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E-Commerce Personalization: Optimize Your CRM for a Better Experience

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A well-designed CRM improves your online experience, delivering consistent, relevant customer service. To reach your full business potential, it pays to know who your customers are.

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E-Commerce Personalization: Optimize Your CRM for a Better Experience

  1. 1. E-Commerce Personalization Optimize Your CRM for a Better Experience
  2. 2. Customer Relationship Management (CRM) platforms track your company’s interactions with all current and prospective customers.
  3. 3. Your CRM system gathers and saves customer information which can later be used to deliver a more relevant customer experience.
  4. 4. Customer experience is seen as the top goal for 74% of all businesses who implement a CRM strategy.
  5. 5. A CRM platform improves customer experience because:
  6. 6. 1. Your business can offer across all channels targeted products and service.
  7. 7. Which 55% of the respondents say brings them back to a site!
  8. 8. 2. You can avoid offering your online visitors products or services which are not relevant
  9. 9. Which is a source of frustration for 75% of respondents!
  10. 10. Businesses that currently personalize web experiences are seeing an increase in sales of 19% on average thanks to improved customer engagement
  11. 11. CRM will be at the heart of digital initiatives for years to come
  12. 12. CRM has become the fastest growing investment for businesses both big and small, which explains why it is expected to become a $36.5 billion market worldwide by 2017
  13. 13. The reason for this growth is simple. Businesses understand that their CRM is their most valuable asset, especially when designing and delivering a superior customer experience.
  14. 14. Reasons include:
  15. 15. • The ability to easily register leads and contacts, making it easier to stay in touch and nurture sales. • The ease with which a business can track all customer interactions, enabling it to better understand, meet, and even exceed a customer’s needs and expectations.
  16. 16. • The nonintrusive way it encourages customer feedback, which improves business performance and, therefore, customer satisfaction. • Its ability to keep all information in one place, increasing a business’s productivity and efficiency when interacting with customers.
  17. 17. Customers prefer to do business with companies who understand who they are, what they need, and can provide a hassle-free experience.
  18. 18. A successful customer experience hinges on a business’s ability to gather and make use of customer insights that can drive that experience.
  19. 19. CRM allows you to do this in 3 ways:
  20. 20. 1. You will know your customer better
  21. 21. You will find out who your customers are as you gather insights critical to customer satisfaction. Where do they come from? What do they do? What do they like about your product/service? What do they dislike about your product/service? Are they satisfied? If you don’t know your customers, you will never be able to connect with them.
  22. 22. 2. You will improve your customer experience
  23. 23. Gathering feedback from customers will allow you to address areas of friction. If something doesn’t seem to be working, remove it. If you can skip a step, do it. If something is missing, add it. Streamlining your customer experience is key to making life easier for your customers which, of course, increases loyalty, positive word-of-mouth, and sales.
  24. 24. 3. You will retain your customers
  25. 25. There is a wide range of relationship drivers which determine whether or not customers will stick with you: quality, price, product, customer service. Ask your customers what is most important to them. Find out why your customers do business with you and what you need to do to keep them from leaving.
  26. 26. Don’t wait! Optimize your CRM today
  27. 27. 27 MyFeelBack is a SaaS software for collecting customer feedback via ultra-targeted smart surveys. Thousands of companies already use MyFeelBack to collect high value customer insights, enrich their customer databases in real- time and trigger marketing actions to boost sales conversions. Our mission: Turn customer feedback into opportunities for your business! We help companies: Spot trends directly impacting revenue Identify areas of improvement Make decisions quickly based on real time data About