop, you have to look beyond the present needs of your customers. Therefore, you also need to consider where your company will go within the next 12 to 18 months. You’ll have to invest time and resources into a CRM system. Thus, you must do so knowing your online shop will not outgrow your CRM tool down the line.
With these five customer relationship management tools, you can rest assured that the features, prices, and upgrades you’ll get in the long run will only make your life better. But remember to carefully read the terms and conditions to ensure you agree with every aspect of the products and services these CRMs will provide your online shop.