eCommerce CRM or Standard CRM? What’s your pick?

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eCommerce CRM and Standard CRM


As we all know, eCommerce is a booming industry where several applications are flooded to grab everyone’s attention. But, is it the right fit for your website needs? You need to seriously think about the eCommerce CRM options (either application providers are big or small, it doesn’t matter!)

Do online businesses really need a CRM?

Have you thought about customer interactions? Websites really lack customer interactions. In order to better serve your customers, you need to find out how your user's interest levels are. Building a healthy relationship is important and of course, difficult!

This is where you need a CRM system that captures all your customer data (including birthdays, anniversaries, etc.). This will help you to communicate with your customers effectively every day.

You will also be able to learn their desired products, shopping ideas and of course, promotions. With the business intelligence (user interactions with products or earlier purchases) integration with your CRM, you will be able to generate new and attractive offers which your customers can never refuse!

What is a standard CRM?

A Standard CRM built by big players today is the focus on marketing, sales, and customer service. It is also built to facilitate team communication and collaboration too. Some of the providers such as Microsoft Dynamics CRM, Sugar CRM, SalesForce, Hubspot, etc. are the leading solutions in the industry.

They are quite expensive, built with enterprise-level features, and built to satisfy all needs of companies/organizations. Reason why? It’s simply because they aren’t built for eCommerce businesses!

What is an eCommerce CRM?

A couple of eCommerce CRM solutions have emerged in the market that has a primary focus to serve websites with required features and pricing.

How is it different from standard CRM solutions?

  • eCommerce business-specific features are available.
  • Much affordable
  • Easier to use.

Solutions like x2x eCommerce do support online shopping businesses to easily manage inventory and marketing-related features.

How an eCommerce CRM stands out from its counterparts?

Why online businesses prefer eCommerce CRMs is because of:

  1. integration possibilities of website and data tracking.
  2. users need not be tech-savvy to manage statistics or reports
  3. Readily available reports, KPI management, etc.

Focus on retaining existing clients instead of rushing in for more leads is cheap and profitable. In order to retain your customers, you better learn about them.

In terms of an eCommerce CRM, this is achievable by capturing detailed customer information.

List of features to a potential eCommerce CRM
1. Full Customer Information

Have you noticed the customer profiles in Magento? Well, that’s not all!

With an eCommerce Suite, you should also be able to capture the below information too:

  1. Product or Category interactions by the user.
  2. The intelligence of new or returning customers
  3. Order information
  4. Buying behavior
  5. statuses of existing orders etc.

This information should give you an idea of what type of shoppers your customers are.

No more wild guesses on your customer’s interests anymore! Follow the detailed customer information and nurture your customers efficiently.

2. Webstore – website behavior

If you have recently pitched into an eCommerce business from your regular retailer then you can actually feel the difference.

You get to see your customers wandering around your physical store looking for products firsthand. Similarly, the experience needs to be replicated for your online shopping portal too!

Your CRM solution should have the capability to measure user visits like:

  1. First, the number of sessions of your customer
  2. Then, what sections they visited frequently?
  3. And also, the duration of each session

With the above information, you will also be able to focus on the ups and downs of your website pages too.

3. Working on a single platform

After you have worked on your client profiles and created categories, you will be sending out marketing campaigns to each one of them, right?

So, You don’t want to go back to wasting time on exporting and importing information, right?

This is where you have eCommerce suites to manage your customer emails easily.

4. Easy Integration possibilities

We have planned to roll out an eCommerce CRM by end of this financial year 2017.  With x2x eCommerce, eCommerce CRM will feature all CRM features along with the integration with Magento and Dynamics GP that saves a lot of your time. Besides, It’s more like a plug-and-play solution that goes live in less than 4 weeks' time!

x2x eCommerce is an add on module to Dynamics GP which add new features to GP and also to Magento eCommerce to make both of them fully compatible with each other and able to seamlessly integrate with each other

Want to try out our x2x eCommerce integration solution on your Magento? Get in touch with our eCommerce consultants today for a “quick” demo to get started!

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