CRM for eCommerce Benefits and Implementation Steps

eCommerce shopping.
Businessman on blurred background using digital shopping icons 3D rendering. Source: Depositphotos

CRM solutions have been used for customer relationship management in the B2C sector for years. They provide efficient control of customer data. Moreover, business owners can use CRM systems to gain insight into changes and trends in customer behavior. That’s why it’s worth considering the benefits of CRM systems for e-commerce businesses and how to use them effectively, which we’ve compiled for you in this article.


Benefits of CRM for E-Commerce

CRM greatly improves the relationship between businesses and consumers. By optimizing data collection and analysis, e-commerce provides customers with higher service quality, increasing client satisfaction and loyalty. Customer relationship management systems also have other benefits:


  • Boost in sales. CRM provides the sales department with detailed information about customer behavior, allowing them to improve services.
  • Balancing supply and demand. CRM’s demand-driven planning feature improves profitability and ensures optimal supply.
  • Optimization of advertising. Analysis of customer interests allows you to set up more effective ads and increase conversion rates. 
  • Improved after-sales service. Access to all order details lets you provide customers with a better post-purchase service.
  • Integrated RMA management. CRM can also simplify Return Merchandise Authorization (RMA). A customer service department can access all essential data to solve clients’ problems faster.
  • Decreased risks. Automating data synchronization reduces manual transmissions, avoiding potential errors and providing a better user experience.


How to Select a Proper CRM

There are several kinds of CRMs. To choose the best one, you should determine your needs and requirements and familiarize yourself with the features of each type:


Cloud CRM system (SaaS)

Cloud CRM is the best option for medium-sized businesses and startups, as it does not require purchasing additional equipment or hiring individual specialists.


Standalone CRM solutions

Such systems require using your server, so you have to invest in the hardware, but they provide greater control over all processes.


Individual eCommerce CRM

Individual systems are highly customizable to suit your company’s needs and fulfill your clients’ requirements.


If ready-made solutions do not meet your needs, contact an experienced software vendor to build your own CRM.

What Advantages Customized CRM System Has

Custom CRMs have a number of advantages and are suitable for businesses with complex specific models and companies that want to get more prosperous and more advanced functionality than standard solutions offer.


CRM made-to-order allows you to reduce costs and development time by avoiding unnecessary modules. Moreover, this approach makes the system more efficient. Also, you do not need to pay for each license separately if the CRM belongs to you. Furthermore, you can grant access to unlimited employees depending on your needs.


And although creating an individual CRM system requires a significant initial investment, they pay off many times over and allow you to save money in the long run.

How to Make E-Commerce CRM: Essential Steps

To create a CRM system quickly and get the maximum benefit from it, you should pay attention to several key steps:


  1. Define goals. First, you need to decide what tasks you plan to automate using the CRM system.
  2. Decide on functionality. Your next step will be to select the features required to complete all the tasks. If you are doubting, seek advice from an experienced software vendor.
  3. Discuss the solution with colleagues. Hold a meeting with employees and partners to listen to their wishes. In this way, your CRM will meet the needs of all workers as much as possible.
  4. Choose an experienced software provider. The success of development largely depends on the professionalism of the development team. Study outsourcing vendors, their customer testimonials, and portfolios to get the best value for money.


E-Commerce CRM System’s MVP Features

Although the functionality of CRM can be very diverse, we have selected a set of features that are essential for e-commerce.


Market Analysis

This feature will keep you and your employees updated with the latest market trends, helping you understand customer needs, develop marketing, and increase sales.


Activity Monitoring

Tracking customer transactions and other business-related activities is essential for e-commerce CRM systems. All the data can be used to create more customized offers when it makes the most sense. In addition, this system allows professionals to analyze customer intent and behavior.


Effective support

A customized CRM should automatically route customer requests to the right person. For example, in case of difficulties with the online store, the application should be quickly forwarded to the support operator to resolve the problem.


Customer Lifecycle Analysis

CRM can determine each buyer’s recent purchase history, frequency, and product types. This information can be used to create personalized recommendations for customers.


Communication Channel

An expertly designed CRM can allow your staff to email client suggestions and offers to increase customer loyalty.


These features are must-haves, but you can include additional ones if needed.


Bottom Line

The benefits of using CRM in e-commerce are clear, and it is vital to consider the needs of all related business divisions. If you want to improve customer satisfaction, boost efficiency, increase profits, and stay ahead of the competition, start implementing e-commerce CRM with a software vendor with expertise in retail solutions.


Author bio


Yuliya Melnik is a technical writer at Cleveroad. She is passionate about innovative technologies that make the world a better place and loves creating content that evokes vivid emotions.

As an Amazon Associate, Scoop Canada earns from qualifying purchases.