How to choose the best CRM for your e-commerce?

How to choose the best CRM for your e-commerce

One of the needs for today's e-commerce and businesses is automation. If you want to be really competitive, and position yourself correctly in the market, you and your team should stop using " spreadsheets " to manage your customer data. How to choose the best CRM for your e-commerce

You need to be able to have a database and/or a CRM  that helps you in all these customer data management processes. At the same time, you need to know how to choose a CRM for the tool to help you instead of harming.

"What characteristics must be taken into account before choosing", is what we will see in this article.

What is a CRM?

A CRM (or CRM software) is a specialized CRM application that is used to manage an organization's relationships with its customers.

The following are some of the features to consider before choosing.

Interaction tracking

Your CRM of choice must have a monitoring system for customer interaction, as you need to ensure personalization for each customer or potential customer.

Thanks to the integrations, you can know what other platforms or digital media your potential client is already using, and what their interactions are with your website.

The best CRM for your e-commerce should have all the chat history accessible so that your agents can talk with the potential client knowing their objectives, concerns, and what they expect.

The CRM should also have the information that this potential client has sent from a form on your website. This feature is a way to improve the digital customer experience.

Interaction tools

With the number of communication channels currently in the existence ( Messenger, WhatsApp, Email, etc ...), your team needs to be able to monitor all these channels at the same time, and with good response times.

The CRM for your e-commerce must have all the communication channels that your electronic commerce needs.

Schedules

Reminding customers about payments, following up with other customers or rescheduling calls requires a scheduling and scheduling tool in your CRM.

Scoring system for potential clients

If the CRM that you are "looking at" does not have this feature, you can already rule it out, from my point of view. A scoring system for potential customers allows you to classify each lead according to the actions carried out on your site.

Thanks to this you can define which people are ready to make a purchase.

The scoring system should be customizable, and the idea is to be able to focus your marketing efforts on the group of potential customers with the most points.

Marketing tools

Gone are the days when CRMs were tools for Sales teams. Today they are powerful Marketing software, and should be thought useful for both teams at the same time. Your CRM should be a useful tool for both departments, as both teams are closely linked.

Management tools

Some organizations are beginning to use CRM programs as tools for worker management with success. Looking for a CRM software that offers you human resources tools, with performance reports, accounting tools, etc., can be a good idea.

Metrics

"What is not measured cannot be improved. " Some CRM applications do not offer this feature, or what they do offer are too basic features. Others offer really powerful and advanced features for managing data.

The CRM you are looking for should be able to collect different data, such as worker performance, number of sales, number of leads, or marketing efforts so that you can analyze it.

Integration tools

The bad news is that the perfect CRM won't have all the features your organization needs. It is impossible to cover all specific needs or problems at once. Therefore, your best CRM should allow integrations natively, or through API.

Conclusion

Choosing a CRM is much more than choosing a fashionable brand or platform. It is important to research and inform yourself prior to the election, as changing CRM afterward may be a bigger problem than the one you were trying to solve initially.