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, och, i sista hand, driving sales.
I den här artikeln, 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: 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 (Källa: Statista)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
Först, lära känna dina kunder. Samla data och insikter om dina kunder’ demografi, köpbeteende, och preferenser. Denna information hjälper dig att förstå deras behov och anpassa dina marknadsföringsinsatser därefter.
Andra, sträva efter snabb och konsekvent kommunikation med dina kunder. Det kan vara via e-post eller till och med gammaldags telefonsamtal. Att hålla en öppen kommunikationslinje visar dina kunder att du värdesätter deras åsikter och feedback.
Tredje, gå den extra milen för att glädja dina kunder. Visa dem att du uppskattar deras verksamhet genom att erbjuda personliga rabatter eller belöningar för deras lojalitet. Överrasknings- och glädjeinitiativ kan skapa minnesvärda kundupplevelser och främja starkare relationer.
62% av kunder uppgav att ett varumärke skulle förlora sin lojalitet om det misslyckades med att leverera en personlig upplevelse (Källa: Statista)
Till sist, use a customer relationship management (CRM) tool för att effektivisera alla steg ovan. Det hjälper dig att centralisera alla dina kunder’ information och interaktioner på ett ställe, 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 från 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 (tycka om 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! Skapa en ny butik eller migrate your existing online store to Ecwid.
Simplify Customer Information Management with Ecwid
Här på 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. Här är varför:
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, Till exempel:
- 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? Inga problem. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, e-post, 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, average order value, 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.
Till exempel, you might add a contact note indicating that a specific phone number is only available on working days. Eller, 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
Alternativt, you could use staff notes. Till exempel, 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.
Säga, 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. Eller, 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
Proffstips: 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, you can export the entire client list or specific segments to a CSV file. Till exempel, you can extract a list of customers who subscribed to promotional emails. This feature proves useful when distributing promotional emails through your email platform.
Eller, 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. Till exempel, 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? Med Ecwid, you can manage your customers right where you manage your online store – in your Ecwid admin.
Den här vägen, you significantly optimize your workflow, particularly when your team members already have access to your Ecwid admin. Till exempel, 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 Ecwid hjälpcenter.
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, preferenser, 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
Förresten, du kan massuppdatera information för flera kunder samtidigt. Till exempel, Du kan snabbt filtrera kunder som har köpt av dig mer än fem gånger och tilldela dem till gruppen "Lojala kunder"..
Lägga till flera kunder till en grupp samtidigt
Förutom att upprätthålla en uppdaterad kundinformationssida, se till att inkludera extra information i din butik. Till exempel, om du vill lägga till en extra leveransadress att skicka freebies till – kan du göra det med anteckningar.
Plus, spara olika kundkontakter (som kontor, personlig/arbetstelefon, eller mejla) förhindrar dig från felkommunikation eller att förlora en potentiell beställning eftersom din säljare inte såg det relevanta telefonnumret på kundinformationssidan.
Utbilda dina support- och säljteam att använda kundinformation effektivt
Din kundinformation är bara lika användbar som de som vet hur man använder den. Se till att dina support- och säljteam är utbildade i att använda kunddata i sin interaktion med kunder på ett effektivt sätt.
Supportteam kan snabbt lösa problem genom att ha tillgång till uppdaterad kundinformation. 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. Till exempel, 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.
Till exempel, if some customers purchased a specific product from you, consider sending them an exclusive offer for the upgraded product. Eller, 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.
Med 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, preferenser, 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, plats, or order value. You can use this information to understand your customers’ needs and tailor your marketing strategies accordingly.
Till exempel, if you notice that many customers are purchasing from a specific location, consider expanding your targeted promotions in that area. Eller, if you see high demand for a specific product, consider increasing your inventory or creating bundle deals to increase the average order value.
Sammanfatta
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. För på Ecwid, your business’s success is our top priority.
Så varför vänta? 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.
