Improve Customer Experiences and Sell More Goods with These Ecommerce CRM Strategies

Are you an online business owner? A seller of goods? A vendor of hot-ticket must-haves? An ecommerce pro? If so, the following Super Colossal Business Goals are probably right up your alley.

  • Super Colossal Business Goal #1: Sell more on your site.

  • Super Colossal Business Goal #2: Make more money.

  • Super Colossal Business Goal #3: Keep goals #1 and #2 on repeat mode FOREVER.

If you gave one, two, or three thumbs up to any of the above goals, you’re going to need a heckuva good ecommerce customer relationship management (ECRM) strategy to succeed. Lucky for you, you’ve landed on the right website.  

In this blog, we’ll cover four important ecommerce business topics: why ecommerce CRM strategies are important for ecommerce retailers; successful ecommerce CRM strategies; how ecommerce CRM strategies can be used to update customer profiles; and how ecommerce CRM platforms are revolutionizing B2C selling.

Why Do Online Retailers Need an Ecommerce CRM Strategy?

Let’s face it, the online world of today is jam-packed with competition, ecommerce is constantly growing, and customers have more shopping options than ever before. Plus, as an online brand, you're being pulled in more ways than ever when it comes to tools for your marketing campaigns, sales funnels, and the customer journey—ya know, all the good ecommerce lingo you’ve been hearing.

So, what exactly ecommerce companies supposed to do to attract more customers, sell more products, and stay competitive in a growing industry? The secret to success lies in creating better connections with your current and prospective customers so that your store stands out by providing the best experiences possible.

If you’re on board with the three Super Colossal Business Goals (mentioned above), and you’re looking to take your online business to the next level, an ecommerce CRM strategy is going to be your best friend.

Ecommerce CRM strategies help to collect valuable information about your customers. Gather deep insight about what pages customers are visiting, to what products they’re looking to purchase, to what they’re clicking through, these ecommerce strategies collect boatloads of information about your customers so that you can connect with them on more personalized levels.

An ecommerce customer relationship management platform (ECRM), like Drip, is a marketing automation platform designed to help your business understand its customers on a deeper, more personal level. The platform is designed to hold millions of records so that you can see exactly what your customers are up to both day and night, then connect with them across your marketing and sales channels with spot-on personalized messages that create more meaningful connections.

The more places your brand pops up to deliver meaningful messages to customers, the more you’ll be able to differentiate from your competitors that are banking on low prices to win customers. A great experience will outsell a bad cheap one any day, and an ECRM strategy will help you make more great experiences a reality.

Ways to Make a Successful Ecommerce CRM Strategy

When it comes to successful ecommerce CRM strategies, connecting with customers through personalized communications should be at the top of your business’ to-do list. But what does effective multi-channel communication with your customer base look like? Is it incorporating social media? Optimizing your ecommerce website? Or is it just honing in your email marketing campaigns?

Well, you won’t be surprised to hear that your most powerful ECRM strategy is a combination of all of those solutions. But finding a platform that can centralize all your data and channels for your strategy can be a challenge—until you find Drip, that is.

Drip taps into the power of the email address to collect, organize, and use all your customer data in the most effective ways possible. With deeper insight into what your customers are doing, the more opportunities you have to tailor your marketing campaigns around different customers.

Here are a few ways ECRM strategies in Drip can help take your marketing campaigns to the next level:

  • Cart abandonment. A whopping 70% of online shoppers who add items to their carts don’t follow through with a purchase. But get this: Cart abandonment emails have the power to convince upwards of 10% of those abandoners to take the final step through the checkout aisle to complete a purchase.

    An ECRM is your solution to reaching people at critical moments in their customer journey. They’re on the precipice of purchasing, and now is not the time for your brand to go silent. Drip’s workflows are able to pick up when someone has abandoned a cart and can automatically deploy a multi-channel approach to get them back to the checkout, whether that’s in the inbox or across social media channels.

    Sending cart abandonment emails and utilizing Drip’s cart abandonment guided workflow feature are two ways your business can nudge ghosted shoppers into making that final purchase.

  • Coupon welcome series. What do shoppers love even more than the products they purchase? Coupons! Nothing says a friendly “hello” to a potential customer like a golden ticket that leads to a discounted product.

    Drip’s Coupon Welcome Series workflow makes it easy to grow your email list by dishing out discounts in exchange for email addresses. Not only will you encourage a potential customer to make a purchase, but you’ll also be able to promote new products and send more offers their way in the future.

    An effective ECRM strategy also enables you to track who capitalizes on the coupons and who doesn’t, so you know who your prime audience for future coupons will be.

  • Personalized Recommendations. Staying engaged with a customer after they’ve completed a purchase helps build trust in your brand. With Drip’s Recommendations, Shopify stores can add product recommendations inside their emails to promote revenue growth and help customers choose which of your products to buy next.

    A GIF of adding dynamic product recommendations to a Drip email.

    Recommendations are based on a customer’s past purchase, product views, cart events, or other Shopify events, so they’ll always be spot-on in both customer wants and good vibes.

Using Customer Timelines in Your Ecommerce CRM Strategy

As we mentioned earlier, an ecommerce CRM collects tons of information about your customers. When you combine all that customer data with your strategies, your online business has the power to utilize all of that customer information for spot-on, personalized marketing automation that reaches customers anytime, anywhere.

Because your customers are as numerous and diverse as the fish, crustaceans, and marine mammals living in the sea, you’re going to want to know everything you can about them in an easy-to-understand format. Enter: visual customer timelines.

Visual customer timeline in Drip.

Visual customer timelines let you see what emails a customer has received and opened, the workflows they’ve started and completed, individual tags that have been applied to them, how long it takes that customer to get from signing up to making a purchase, what ads they’ve clicked on, and more.

These timelines are full-color customer profiles that help you understand how and when people are engaging with your brand, which is priceless information when developing your multi-channel ECRM strategies. You can examine the differences between your most engaged customers and customers you want to become more engaged, and make according adjustments to your marketing strategies.

When you start to understand where and when your customers are engaging with your ecommerce brand, you can use that customer data to fine-tune your strategies and determine:

  • When to send welcome, abandoned cart, or promotional email campaigns.

  • How many emails is the ideal number for your audience.

  • Which channels have the most impact from social media to email and more.

  • What marketing channels have the most attributable revenue.

How Ecommerce CRM Platforms Are Revolutionizing B2C Selling

What is B2C selling?

B2C (business-to-consumer) selling, also known as B2C sales, is where a store sells directly to people like you and me—just your regular consumer buying goods for personal use or consumption. Think the local coffee shop or your favorite online underwear store. In contrast, B2B (business-to-business) selling revolves around transactions done between two businesses.

Cooking up a strategy for B2C selling means having to appeal to each individual person. Using personalized approaches is being more crucial because of all the mounting online competition in the B2C ecommerce arena.

How is ECRM revolutionizing B2C selling?

Until recently, options for ecommerce stores with limited resources (time, money, employees) were few and far between. But now, with Drip ECRM—the first and only ecommerce customer relationship management platform—ecommerce stores are finally able to create the personalized experiences customers are longing for.

What makes Drip’s platform so special and unique is the fact that, unlike a traditional CRM software system that’s bulky, complex, and rooted in basic and boring communication methods, an ECRM platform is easy-to-use, ready to bring a brand closer to its customers, and 100% designed for the buying and selling of anything online.

Instead of focusing solely on making the sale (like a CRM software system), an ECRM pays extra close attention to the customer experience as a whole so that your business can send more targeted and relevant marketing for increased engagement, conversions, and sales.

Three Thumbs Up for Ecommerce CRM Strategy

Your ecommerce business probably has its own Super Colossal Business Goals. Whether they’re to sell more inflatable beach toys (notably the giant lifesize replica of Nessie), or to gain 17.5 additional loyal customers before the month is over (your mother becoming a loyal customer only counts as .5), tackling whatever goals you’re after is just a hop, Drip, and an ecommerce CRM strategy away.

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