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, și, în cele din urmă, driving sales.
În acest articol, 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: Clienții repetați au șanse mai mari să cumpere altele noi, și costă mai puțin păstrarea clienților decât achiziționarea altora noi.
- Marketing din gură în gură: Clienții mulțumiți sunt cei mai buni ambasadori ai mărcii. Când au o experiență pozitivă cu afacerea ta, este mai probabil să îl partajeze cu rețeaua lor, aducerea de noi clienți potențiali.
- Reputația mărcii: Clienții care se simt apreciați de o companie au mai multe șanse să vorbească pozitiv despre aceasta, contribuind la construirea și menținerea unei reputații puternice de brand.
- 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 (Sursă: Statista)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
Primul, cunoaște-ți clienții. Adunați date și informații despre clienții dvs’ demografice, comportamentul de cumpărare, și preferințe. Aceste informații vă vor ajuta să înțelegeți nevoile acestora și să vă personalizați eforturile de marketing în consecință.
Al doilea, depuneți eforturi pentru o comunicare la timp și consecventă cu clienții tăi. Acest lucru poate fi prin e-mail sau chiar prin apeluri telefonice bune de modă veche. Menținerea unei linii deschise de comunicare arată clienților tăi că prețuiești opiniile și feedback-ul lor.
Al treilea, faceți eforturi suplimentare pentru a vă bucura clienții. 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 (Sursă: Statista)
In cele din urma, 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 de 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 (ca 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! Creați un magazin nou sau migrate your existing online store to Ecwid.
Simplify Customer Information Management with Ecwid
Aici la 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 pagina din administratorul Ecwid - un hub centralizat conceput pentru a ajuta companiile să își cultive mai eficient bunul cel mai valoros: clienții lor. Acest instrument este mai mult decât o pagină; este o rampă de lansare pentru un management puternic al relațiilor cu clienții. Iata de ce:
Accesați și gestionați cu ușurință toate informațiile despre clienți
Pagina Clienți vă ajută să vedeți și să vă gestionați toți clienții - puteți vedere, găsi, și editați toate informațiile ai nevoie, ca:
- Detalii de contact: mai multe e-mailuri, numere de telefon, mesageri, pagini de social media, și adrese pentru fiecare client.
- Statistici: 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? Nici o problemă. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, e-mail, 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, valoarea medie a comenzii, 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.
De exemplu, you might add a contact note indicating that a specific phone number is only available on working days. Sau, 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
Alternativ, you could use staff notes. De exemplu, 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.
Spune, 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. Sau, 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
La care se adauga, you can export the entire client list or specific segments to a CSV file. De exemplu, you can extract a list of customers who subscribed to promotional emails. This feature proves useful when distributing promotional emails through your email platform.
Sau, 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. De exemplu, 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? Cu Ecwid, you can manage your customers right where you manage your online store – in your Ecwid admin.
Pe aici, you significantly optimize your workflow, particularly when your team members already have access to your Ecwid admin. De exemplu, 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 Centrul de ajutor 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, preferences, 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
Apropo, you can mass update information for several customers at once. De exemplu, 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. De exemplu, if you want to add an additional shipping address to send freebies to – you can do that using notes.
La care se adauga, 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. De exemplu, 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.
Echipa de vânzări poate beneficia foarte mult și de pagina Clienți, care conține istoricul comenzilor. Acest lucru vă poate ajuta echipa de vânzări să identifice clienții de mare valoare și să își adapteze strategiile de marketing în consecință.
Vizualizarea comenzilor anterioare ale unui client poate ajuta reprezentanții de vânzări să facă propuneri mai personalizate
Angajați-vă în comunicare personalizată pentru upselling și cross-selling
Clienții tăi sunt mai mult decât numere pe o foaie de calcul. Sunt oameni reali, cu preferințe și nevoi unice. 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.
De exemplu, if some customers purchased a specific product from you, consider sending them an exclusive offer for the upgraded product. Sau, send them an overview of complementary products currently on sale. This not only shows your appreciation for their loyalty but also increases the chances of them making another purchase.
Cu 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, preferences, and sales patterns, dobândești o conștientizare strategică sporită.
Urmăriți cumpărătorii dvs’ obiceiuri prin filtrarea datelor clienților după intervalul de date și segmentarea clienților în funcție de frecvența de cumpărare, Locație, sau valoarea comenzii. Puteți folosi aceste informații pentru a vă înțelege clienții’ nevoilor și adaptați-vă strategiile de marketing în consecință.
De exemplu, dacă observați că mulți clienți cumpără dintr-o anumită locație, luați în considerare extinderea promoțiilor vizate în acea zonă. Sau, dacă vedeți o cerere mare pentru un anumit produs, consider increasing your inventory or creating bundle deals to increase the average order value.
Învelire
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. Pentru că la Ecwid, your business’s success is our top priority.
Deci de ce să așteptați? Take advantage of the Customers pagina și începeți azi să construiți relații puternice cu clienții dvs! Cu acces ușor și gestionarea informațiilor despre clienți, filtre de căutare avansată, și capacitatea de a exporta date, aveți toate instrumentele de care aveți nevoie pentru a vă personaliza eforturile de marketing și pentru a îmbunătăți satisfacția clienților.
