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, 和, 最终, driving sales.
在本文中, 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: 通过了解您的客户’ 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 (资源: 政治家)
How to Manage Customer Relationships Effectively
Now that we understand the importance of customer relationships, let’s discuss how to manage them effectively.
第一的, get to know your customers. 收集有关客户的数据和见解’ 人口统计, 购买行为, 和偏好. 这些信息将帮助您了解他们的需求并相应地个性化您的营销工作.
第二, 力求及时、一致的沟通 与您的客户. 这可以通过电子邮件，甚至是传统的电话方式. 保持开放的沟通渠道向您的客户表明您重视他们的意见和反馈.
第三, 加倍努力让您的客户满意. 通过为他们的忠诚度提供个性化折扣或奖励，向他们展示您对他们业务的赞赏. 惊喜和愉悦的举措可以创造难忘的客户体验并培养更牢固的关系.
62% 的客户表示，如果品牌无法提供个性化体验，他们就会失去忠诚度 (资源: 政治家)
最后, use a customer relationship management (客户关系管理) 工具 简化上述所有步骤. 它将帮助您集中所有客户’ 信息和交互集中于一处, 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 Lightspeed 的 Ecwid 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 (喜欢 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! 创建新商店 或者 migrate your existing online store to Ecwid.
Simplify Customer Information Management with Ecwid
在埃克维德, 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 顾客 Ecwid 管理页面——一个集中中心，旨在帮助企业更有效地培育最有价值的资产: 他们的客户. 这个工具不仅仅是一个页面; 它是强大的客户关系管理的启动板. 这就是为什么:
轻松访问和管理所有客户信息
客户页面可帮助您查看和管理所有客户 - 您可以 看法, 寻找, 并编辑所有信息 你需要, 如:
- 联系方式: 几封电子邮件, 电话号码, 使者, 社交媒体页面, 以及每个客户的地址.
- 统计数据: 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? 没问题. You can quickly create a new customer profile from the Customers page and specify their contact details, be it phone, 电子邮件, 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, 平均订单价值, and total revenue per customer.
An example of a customer detail page where you can see all information about them
为了获得最佳效果, use internal notes to save important information on a customer’s page.
例如, you might add a contact note indicating that a specific phone number is only available on working days. 或者, 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
或者, you could use staff notes. 例如, 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
但这还不是全部; the Customers page also offers advanced search filters, making it easy to find specific groups of customers.
说, you want to assign a customer group, give a discount, 或向来自特定国家/地区购买特定产品的回头客发送有针对性的电子邮件. 或者, 想要查看哪些回头客购买了特定产品. 过滤器选项使您能够轻松有效地获得此类见解, 帮助您定制销售策略并提供个性化优惠.
过滤购买特定产品并订阅营销电子邮件的客户
专家提示: 保存这些过滤器以方便使用. 为当地 VIP 客户添加图片书签，以便快速访问他们的电话号码和电子邮件! 那有多棒?
导出客户信息以便更好的管理和分析
加, 您可以将整个客户列表或特定细分导出到 CSV 文件. 例如, 您可以提取订阅促销电子邮件的客户列表. 通过电子邮件平台分发促销电子邮件时，此功能非常有用.
或者, 导出您的客户信息以供进一步分析, 提供有关客户行为的宝贵见解. You can use this data to identify trends, create targeted marketing campaigns, and tailor your sales strategies. 例如, 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? 与Ecwid, you can manage your customers right where you manage your online store – in your Ecwid admin.
这边走, you significantly optimize your workflow, particularly when your team members already have access to your Ecwid admin. 例如, 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帮助中心.
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, 喜好, 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
顺便一提, 您可以一次批量更新多个客户的信息. 例如, 您可以快速筛选购买次数超过五次的客户，并将他们分配到“忠实客户”组.
一次将多个客户添加到一个组中
除了维护更新的客户详细信息页面之外, 确保在您的商店中包含额外信息. 例如, 如果您想添加额外的送货地址来发送免费赠品 - 您可以使用注释来做到这一点.
加, 保存不同的客户联系人 (像办公室, 个人/工作电话, 或电子邮件) 防止您因销售代表在客户详细信息页面上没有看到相关电话号码而导致沟通错误或丢失潜在订单.
培训您的支持和销售团队有效使用客户信息
您的客户信息只有知道如何使用它的人才有用. 确保您的支持和销售团队接受过培训，能够在与客户的互动中有效地使用客户数据.
支持团队可以通过访问最新的客户信息来快速解决问题. 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. 例如, 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.
销售团队也可以从客户页面中受益匪浅, 其中包含订单历史记录. 这可以帮助您的销售团队识别高价值客户并相应地定制他们的营销策略.
查看客户过去的订单可以帮助销售代表做出更个性化的推销
进行个性化沟通以进行追加销售和交叉销售
您的客户不仅仅是电子表格上的数字. 他们是真实的人，具有独特的偏好和需求. 使用客户详细信息页面上的信息根据他们过去的购买情况发送有针对性的优惠. 这不仅向您的客户表明您重视他们的业务，而且还增加了重复销售的机会.
例如, 如果某些客户向您购买了特定产品, 考虑向他们发送升级产品的独家优惠. 或者, 向他们发送当前在售补充产品的概述. 这不仅表明您对他们的忠诚度的赞赏，而且还增加了他们再次购买的机会.
与Ecwid, 您可以通过在客户页面上应用过滤器并导出客户列表以使用您选择的电子邮件服务向他们发送报价来轻松实现此目的.
利用数据驱动的客户洞察
每次点击和每次购买都是客户行为大难题中的一部分. 通过对客户行为的深入分析和洞察, 喜好, 和销售模式, 你获得了更高的战略意识.
跟踪您的买家’ 按日期范围过滤客户数据并根据购买频率对客户进行细分, 地点, 或订单价值. 您可以使用此信息来了解您的客户’ 并相应地调整您的营销策略.
例如, 如果您发现许多客户从特定地点购买, 考虑扩大该地区的针对性促销活动. 或者, 如果您发现对特定产品的需求量很大, consider increasing your inventory or creating bundle deals to increase the average order value.
包起来
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. 因为在 Ecwid, your business’s success is our top priority.
So why wait? Take advantage of the 顾客 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.
