Ecommerce CRM: features, integrations & top platforms
Our ecommerce CRM services
Itransition delivers end-to-end CRM services to help ecommerce businesses eliminate customer data silos, build stronger customer relationships, and increase productivity.
We will advise you on every stage of your CRM project, including the visualization of your future CRM solution based on your requirements, workflow design, CRM platform selection, and change management post-implementation.
Implementation
We roll out and integrate CRMs following a carefully elaborated implementation plan based on your requirements. We run pre-deployment validation, making sure that the solution functions without failures, and mitigate emerging issues and risks.
We can help you transition your legacy system to the best-suiting CRM platform with no data loss and minimum downtime. We will audit your current system, craft an effective data migration strategy, perform test migration, and transfer the selected data and workflows to a new CRM solution.
Customization
Our CRM specialists can configure and customize your CRM to better align it with your business processes and ecommerce strategy. We can adjust CRM workflows and business logic to make the solution easy to use and customize various templates in line with your current business needs.
For existing CRMs, we deliver on-demand or ongoing maintenance services to monitor the software’s performance, check the system for data management or security issues, fix bugs, and release updates.
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Ecommerce CRM capabilities
Whether you are a B2B or B2C retailer, our team will develop and implement a feature-rich customer relationship management system tailored to your business specifics.
Customer data management
Ecommerce CRM software helps you collect customer data and get detailed profiles to better understand your audience’s needs and preferences. With a 360-degree view of customers, engaging them at every stage of the sales funnel across different touchpoints becomes easier.
- Cross-channel customer data collection and unification
- Detection and removal of duplicate customer accounts
- Default and custom criteria for dynamic customer segmentation
- Segment overlap analysis
- Customer data export to other applications
Ecommerce CRM integrations
To unlock the full potential of ecommerce CRM software, we integrate it with other systems you use for ecommerce operations that provide critical customer data.
Core integrations
Ecommerce website
Ecommerce portals
ERP
Social media
Customer data analytics
Payment gateways
Email & messaging services
Ecommerce website
We connect CRMs to ecommerce websites or online stores built on platforms like Magento, Shopify, or WooCommerce to capture comprehensive data on customer behavior and track each customer’s journey and lifecycle.
Ecommerce portals
By integrating an ecommerce portal with your CRM system, you can track customer interactions in real-time, create personalized portal content for each customer, and get critical data for customer behavior analytics.
ERP
The ecommerce ERP-CRM integration provides synchronized supply and demand data generation, unifies customer-facing and back-office operations, and establishes a single source of truth.
Social media
A CRM linked to a brand’s social media channels can track key customer-related social media metrics, log new customer messages from different channels in real-time, and enable social listening for getting direct customer feedback from comments and mentions.
Customer data analytics
Integrated into CRM, customer data analytics tools deliver insights into customer behavior, predict and mitigate churn, and help create targeted marketing campaigns to ensure better customer service, optimized customer journeys, and maximized LTV.
Payment gateways
We can integrate preferred payment gateways into your CRM to help you streamline payment processing, manage customers’ payments within a single system, instantly sync incoming transactions, and provide you with a greater visibility into your financial and marketing performance.
Email & messaging services
Once your CRM is integrated with email and text messaging services, you can create mass email, SMS, and push campaigns, deliver automatic order status updates, send verification codes and notifications triggered by customers’ actions, and update customer data.
Best ecommerce CRM software
Popular ecommerce customer relationship management platforms incorporate essential features for customer data and sales management as well as additional tools to cater to more specific business needs.
Salesforce Customer 360 is an integrated cloud CRM platform with a complete set of components that streamline interactions across teams and provide a holistic customer view with real-time personalization capabilities.
Key features
- Dedicated out-of-the-box solution bundles for sales, service, marketing, and commerce
- Unified customer data and consent management
- Advanced audience segmentation
- Universal consumer IDs across all Salesforce apps for quick customer profile reconciliation and updates
- Privacy Center for data privacy compliance management
- Data-driven customer experience personalization
- A proprietary AI solution and a GPT tool
- Custom reports, dashboards, and visualization tools for insights into customer data
- Machine learning tools for trends identification and sales forecasting
- Simple integration with other Salesforce products and partner apps
- Easy to adapt to the growing needs of ecommerce businesses
Limitations
- A steep learning curve
- Can be pricey, with additional apps and services increasing the cost
Pricing
- Several pricing plans
- The price depends on the edition and software bundles
- 30-day free trial
Best for
- Ecommerce companies of all sizes
Ecommerce CRM selection guide
This step-by-step guide outlines important aspects that digital retailers should consider to pick the right CRM tool.
1
Determine your objectives
First, establish the business goals you want to achieve with ecommerce CRM software. This will give you the initial vision of a suitable solution for your online store.
2
Choose features & functionality
Opt for platforms containing features that align with your goals and existing workflows. To avoid overpaying for unnecessary features, we recommend going for a platform that allows upgrades to more advanced plans as businesses expand.
3
Evaluate CRM usability
When you’ve narrowed down your search to a couple of platforms, look up their demo videos on the internet or book a demonstration with CRM providers. This way, you can get an idea of their user interfaces, design, and ease of use. Companies new to CRM should prioritize vendors that offer training and support.
4
Assess the integration potential
Find out what third-party integrations each CRM platform supports so that you can connect your ecommerce website and other vital business applications to CRM and create a consolidated ecommerce ecosystem.
5
Match your budget with CRM pricing
After determining the amount of money you are ready to spend, check if CRMs you consider offer suitably priced packages with users, features, and free or paid connectors.
6
Test the solution
Many CRM platforms are available for a free trial, so take advantage of this option before making the final decision to see how the solution fits your business processes and requirements in practice.
Our ecommerce CRM rollout framework
1
Consulting
We elicit requirements, analyze your business case, and identify your needs to create detailed solution specifications.
2
Implementation
We deliver platform-based CRM solutions and customize legacy systems by expanding their functionality and adapting them to your current needs. If needed, we can develop bespoke modules or features from scratch.
3
Migration
If needed, we provide a seamless migration from your legacy system, safely transferring all data to a target CRM and adding new features.
4
Integration
We integrate your ecommerce CRM into your digital ecosystem, making sure it communicates seamlessly with other business systems and exchanges data securely.
5
Testing
To ensure smooth operation and high quality of your CRM system, we perform testing throughout the development process and after the software integration.
6
User adoption
We familiarize end users with their new CRM system through guided onboarding programs, helping companies use the system fully as early in the project as possible.
7
Maintenance & support
After the deployment, we help ecommerce companies keep their CRM systems fully operational, providing on-demand or continuous support and delivering necessary updates.
Benefits of adopting ecommerce CRM
Valuable insights
Through a comprehensive view of customer data, ecommerce CRM software provides businesses with valuable insights that can drive data-driven decisions.
Personalized customer experiences
A CRM-powered 360-degree view of your customer base helps online merchants personalize shopping experiences, send targeted promotions, and deliver tailored customer service.
Increased operational efficiency
By automating routine manual tasks, ecommerce CRM solutions free up employees’ time for more important activities and make operations more efficient.
Lower lead acquisition & retention costs
Since CRM systems reduce the time and resources required for interactions with leads and customers, ecommerce companies spend less on attracting new leads and retaining customers in the long run.
Better marketing KPIs
Ecommerce businesses can optimize marketing strategies, better segment and target consumers, and craft more effective advertising campaigns based on detailed customer data from their CRM.
Streamlined sales
Ecommerce CRM solutions offer sales automation capabilities, enabling sales reps to convert more leads and close deals more efficiently.
Improved customer service
Ecommerce CRM software provides tools for faster issue resolution, service experience personalization, and further complaint prevention to keep customers satisfied.
Effective cross-team collaboration
Team members from different departments can quickly access any available customer data in CRM and better coordinate their activities.
Improved business outcomes
With the better performance of the sales, marketing, and customer support teams, online retailers can expand their customer base, strengthen customer relationships, and tap into new business opportunities.
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