The use of CRM solutions for managing and maintaining relationships with customers in a B2C sector is a longstanding trend. In the online retail sector, customer information management is a vital part of any viable eCommerce platform. Ecommerce CRM solutions allow you to register, track and use data related to customer interaction.
Using CRM systems, business owners get a complete picture of the customers’ behavior changes and trends. Let’s take a closer look at the advantages of CRM systems for eCommerce business and how to use them wisely.

What is a CRM system?

CRM stands for Customer Relationship Management. It represents one of the business development strategies that adheres to a client-oriented approach. This implies that business is built around the clients’ needs at most and relevant information about them is crucial for business functioning.
So, what is a CRM system and why do we need it? CRM software is a set of technological and organizational solutions that allows to collect, process and store customers’ data. These systems let businesses trace the history of the relationship between the client and the company, analyze customers’ needs, create a generalized consumer’s profile. All these measures are aimed not only at the acquisition of customers but also engagement and re-engagement of them.

Who benefits of using CRM solutions

The answer is pretty simple. Both sides: businesses and customers. However, before choosing a CRM system, you need to understand whether a client-oriented approach meets the principles of your business. There is no need to use such systems within your business model without a sufficient justification, only because such systems exist and work for some other business.
For example, such businesses as online stores, wholesale companies or beauty salons will not be able to work effectively without paying enough attention to incoming calls. After all, the fulfillment of orders and customers’ satisfaction are very important for each of these businesses. It’s the only way to gain loyal customers.
So, if your business model is based upon the importance of incoming calls or requests (leads) from new customers, or if your business makes effort to obtain and retain new customers, you will gain benefits of using a CRM system.

Here are some ways how introduction CRM in eCommerce can help you improve the quality of customer service.
benefits of crm system

Advantages of CRM software for eCommerce
Sales growth. Representatives of the sales and customer service department will be able to access information, such as customer order history, payment history, product inventory, and so on. This deep insight will allow to apply a more personalized approach to customers.
Improved demand and supply planning. Ecommerce CRM software provides demand-driven planning feature as well. Now the company can better predict the demand for its products and better manage its reserves (sales, search, manufacturing, etc.).

Targeted marketing and advertising campaigns. Due to the centralized information, you can launch targeted and personalized marketing and advertising campaigns.
CRM solutions allow to create self-service portals for your customers to access the status of their order, track the shipment, check inventory and much more.

Improved after-sales service. Having all the necessary information, you will be able to better serve customers after the sale, making more personalized offers.

Integrated RMA Management. Return Merchandise Authorization or RMA may also be among CRM benefits. What does it mean? A support representative who has all need information can find the most suited approach the customer's problem solving on phone or using remote diagnostics.

Reduced costs and losses. Automatic synchronization of information eliminates the need for manual data transmission, which is subject to errors and can lead to unsuccessful client’s experience.