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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