How CRM Can Help Your Commerce Business Deliver a Personalized Customer Experience

Guest Post from our partner, OroCRM

oroIn today’s fast evolving social world, customers are expecting businesses to communicate through multiple channels and devices and cater to them whenever and wherever they are available. To be able to master this task, it is important to implement a Customer Relationship Management (CRM) system that offers the necessary capabilities to help you deliver a superior customer experience and support your business growth.

OroCRM, for example, is a powerful and innovative open-source CRM software with the necessary commerce capabilities for retailers and merchants, whether you sell online, brick and mortar, or multi-channel. It captures customer data from all consumer touchpoints into a holistic 360-degree customer view, providing you with unparalleled insights into your shoppers’ demographics, behavior, and purchasing patterns. Armed with this data, businesses can better understand what interests their customers and segment them based on a variety of criteria to market to them with relevant content and personalize their experience with the brand.

By utilizing OroCRM’s powerful marketing tools and integrations with email automation providers, such as MailChimp or dotmailer, vendors can launch targeted marketing campaigns to incentivize purchasing. For example, a clothing retailer can successfully cross-sell by building a segment of female customers that recently purchased a dress and sending them a lucrative limited-time offer for accessories to go with it. Businesses can further personalize the customer experience by nurturing their shoppers with highly tailored and enticing content on other points of communication, such as their website and social media accounts.

To take their customer experience efforts one steps further, companies should also personalize their customer service and efficiently tackle customer issues. Consumers value their time and appreciate a personal touch, so providing quality customer service will keep them coming back to your store. A CRM, like OroCRM, can help you achieve this by integrating with customer service platforms, such as Zendesk, to collect all customer service tickets into customer account records. These valuable insights enable customer service reps to turn potentially adverse interactions into delightful customer experiences and provide faster and better customer support by prioritizing efforts based on the customer, the urgency of the issue, and the impact it might have on their business.

By staying fully in tune with their shoppers and leveraging the power of their customer data, businesses can personalize customer interactions to keep their consumers engaged and deliver a unified customer experience. A CRM, like OroCRM, allows merchants to gain these customer insights to achieve this level of customer engagement, create efficiencies in customer service, and ultimately grow sales.

About OroCRM

Oro Inc. is the company behind the Oro Suite of products including OroCRM, OroCommerce and Oro Platform. It was founded in 2012 by industry leaders in open-source business application development. Prior to founding Oro Inc., their founding and senior leadership team all helped lead Magento’s success and have an extensive history in e-commerce technology.

OroCRM is the most flexible, open-source CRM application that can be customized to fit your business needs. OroCRM allows companies to simplify the management on their customer data and leverage this data to personalize communications, optimize marketing campaigns, generate sales, and build customer loyalty. OroCRM offers groundbreaking productivity, account management, sales and marketing tools that fit the needs of any business, including business to business sales, online retail and multi-channel operations. Supported by a vibrant community where innovation is constant, OroCRM allows you to easily manage your customers’ data, provide superior customer experience, increase conversion and grow sales.


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