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, ir, galiausiai, driving sales.
Šiame straipsnyje, 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. Here are some key reasons why building strong customer relationships is crucial for driving sales:
- Customer retention: Repeat customers are more likely to purchase new ones, and it costs less to retain customers than to acquire new ones.
- Word-of-mouth marketing: Satisfied customers are the best brand ambassadors. When they have a positive experience with your business, they are more likely to share it with their network, bringing in new potential customers.
- Brand reputation: Customers who feel valued by a company are more likely to speak positively about it, contributing to building and maintaining a strong brand reputation.
- Cross-selling opportunities: Suprasdami savo klientus’ needs and preferences, you can identify cross-selling opportunities that will not only increase your sales but also enhance their overall experience with your brand.
Brand’s efforts to build relationships with customers are one of the leading brand loyalty drivers worldwide (Šaltinis: valstybininkas)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
Pirmas, get to know your customers. Surinkite duomenis ir įžvalgas apie savo klientus’ demografiniai rodikliai, pirkimo elgesys, ir pageidavimus. Ši informacija padės suprasti jų poreikius ir atitinkamai pritaikyti rinkodaros pastangas.
Antra, siekti savalaikio ir nuoseklaus bendravimo su savo klientais. Tai gali būti el. paštu ar net senamadiškais telefono skambučiais. Laikydami atvirą bendravimo liniją parodysite savo klientams, kad vertinate jų nuomonę ir atsiliepimus.
Trečias, eikite dar daugiau, kad pradžiugintumėte savo klientus. 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 (Šaltinis: valstybininkas)
Pagaliau, use a customer relationship management (CRM) tool 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.
This is where Ecwid by Lightspeed comes into play. As a robust ecommerce platform, it allows you to create an online store, but it also offers extensive features to grow your sales (Kaip domains, sales reports, 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, now is the time! Sukurkite naują parduotuvę arba migrate your existing online store to Ecwid.
Simplify Customer Information Management with Ecwid
Čia, Ecwid, we understand that turning a one-time buyer into a loyal customer demands exceptional service, prompt communication, and a personalized approach. Keeping this in mind, we’ve crafted a feature to help you effortlessly manage your customer relationships.
Meet the Customers 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. Here’s why:
Easily Access and Manage All Customer Information
The Customers page helps you see and manage all your customers — you can view, find, and edit all the information you need, toks kaip:
- Contact details: several emails, phone numbers, messengers, social media pages, and addresses per customer.
- Statistics: number of orders and sales value.
- More details: order history, consent for mailing, tax status, and customer group.
The Customers page offers a comprehensive overview of essential data
Need to add a new customer? Jokiu problemu. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, paštu, or messenger.
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, vidutinė užsakymo vertė, and total revenue per customer.
An example of a customer detail page where you can see all information about them
For best results, use internal notes to save important information on a customer’s page.
Pavyzdžiui, you might add a contact note indicating that a specific phone number is only available on working days. Arba, 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
Arba, you could use staff notes. Pavyzdžiui, 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
But that’s not all; the Customers page also offers advanced search filters, making it easy to find specific groups of customers.
Sakyk, 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. Arba, nori sužinoti, kurie nuolatiniai klientai įsigijo tam tikrą produktą. Filtrų parinktys leidžia lengvai ir efektyviai gauti tokias įžvalgas, padėti jums pritaikyti pardavimo strategijas ir teikti asmeninius pasiūlymus.
Klientų, įsigijusių konkretų produktą ir užsisakiusių rinkodaros el
Pro patarimas: Išsaugokite šiuos filtrus savo patogumui. Pažymėkite vietinius VIP klientus, kad galėtumėte greitai pasiekti savo telefono numerius ir el! Kaip tai nuostabu?
Eksportuokite klientų informaciją, kad galėtumėte geriau valdyti ir analizuoti
Pliusas, galite eksportuoti visą klientų sąrašą arba konkrečius segmentus į CSV failą. Pavyzdžiui, galite ištraukti klientų, kurie užsiprenumeravo reklaminius el. laiškus, sąrašą. Ši funkcija yra naudinga platinant reklaminius el. laiškus per el. pašto platformą.
Arba, eksportuoti savo kliento informaciją tolesnei analizei, suteikiant vertingų įžvalgų apie klientų elgesį. Šiuos duomenis galite naudoti tendencijoms nustatyti, kurti tikslines rinkodaros kampanijas, ir pritaikyti savo pardavimo strategijas. Pavyzdžiui, galbūt norėsite apklausti klientus, kurie įsigijo neseniai pristatytą produktą, kad gautumėte atsiliepimų ir jį patobulintumėte.
Pasirinktų klientų eksportavimas
Tvarkykite visas su verslu susijusias užduotis vienoje vietoje
Kam žongliruoti keliais įrankiais, jei viską galite turėti vienoje vietoje? Su Ecwid, galite valdyti savo klientus ten, kur tvarkote savo internetinę parduotuvę – savo Ecwid administratoriumi.
Tokiu būdu, žymiai optimizuojate savo darbo eigą, ypač kai jūsų komandos nariai jau turi prieigą prie jūsų Ecwid administratoriaus. Pavyzdžiui, galite tiesiog suteikti darbuotojams prieigą 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, visit the „Ecwid“ pagalbos centras.
Best Practices for Managing Customer Relationships
Managing customer relationships is not just about collecting customer data; it’s about 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, pirmenybės, 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
Beje, you can mass update information for several customers at once. Pavyzdžiui, 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. Pavyzdžiui, if you want to add an additional shipping address to send freebies to – you can do that using notes.
Pliusas, saving different customer contacts (like office, personal/work phone, or 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. Pavyzdžiui, 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.
Pardavimo komanda taip pat gali turėti daug naudos iš klientų puslapio, kuriame yra užsakymų istorija. Tai gali padėti jūsų pardavimų komandai atpažinti vertingus klientus ir atitinkamai pritaikyti jų rinkodaros strategijas.
Kliento ankstesnių užsakymų peržiūra gali padėti pardavimų atstovams padaryti labiau suasmenintus pasiūlymus
Įsitraukite į asmeninį bendravimą, kad galėtumėte parduoti ir kryžmiškai parduoti
Jūsų klientai yra daugiau nei tik skaičiai skaičiuoklėje. Tai tikri žmonės, turintys unikalių pageidavimų ir poreikių. Naudokite informaciją, esančią klientų išsamios informacijos puslapyje, norėdami siųsti tikslinius pasiūlymus, pagrįstus ankstesniais pirkiniais. Tai ne tik parodo savo klientams, kad vertinate jų verslą, bet ir padidina pakartotinio pardavimo tikimybę.
Pavyzdžiui, jei kai kurie klientai iš jūsų įsigijo konkretų produktą, apsvarstykite galimybę išsiųsti jiems išskirtinį atnaujinto produkto pasiūlymą. Arba, atsiųskite jiems šiuo metu parduodamų papildomų produktų apžvalgą. This not only shows your appreciation for their loyalty but also increases the chances of them making another purchase.
Su Ecwid, you can effortlessly achieve this by applying filters on the Customers page and exporting the list of customers to send them the offer using an email service of your choice.
Leverage Data-Driven Customer Insights
Every click and every purchase is a piece in the grand puzzle of your customers’ behaviors. With in-depth analytics and insights into customer behaviors, pirmenybės, and sales patterns, 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, vieta, or order value. You can use this information to understand your customers’ needs and tailor your marketing strategies accordingly.
Pavyzdžiui, if you notice that many customers are purchasing from a specific location, consider expanding your targeted promotions in that area. Arba, if you see high demand for a specific product, consider increasing your inventory or creating bundle deals to increase the average order value.
Apvyniokite
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. Nes „Ecwid“., your business’s success is our top priority.
Tai kam laukti? Take advantage of the Customers 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.
