Your customers are the heartbeat of your business. They represent your sales growth, brand reputation, and the core of your entrepreneurial dreams. But how well do you really know them?
In a world where relationships go beyond transactions, fostering strong customer relationships should be at the top of any business owner’s to-do list. This is not just about personalization to boost your marketing strategies; it’s about creating a community around your business, generating loyalty, et, en fin de compte, driving sales.
Dans cet article, we will discuss why managing customer relationships is paramount for sales and how you can start doing that today with an easy-to-use and robust tool.
Why Customer Relationships Are Vital for Sales
We’ve all heard the saying, “A happy customer is a loyal customer.” But the truth behind this statement goes much deeper than just satisfying your clients. Voici quelques raisons clés pour lesquelles l'établissement de relations clients solides est crucial pour stimuler les ventes.:
- Fidélisation de la clientèle: Les clients réguliers sont plus susceptibles d’en acheter de nouveaux, et cela coûte moins cher de fidéliser les clients que d’en acquérir de nouveaux.
- Marketing bouche à oreille: Les clients satisfaits sont les meilleurs ambassadeurs de la marque. Lorsqu'ils ont une expérience positive avec votre entreprise, ils sont plus susceptibles de le partager avec leur réseau, attirer de nouveaux clients potentiels.
- Réputation de la marque: Les clients qui se sentent valorisés par une entreprise sont plus susceptibles d’en parler positivement, contribuer à bâtir et à maintenir une solide réputation de marque.
- Opportunités de vente croisée: En comprenant vos clients’ besoins et préférences, vous pouvez identifier les opportunités de ventes croisées qui non seulement augmenteront vos ventes, mais amélioreront également leur expérience globale avec votre marque.
Les efforts de la marque pour établir des relations avec les clients sont l’un des principaux moteurs de fidélité à la marque dans le monde. (Source: Statista)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
Première, get to know your customers. Gather data and insights about your customers’ démographie, purchasing behavior, and preferences. This information will help you understand their needs and personalize your marketing efforts accordingly.
Deuxième, strive for timely and consistent communication with your customers. This can be through email or even good old-fashioned phone calls. Keeping an open line of communication shows your customers that you value their opinions and feedback.
Troisième, go the extra mile to delight your customers. Show them you appreciate their business by offering personalized discounts or rewards for their loyalty. Surprise and delight initiatives can create memorable customer experiences and foster stronger relationships.
62% of customers stated that a brand would lose their loyalty if it failed to deliver a personalized experience (Source: Statista)
Enfin, use a customer relationship management (CRM) outil to streamline all the steps above. It will help you centralize all your customers’ information and interactions in one place, making it easier to manage and track your relationships with them. It can also provide valuable insights into customer behavior and buying patterns, allowing you to tailor your sales strategies accordingly.
C'est là Ecwid par Lightspeed entre en jeu. As a robust ecommerce platform, it allows you to create an online store, but it also offers extensive features to grow your sales (comme domaines, rapports de ventes, and advertising tools). One of them is the Customers page that acts as your CRM tool – read on to learn more about it.
If you still haven’t signed up for Ecwid, c'est maintenant le temps! Rejoignez des centaines de milliers de petites entreprises qui vendent en ligne ou migrate your existing online store pour Ecwid.
Simplify Customer Information Management with Ecwid
Ici, à Ecwid, we understand that turning a one-time buyer into a loyal customer demands exceptional service, prompt communication, and a personalized approach. En gardant cela à l'esprit, we’ve crafted a feature to help you effortlessly manage your customer relationships.
Meet the Les clients page in the Ecwid admin — a centralized hub designed to help businesses nurture their most valuable asset more effectively: their customers. This tool is more than just a page; it’s a launchpad for powerful customer relationship management. Voici pourquoi:
Easily Access and Manage All Customer Information
The Customers page helps you see and manage all your customers — you can vue, trouver, and edit all the information vous avez besoin, comme:
- Détails du contact: several emails, les numéros de téléphone, messengers, pages de médias sociaux, and addresses per customer.
- Statistics: number of orders and sales value.
- Plus de détails: historique de commande, consent for mailing, tax status, and customer group.
The Customers page offers a comprehensive overview of essential data
Need to add a new customer? Pas de problème. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, e-mail, ou messager.
For every customer, there’s a customer details page where you can handle all the info about them and see helpful stats like the order count, la valeur moyenne des commandes, and total revenue per customer.
An example of a customer detail page where you can see all information about them
Pour de meilleurs résultats, use internal notes to save important information on a customer’s page.
Par exemple, you might add a contact note indicating that a specific phone number is only available on working days. Ou, specify which customer’s phone number is for work and which is personal using the contact notes.
Using a contact note for saving important information
Sinon, you could use staff notes. Par exemple, to specify the customer’s time zone for other team members.
Notes for staff are not visible to customers
Both contact and staff notes are especially helpful when you have a team of sales reps and want everyone to be on the same page.
Segment Your Customers for Personalized Marketing
Mais ce n'est pas tout; the Customers page also offers advanced search filters, making it easy to find specific groups of customers.
Dire, you want to assign a customer group, give a discount, or send targeted emails to your repeat customers from a specific country who bought a specific product. Ou, want to see which repeat customers have purchased a particular product. The filter options empower you to gain such insights easily and effectively, helping you tailor your sales strategies and deliver personalized offers.
Filtering customers who bought a specific product and are subscribed to marketing emails
Conseil Pro: Save these filters for your convenience. Picture bookmarking your local VIP customers to access their phone numbers and emails quickly! How awesome is that?
Export Customer Information for Better Management and Analysis
Plus, vous pouvez exporter la liste complète des clients ou des segments spécifiques vers un fichier CSV. Par exemple, vous pouvez extraire une liste de clients abonnés aux e-mails promotionnels. Cette fonctionnalité s'avère utile lors de la distribution d'e-mails promotionnels via votre plateforme de messagerie.
Ou, exporter vos informations client pour une analyse plus approfondie, fournir des informations précieuses sur le comportement des clients. Vous pouvez utiliser ces données pour identifier les tendances, créer des campagnes marketing ciblées, et adaptez vos stratégies de vente. Par exemple, you might want to survey customers who bought your recently launched product to get feedback and improve upon it.
Exporting selected customers
Manage All Business-Related Tasks from One Place
Why juggle multiple tools when you can have it all in one spot? Avec Ecwid, you can manage your customers right where you manage your online store – in your Ecwid admin.
De cette façon, you significantly optimize your workflow, particularly when your team members already have access to your Ecwid admin. Par exemple, vous pouvez simplement grant staff access to the Customers page to your marketing team, allowing them to execute promotional campaigns for frequent buyers.
For detailed instructions on how to use the Customers page, visitez le Ecwid Centre D'Aide.
Best Practices for Managing Customer Relationships
Managing customer relationships is not just about collecting customer data; il s'agit de using that data to build meaningful interactions. Here are some tips on how to do that.
Keep Your Customers’ Information Up-to-Date
Customers change their contact details, préférences, and even purchasing behavior over time. Keep track of these changes to ensure your communication and marketing efforts remain relevant.
We’ve made it easier for you to keep your customer data up-to-date. You can swiftly modify basic customer information such as contact details, marketing email subscription status, tax-exempt status, and customer group.
Adding contact information to a customer details page
Par la façon dont, you can mass update information for several customers at once. Par exemple, you can quickly filter customers who bought from you more than five times and assign them to the “Loyal Customers” group.
Adding several customers to a group at once
In addition to maintaining an updated customer details page, make sure to include extra information in your store. Par exemple, if you want to add an additional shipping address to send freebies to – you can do that using notes.
Plus, saving different customer contacts (like office, personal/work phone, ou email) prevents you from miscommunication or losing a potential order because your sales rep didn’t see the relevant phone number on the customer details page.
Train Your Support and Sales Teams to Use Customer Information Effectively
Your customer information is only as useful as those who know how to use it. Ensure your support and sales teams are trained to use customer data in their interactions with customers effectively.
Support teams can quickly resolve issues by having access to up-to-date customer information. Sales teams can also use this information to tailor their pitches and offers based on a customer’s past purchases.
Ecwid’s Customers page helps streamline team communication by adding internal notes to each customer profile, as well as notes to each contact. Par exemple, your support agent can save important information for their colleagues, like “This customer wants their orders shipped to their warehouse, not their office.” This allows for a more efficient customer experience.
L'équipe commerciale peut également bénéficier grandement de la page Clients, qui contient l'historique des commandes. Cela peut aider votre équipe commerciale à identifier les clients à forte valeur ajoutée et à adapter ses stratégies marketing en conséquence..
L'affichage des commandes passées d'un client peut aider les commerciaux à faire des présentations plus personnalisées.
S'engager dans une communication personnalisée pour la vente incitative et la vente croisée
Vos clients sont bien plus que de simples chiffres sur une feuille de calcul. Ce sont de vraies personnes avec des préférences et des besoins uniques. Use the information on their customer details page to send targeted offers based on their past purchases. This not only shows your customers that you value their business but also increases the chances of repeat sales.
Par exemple, if some customers purchased a specific product from you, consider sending them an exclusive offer for the upgraded product. Ou, send them an overview of complementary products currently on sale. Cela montre non seulement votre appréciation pour leur fidélité, mais augmente également les chances qu'ils effectuent un autre achat..
Avec Ecwid, vous pouvez y parvenir facilement en appliquant des filtres sur la page Clients et en exportant la liste des clients pour leur envoyer l'offre en utilisant un service de messagerie de votre choix..
Tirez parti des informations client basées sur les données
Chaque clic et chaque achat est une pièce du grand puzzle des comportements de vos clients.. Avec des analyses approfondies et des informations sur les comportements des clients, préférences, et les modèles de vente, you gain a heightened strategic awareness.
Keep track of your buyers’ habits by filtering customer data by date range and segmenting customers based on purchase frequency, emplacement, or order value. You can use this information to understand your customers’ needs and tailor your marketing strategies accordingly.
Par exemple, if you notice that many customers are purchasing from a specific location, consider expanding your targeted promotions in that area. Ou, if you see high demand for a specific product, consider increasing your inventory or creating bundle deals to increase the average order value.
Emballer
It’s impossible to drive business growth without building stronger relationships with your customers. And Ecwid’s Customers tool is all about helping your business grow. It’s about delivering a more personalized, engaging experience to your customers and building long-lasting relationships. Parce que chez Ecwid, your business’s success is our top priority.
Alors pourquoi attendre? Take advantage of the Les clients page and start building strong relationships with your customers today! With easy access and management of customer information, advanced search filters, and the ability to export data, you have all the tools you need to personalize your marketing efforts and improve customer satisfaction.
