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, e, em última análise, driving sales.
Neste artigo, 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: Clientes recorrentes são mais propensos a comprar novos, e custa menos reter clientes do que adquirir novos.
- Marketing boca a boca: Clientes satisfeitos são os melhores embaixadores da marca. Quando eles têm uma experiência positiva com sua empresa, eles são mais propensos a compartilhá-lo com sua rede, trazendo novos clientes em potencial.
- Reputação da marca: Os clientes que se sentem valorizados por uma empresa têm maior probabilidade de falar positivamente sobre ela, contribuindo para construir e manter uma forte reputação de marca.
- Cross-selling opportunities: By understanding your customers’ 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 (Fonte: Político)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
Primeiro, get to know your customers. Gather data and insights about your customers’ demografia, purchasing behavior, e preferências. This information will help you understand their needs and personalize your marketing efforts accordingly.
Segundo, 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.
Terceiro, go the extra mile to delight your customers. Mostre a eles que você aprecia seus negócios, oferecendo descontos ou recompensas personalizadas por sua fidelidade. Iniciativas de surpresa e encantamento podem criar experiências memoráveis para os clientes e promover relacionamentos mais fortes.
62% dos clientes afirmaram que uma marca perderia a fidelidade se não conseguisse oferecer uma experiência personalizada (Fonte: Político)
Finalmente, use a customer relationship management (CRM) tool para agilizar todas as etapas acima. Isso o ajudará a centralizar todos os seus clientes’ informações e interações em um só lugar, tornando mais fácil gerenciar e rastrear seus relacionamentos com eles. Também pode fornecer informações valiosas sobre o comportamento do cliente e os padrões de compra., permitindo que você adapte suas estratégias de vendas de acordo.
É aqui que Ecwid por Lightspeed entra em jogo. Como uma plataforma robusta de comércio eletrônico, permite que você crie uma loja online, mas também oferece recursos abrangentes para aumentar suas vendas (Curti domínios, relatórios de vendas, e ferramentas de publicidade). Uma delas é a página Clientes que funciona como sua ferramenta de CRM – continue lendo para saber mais sobre ela.
If you still haven’t signed up for Ecwid, now is the time! Criar uma nova loja ou migrate your existing online store to Ecwid.
Simplify Customer Information Management with Ecwid
Here at 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 página no administrador Ecwid – um hub centralizado projetado para ajudar as empresas a nutrir seus ativos mais valiosos de forma mais eficaz: seus clientes. Esta ferramenta é mais do que apenas uma página; é uma plataforma de lançamento para um poderoso gerenciamento de relacionamento com o cliente. Aqui está o porquê:
Acesse e gerencie facilmente todas as informações do cliente
A página Clientes ajuda você a ver e gerenciar todos os seus clientes — você pode visualizar, encontrar, e edite todas as informações você precisa, tal como:
- Detalhes do contato: vários e-mails, números de telefone, mensageiros, páginas de mídia social, e endereços por cliente.
- Estatisticas: 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? Sem problemas. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, o email, 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, valor médio do pedido, and total revenue per customer.
An example of a customer detail page where you can see all information about them
Para melhores resultados, use internal notes to save important information on a customer’s page.
Por exemplo, 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
alternativamente, you could use staff notes. Por exemplo, 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.
Dizer, 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
Pro tip: 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
Mais, you can export the entire client list or specific segments to a CSV file. Por exemplo, you can extract a list of customers who subscribed to promotional emails. This feature proves useful when distributing promotional emails through your email platform.
Ou, export your customer information for further analysis, providing valuable insights into customer behavior. You can use this data to identify trends, create targeted marketing campaigns, and tailor your sales strategies. Por exemplo, 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? Com Ecwid, you can manage your customers right where you manage your online store – in your Ecwid admin.
Deste jeito, you significantly optimize your workflow, particularly when your team members already have access to your Ecwid admin. Por exemplo, you can simply 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, visit the Central de Ajuda da Ecwid.
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, preferências, 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
A propósito, you can mass update information for several customers at once. Por exemplo, você pode filtrar rapidamente os clientes que compraram de você mais de cinco vezes e atribuí-los ao grupo “Clientes Leais”.
Adicionando vários clientes a um grupo de uma só vez
Além de manter uma página atualizada de detalhes do cliente, certifique-se de incluir informações extras em sua loja. Por exemplo, se quiser adicionar um endereço de entrega adicional para enviar brindes – você pode fazer isso usando notas.
Mais, salvando diferentes contatos de clientes (como escritório, telefone pessoal/de trabalho, 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. Por exemplo, 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.
The sales team can also benefit greatly from the Customers page, which contains order history. This can help your sales team identify high-value customers and tailor their marketing strategies accordingly.
Viewing a customer’s past orders can help sales reps make more personalized pitches
Engage in Personalized Communication for Upselling and Cross-Selling
Your customers are more than just numbers on a spreadsheet. They are real people with unique preferences and needs. 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.
Por exemplo, 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. Isso não apenas mostra o seu apreço pela lealdade deles, mas também aumenta as chances de eles fazerem outra compra.
Com Ecwid, você pode conseguir isso facilmente aplicando filtros na página Clientes e exportando a lista de clientes para enviar-lhes a oferta usando um serviço de e-mail de sua escolha.
Aproveite as percepções do cliente baseadas em dados
Cada clique e cada compra são uma peça do grande quebra-cabeça do comportamento de seus clientes. Com análises aprofundadas e insights sobre o comportamento do cliente, preferências, e padrões de vendas, 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, localização, or order value. You can use this information to understand your customers’ needs and tailor your marketing strategies accordingly.
Por exemplo, 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.
Embrulhar
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. Porque na Ecwid, your business’s success is our top priority.
So why wait? Take advantage of the Customers página e comece a construir relacionamentos sólidos com seus clientes hoje mesmo! Com fácil acesso e gerenciamento das informações do cliente, filtros de pesquisa avançados, e a capacidade de exportar dados, você tem todas as ferramentas necessárias para personalizar seus esforços de marketing e melhorar a satisfação do cliente.
