E-commerce CRM: Sugar Sell, your perfect match
We are witnessing that every form of online transactions is on the rise, even more so in these pandemic times. Online purchases had a share of 14.1% in global retail sales in 2019, and it’s expected that e-commerce will make up 22% of global retail sales by 2023 (Statista). E-commerce industry is growing like never before. But this growth brings some problems along, and calls for making some decisions.
Industry growth means more sales, more sales means more customers. In order to attract new and keep the existing customers you’d need some extra help. Every company, no matter how big or small, considers implementing CRM at some point. The type of business in question is also irrelevant, it’s the modern way of doing business that drives the need for a competitive edge.
Selling luxury, rare or unique items asks for a whole different approach. Chances are that e-commerce businesses sell goods and services that are commonly available. Companies take different routes and strategies in order to be successful, but there’s one common denominator to them all: improve customer experience (CX).
There are many ways to improve CX:
- Customize user experience – you should always keep the history of every customer interaction (including sales) and be ready to suggest other products or services to them based on their unique interests. 87% of consumers surveyed say that personally relevant branded content positively influences how they feel about a brand (OneSpot).
- Personalize transaction emails – customers should always be aware of the status of their order. Make sure that tracking links are highlighted and clearly point out any action they need to take as a part of post-purchase process.
- Know you customers – identify key metrics that are appropriate for your business and act by them. You should also be prepared to change your tactics based on current route that demand takes.
- Decrease shipping time – modern customers are, let’s face it, spoiled. They don’t want to wait days before product arrives. Recent survey showed that only 3% of consumers were willing to wait more than seven days for their purchase. You need to do anything in your power to ship the products as fast as you can.
- Omni-channel servicing – A study by the Aberdeen Group showed that businesses that with good omni-channel customer experience have a customer retention rate of 91%. You just need to find a way of keeping track of all the customers in one place.
The solution that ever-rising number of e-commerce companies has implemented is Sugar Sell. It’s a CRM application made by SugarCRM that focuses on helping you keep track of your customers and keep them loyal and satisfied. Sugar Sell is very versatile platform, easy to set up and even easier to use.
Sugar Sell: Enables businesses to create extraordinary customer relationships
As the most innovative and affordable solution on the market, Sugar Sell brings customer data into one place and builds on top of that underlying customer data a complete system for sales automation, collaboration and reporting.
E-commerce businesses are able to drive revenue, increase efficiency, reduce sales costs and deliver unmatched customer buying experiences. Depending on the type of goods or services that you’re selling, you will have a number of tools at your disposal:
Clean data overview
you will have an insight into every piece of customer data that you ever gathered (every purchase, email, request, call, meeting).
Campaigns
depending on your marketing strategy you can start an email campaign where you can contact everyone from previously defined list by sending a personalized email.
SugarBPM
You can automate your sales process by ‘managing approvals, sales processes, call triaging, and more.
Reporting
powerful Advanced Reporting engine will generate any kind of report that you could think of. Keep track on those KPIs that are most vital for your business.
Sugar Dashlets
utilize this feature to have most important KPIs and charts right where and when you need them.
Tile view
most important objects (such as tasks, opportunities, leads) can be viewed in intuitive drag-and-drop interface.
Web-to-lead forms
provide a simple way to allow visitors to your website or other online locations to become leads in your Sugar instance.
In order to enhance CRM functionalities even more, 38 Elements has made eCommerce connector plugin for Sugar Sell. 38 Elements is Sugar Advanced Partner that specializes in implementing Sugar in eCommerce businesses as well as customization and modification of products from SugarCRM family.
Having eCommerce connector means that you can have all the data from your store synced into Sugar Sell in real time! All products, orders and customer details will get imported into Sugar in a blink of an eye. And that is when your business can start its exponential growth, mainly because every piece of information will be recorded in CRM and then processed before being used to plan any future sales efforts.
Nucleus Research showed that ‘CRM pays back $8.71 for every dollar spent’. And multiple researches showed that CRM is a necessity in modern day business. That’s the only way of listening to (and predicting) customers’ needs. Staying ahead is achievable only if you keep track of sales data and analyze customers’ actions. A dozen of researches proves that having all e-commerce store’s data in CRM helps a lot.
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