Find out which are the best CRMs for e-commerce and learn how to choose the ideal one for your business – WAU
Choosing a CRM can totally affect the way an e-commerce does business. In this article, you will see the benefits of this tool, how to integrate it into the daily operation and some of the best CRM options available on the market.
An e-commerce operation needs to be in constant refinement. Any detail can yield (or cost) a lot of money. And nothing goes unnoticed in the eyes of the person you most need to worry about helping: your customer.
Used to research everything before buying and seek validations to make any choice, the modern buyer demands more and more.
But how to understand and adapt to the behavior of your customers to make your store more attractive and reliable? How to learn from failures and eliminate bottlenecks that hinder profits?
The answer to these questions is in a tool: CRM. Responsible for maintain customer relationships at the highest level of personalization, this software represents much of what e-commerce needs to succeed.
If you have already realized that CRM can be a good option, but you are still not sure how to use it or which one to choose, you will like what this guide has to teach. Come on!
What are the benefits of using a CRM to manage your e-commerce?
If you are still not 100% convinced of the adoption of a CRM in your company, check out the 5 reasons to do this as soon as possible:
1. Domain of the purchase journey
Customers’ shopping journey is increasingly digital, and has evolved rapidly. Access to information, excessive options and distrust of false promises are ingredients that make customers very demanding and impatient.
With that, companies need to offer the best content to answer your questions, break objections and stoke your desires, all with the highest possible speed.
A CRM helps you to understand the entire consumer buying process and take practical steps to guide you intelligently along that path.
2. Process efficiency
An e-commerce has several processes, which need to work in line with each other so that customers have the best shopping experience all the time.
If a single button fails, a chain of other processes may fail to function properly and the purchase will never be made. If delivery is problematic, the customer may be dissatisfied, never come back and still speak ill of the store.
How CRM gives a 360 ° view of the business, it facilitates the creation of more effective processes, which reduces costs and increases profit margins.
3. Optimization of productivity
The modeling of better processes has only one possible destination: increased productivity. This applies both to machines, in factory automation processes, for example, and to people.
After all, a team that has clear and agile guidelines is able to perform its work more completely in less time, and even automate some repetitive tasks. It goes without saying that a productive environment results in decreased waste and increased profits.
This benefits the customers, who will have a better and faster service, and also the employees, who will enjoy the success and can be better rewarded for it.
4. Customer success
The customer’s success is so important that it has gained its own sector in many companies. More than that, he strives to work closely with all other areas to ensure that no detail of the customer experience is negative or remains unattended.
How does CRM fit in? Simple, it gives all the necessary data to personalize the experience of each customer and serve you the way it deserves to be served.
In many cases, CRM even helps predict demands and possible problems customer, making it possible to anticipate the search for viable solutions.
5. Accuracy in decision making
The motto of big tech companies, including some e-commerce companies, is “get moving fast and break things”. But, if the movement can be agile without breaking anything, even better, don’t you agree?
In addition to the quest for agility and fast learning, it is also worth gold to get make important decisions accurately. And CRM is amazing at that!
Anywhere, anytime, any team member can look at data about a customer or the operation as a whole and make strategic decisions precisely. All of this without delay.
How does CRM integrate with an e-commerce operation?
CRM needs to be incorporated into all your e-commerce planning, and the data collected in it will be used by various sectors.
This is, in fact, one of the attractions of the tool: in an information center, all areas of the business benefit.
That said, see what the focal points of the CRM system implementation can be.
When something goes wrong with the purchase, customer support needs to shine. It doesn’t matter if the person has spent 5 or 500 reais, it is vital to respect the money and the time that it has spent to give a vote of confidence to your e-commerce.
Therefore, CRM is a great option, as it allows you to see the person’s purchase history and relevant data about him. The more information, the easier it will be to resolve the problem quickly.
In addition, the integration of information that affects different sectors speeds up the problem solving process.
2. Strategic vision
Naturally, being able to provide individual personalized service to each customer is quite an asset. But gathering the data to get a strategic view of the entire business is perhaps even better.
Identify patterns, be it faults that need correction, or elements that work very well and deserve to be highlighted, is the first step in creating a consistent sales model.
After that, it becomes easier to expand the operation and even make bolder bets in the market.
3. Demand forecast
Understanding what the market is asking for is essential in order not to run out of stock of goods or bet on launches that will not be consumed quickly.
The more you know the behavior of customers, through the data collected with CRM, the easier it will be to identify the products they will be looking for in the near future.
In many cases, this can give you an advantage when buying or even producing such products, which reduces costs and even strengthens the brand as a trendsetter.
Predictive analytics: the power to see the future
What are the best CRM software for e-commerce?
There are hundreds of customer relationship management systems on the market. The question you may want to answer is: what software is right for my business?
The truth is that many quality solutions are equivalent, and we are not going to point out just one. First, let’s show you a list of some of the best CRM options available on the market.
Do your additional research and test the options until you find the one that best meets your demand. Below, we list some of these systems.
ZohoCRM is a high quality option, widely used in London and worldwide. Not for nothing, it has already received an award for user experience and is seen as the best CRM on the market by experts in the field.
ZohoCRM is very versatile and has everything your e-commerce operation may need of such a system.
It is free for up to 3 users, but has paid plans ranging from $ 18 to $ 45 per month per user.
The Salesforce brand is one of the most used and respected brands in the world. The reasons for this are good, since it has a quick and easy initial setup, offering various customization features for your specific demand.
The company sells two types of solutions: Sales Cloud Essentials, CRM for up to 5 users, which costs $ 25 per user per month, and an option for larger teams, which costs $ 75 per user.
Used by more than 75,000 companies in hundreds of countries (including London), Pipedrive has a single objective: to simplify the management of your e-commerce.
The big card on the Pipedrive sleeve is its method of operation, which makes the system intuitive and easy to use since the first time. Prices range from $ 15 to $ 59 per user per month.
SugarCRM works in open source, and offers just the essential to know who your customers are and to approach them naturally.
The many automation features and workflows that exist in several of the most well-known CRMs are set aside in this solution, which values simplicity. SugarCRM prices start at $ 40 per user per month.
5. HubSpot CRM
HubSpot is another company on this list with quite a reputation in the international market. So you can’t ignore it when HubSpot creates a free CRM, especially after seeing that it is so complete and adaptable.
Certainly, you will be able to take advantage of HubSpot CRM resources to increase sales and improve the relationship with your store’s customers.
6. RD Station CRM
RD Station CRM is a system from Resultados Digitais, the largest marketing automation company in Latin America. Simple and practical, he has a free plan with no limit on contacts or registered users.
Even if you prefer the extra features of the paid plan, it has the advantage of being charged in reais, and costs R $ 39.90 per user / month.
In the end, choosing the best CRM for your e-commerce will depend on a number of factors, which only you and your team will be able to define.
Remembering the benefits and thinking about how the system will integrate your work routine are factors that will certainly help.
Choosing a CRM is only the first part of the strategy. After doing this, you need to take the right steps to implement the tool. Want to know how? So, here are 9 steps you need to take to do this successfully!