CRM or a customer relationship management system is a data processing tool that tracks and makes customer data usable for outreach, engagement, and relationship building. A CRM enables ongoing connection with the customer, tracking their customer journey and aligning it with the business goals.
The customer insights from a CRM help build a mutually beneficial relationship where the customer enjoys dealing with your brand and you get their loyalty in return.
Some uses of a CRM in ecommerce:
A CRM lets you see how people interact with your site, how they shop or don’t. Learning from their behavior, you can improve the experience you offer and better connect with them. An ecommerce CRM usually offers a direct way of communicating with them as well, like email so all segmentation and insights can be directly used for marketing.
— Direct-to-consumer (DTC) is a business model of commerce and the fastest growing type of ecommerce. DTC brands most often manufacture their own proprietary products and sell them through a brand website, bypassing distribution chain links and other interme
— Customer engagement is the long-term communication between customer and brand. For companies, it means brand awareness and continued interest, returning customers and loyalty. Engaging customers is a way to be remembered between orders and to get noticed b
— Customer database is an organized record of all your customer data - contact details, orders, communication, activity on site, etc. It automatically tracks and processes customer behavior to make it actionable for marketing. In a customer database, you can