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Importance of CRM in eCommerce Business
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Importance of CRM in eCommerce Business

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It’s no secret that strong customer relationships are essential to business success. To help businesses, especially eCommerce businesses improve their relationships and stay organized, a CRM or Customer Relationship Management solution is quite essential. eCommerce businesses always have a diverse audience- sometimes they are interacting with a middle man, other times they’re talking with the person in charge of purchasing, people are always at different points in the sales funnel, etc. It can get very complex while keeping it all straight and managing the identities, this is where a CRM solution for eCommerce companies can come into play.

A CRM solution can assist you with managing the company’s interaction with not only the current customers but also future or prospective customers. Its a technology-based platform which becomes the backbone for all your customer related functions - may it be organizing, automating and synchronizing sales, marketing, customer service, and technical support.

Common challenges eCommerce businesses face today include;

Tracking customer loyalty

Being an online shop with no physical presence makes it difficult to track customer visits and customer purchases to identify the most frequent visitors. Commonly used methods to generate repeat business include a loyalty system where you can reward the customers with points they can use in future purchases.

Tracking communication

It gets very difficult to track every customer’s communication with you- such as complaints, question, comments- so that you can use that data to determine the best way to communicate with them. It becomes very essential for a customer-centric business where every customer wants to feel heard and there are limited points of contact.

Create target messaging

One of the challenges eCommerce companies face is tracking and searching the purchase behavior to discover the customer’s favorite product. This is done by sending targeted emails recommending products which are highly relevant to the customer, such as a product that will complement a recent purchase.

Measuring customer life cycle

Another major hurdle in this business is customer retention. There are numerous options customer can get, which are just one click away. They tend to drift away without regular, relevant engagement. Having records of how long they continue using your online business helps in determining when you need to send follow-up communication to retain them or to win them back if their loyalty has lapsed.

Identifying high-value customers

In this business you need to categorize customers according to their purchase frequency, average spend and more, to identify your valuable customers.

Storing customer information

It is required and essential to store records of customers like customer’s payment and shipping details for their convenience and streamlining the buying process for future purchases.


Importance of CRM in eCommerce Business


 Make strategic decisions

All of this information helps you to analyze and extract valuable insights into your customers. Knowing which products are selling to which customers and building targeted campaigns which will resonate with the customers and give a strong ROI.



A CRM solution for eCommerce companies helps in tracking customer behavior and communications, storing customer information, identifying high-value customers and creating targeted campaigns. It is the key to cultivate loyal and long-term customers and overcome all the above challenges by integrating the key customer-centric activities.

 Author- Mayank Gulati

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About Alletec

Alletec has been a leading provider of Business Technology Solutions & IT Services to Growth Companies since 2000. Recognized consistently by Microsoft to be amongst their Top Microsoft Dynamics partners with expertise ranging from providing ERP,NAV,CRM solution for eCommerce, travel, retail companies, Alletec has been part of the global elite Microsoft Dynamics Inner Circle and President's Club. Working with customers in India, APAC, Hong Kong, Europe, USA, Africa, and Middle-East, the company has helped companies across various industries in their Dynamics 365 software implementation.




posted by Awaf. K.
Thursday, 31 January 2019 12:01

Thought-provoking piece. It is always a pleasure to read a piece from here. I will also recommend readers to check out www. and They have other well written and informative piece.

posted by Maryna
Monday, 28 January 2019 13:06

A CRM is a necessary tool when it comes to the e-Commerce business. One of the biggest advantages of such system is that representatives of the sales and customer service department will be able to access information, such as customer order history, payment history, product inventory, and so on. This deep insight will allow to apply a more personalized approach to customers. There is also a lot of different benefits of using a CRM system in e-Commerce business that you can find in this article:

posted by Kevin James
Thursday, 22 February 2018 09:04

I am working for an eCommerce business in Hong Kong. We are looking for the best CRM solution for our business. It would be grateful if you could help me connect with the CRM implementation partners for eCommerce business.

posted by Kevin James
Thursday, 22 February 2018 09:04

I am working for a eCommerce business in Hong Kong. We are looking for the best CRM solution for our business. It would be grateful if you could help me connect with the CRM implementation partners for eCommerce business.

posted by Evan Kirstel
Thursday, 22 February 2018 06:46

Great piece of information shared on CRM solution for eCommerce. Really like it. I have bookmarked your website for future references.

posted by Shanon
Thursday, 22 February 2018 06:33

Where can I find partners who can help me implement the best CRM solution for my eCommerce business?

posted by Samule James
Thursday, 22 February 2018 06:30

This article very aptly talks about the challenges faced in eCommerce business. A efficient CRM solution customized to the business requirements will surely help in overcoming these challenges.

posted by Rhea Mathur
Thursday, 22 February 2018 06:27

What modules will be covered in the CRM solution for eCommerce? Will this CRM solution for eCommerce also help in vendor management?

posted by Deepa
Tuesday, 13 February 2018 11:47

Thanks For Your valuable posting, it was very informative.I am working in Erp ChennaiIf You need any more information kindly make me call to this number 044-6565 6523.

posted by Kevin James
Monday, 29 January 2018 07:52

Very nice article on CRM for e-commerce companies. really liked it. Keep sharing.

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