What is the role of eCommerce CRM in your Business?

Surya SK
January 4, 2022

Taking care of tasks related to the customer cycle, Right from lead generation to conversion of sales, can be task-y. To combat hassles pertaining to the customer cycle, You can get help from an eCommerce CRM solution to manage and track your business activities from marketing, sales, etc. All form a single entity, 'CRM.'

Over the years, CRM tech has seen a significant growth hill as there's been a visible and consistent development in eCommerce and mobile shopping. CRM tech has facilitated eCommerce businesses to understand their customers better and deliver relevant products and services required by customers. 

So what is CRM in eCommerce or what is eCommerce CRM? Let’s find out.

Table contents

What is an eCommerce CRM?

eCommerce CRM's prime objective is to enhance and manage the relationship between sellers and buyers, which explains why CRM is abbreviated as 'Customer relationship management.' CRM helps you to register essential data related to your current prospects and future potential ones. CRM stores all of this data in one location, making it easy to access from one entity. This feature allows you to govern your business efficiently and forecast possible sales contingencies. 

A CRM acts as a catalyst to businesses that are trying to optimize and grow at a rapid rate. Any data regarding customer engagement is managed with the help of Customer relationship management. With a decent CRM at hand, you can find and draw in potential buyers quickly, keep track of data related to the buyers, thus helping you to initiate loyalty programs, You get a clearer picture of what your customers exactly require and want from you, and you can also cut down on customer management finances. 

Difference between eCommerce CRM vs. traditional CRM?

Difference between eCommerce CRM vs. traditional CRM?
The core responsibility of eCommerce CRM software is to register vital data of customers, i.e., Their contact details, account information, etc., all in one entity. 

Using conventional CRM software for day-to-day operations is favorable to your business as it helps you as a business owner understand how you should communicate with customers and approach them in a way that satisfies their requirements. 

Keep in mind that conventional CRM also gives out customer profiling details related to the history of purchase (if they made one before) and their outreach history too.  

eCommerce CRM strategy’s core focus is on the sales and customer experiences online. Like conventional CRM, eCommerce CRM also can analyze customer data, sales orders and keep track and register information. Almost any good eCommerce CRM possesses the ability to analyze your website's metrics in terms of conversion rate, Customer click-through rate, Email subscription opt-ins, and figuring out the products with a higher interest rate with customers. 

This user-friendly eCommerce add-on is designed to give customers a customized experience. Allowing your customers to customize their e-commerce experience, hearing their requirements, and attending to their needs will provide them with the impression that they are essential and they are being listened to. These tactics help you recruit brand new customers and help you retain current customers. 

Why Is CRM the key to an outstanding eCommerce Business?

The moment you step into the domain of online business, you get to know your competitors, and you realize that they are waiting for any chance for you to screw up in any segment. As obvious as it sounds, One of the most acceptable ways you can combat and compete with your competitors is by retaining your customers and serving them. Offering some of the best tech and product service is one thing, But offering a seamless customer experience is where you can build brand loyalty and retention. 

The customer lifecycle is way quicker than one can expect in the online domain. This implements that the effort required in eCommerce businesses is way higher than conventional commerce. An eCommerce CRM can facilitate and ease your efforts by giving you a stable revenue and solid position in the market.

How can your eCommerce store benefit from a CRM?

Keep in mind that pretty much every CRM platform is cloud-dependent and facilitates mobile support features, Which means that, with a consistent internet connection, one can access the CRM from anywhere at any time. 

This helps you classify all your customer data efficiently, thus allowing you to satisfy your customers' requirements with the needed products and services. A CRM platform is beneficial to your online store in multiple ways, and here are some:

1. Data analytics

Data analytics

With a legit eCommerce CRM at hand, you put yourself in a position to extract legitimate data about your customers based on the analysis performed by the customer relationship management software. For instance, when customers are purchasing products, their AOV, their return rate, and the buzz your business is accumulating on social media platforms come into play when it comes to analytics. These data come in real handy when you plan on retargeting your existing customers as well as drawing in new customers. Sales analytics has a similar impact, if not even more powerful, when compared to targeted sales campaigns, developing sales channels, etc.

2. Real-time communication

Possessing an integrated communication system can save up so much time and effort. A proper CRM system will make sure that all domains of your business have access to the available customer data, tendencies, and statistics so that people in your organization can communicate through file-sharing as well as review necessary data they intend to from their end.

3. Task management

Task management is an essential aspect of running your business seamlessly. And an eCommerce CRM software is convenient to make your real-time task lists which gives the space for your team members to create lists with deadlines and comments. This eliminates your job to get a separate software to manage your tasks and projects.  

4. Forecasting 

Now comes eCommerce CRM's prime purpose. Post analyzing accumulated data related to sales and individual customers, and The CRM extracts all the data to predict shopping habits, current trends, etc. This forecast allows you to indicate which products have the potential to draw in customers more and have the ability to perform better. Thus, allowing you to put an extra emphasis on those products, Maximizing your conversion rates and ROI. 

5. Business expansion 

Business expansion

Since the day, scaling the business to different heights has definitely been on the cards for every business person. But when so many business operations bombard you to take care of, the planning and thought process devoted to expanding your business becomes impractical. 

This is where CRM scores big-time as you have ready to go data at hand at all times, and it is so accessible. 

This gives a rise in the productivity of your team members, which directly translates to a higher number of total sales numbers. 

When you learn to invest your resources in the right place, Expanding your business becomes duck soup. eCommerce CRM helps you know exactly what your customers expect from your side, Thus making it easy for you o decide which area you want to expand and the steps you need to take to reach there. 

How do you choose the most compatible CRM for your eCommerce business?

With a wide range of CRM software systems present in the market, Selecting the most compatible one for your business can be quite a stretch. Regardless of whatever CRM software is being marketed as the best, the truth is that there isn't one size fits with respect to CRMs. However, there are certain essential factors to keep an eye out for if you are looking out for the best possible e-commerce CRM software for your business; here they are:

1. Compatibility

What may be suited as the ideal CRM for one organization might not be perfect enough for another. You will have to check if the CRM software is flexible enough to integrate with other software, systems and processes, Also see how scalable it is. This prevents you from jumping from one system to another when you need to work with different functions. 

2. Check for the type of CRM 

The type of CRM software you work with also comes into play. Choosing a cloud-based CRM solution to work with makes things easier as cloud-based CRM is way quicker to implement and provides the access gateway to the software's features. Meanwhile, an on-premise CRM requires much more time, effort, and money to be functional. Cloud-dependent CRM is much more preferable due to its ease of use and requirement of lesser human resources.  

3. Integration


 Apart from what the CRM vendors guarantee you, it is vital that you find it easy to function with the CRM. Therefore it is necessary that you find a CRM solution that possesses a neat interface and is user-friendly. Keep in mind that your primary goal of using a CRM solution is to boost sales. Find a solution that compliments that and allows you to integrate effortlessly with your existing systems and processes. 

3. Mobile compatibility

 Mobile compatibility

Make sure that your CRM solution possesses the ability to be accessible by any mobile device from any location. Besides your CRM being compatible with mobile devices, the ease of use when using the mobile application matters, too, as well as its smooth integration. 

4. Consider your purpose 

Consider your goal. Your competitor business might be needing a tonne of features, but that doesn't necessarily mean that you will also require all of it gets. Understanding your business goals and needs is essential to cut down on unnecessary costs to aggregate resources and effort. However, make sure that your CRM application holds basic functionalities like updating and developing an all-inclusive customer database and taking care of communications with customers, etc. Sales prediction, Reporting, Multi-currency support (For scalability), Data analytics (sales), Customer support, and the ability to launch social media & email campaigns are a few basic features that you can adhere to find your compatible CRM software.


Improving your customer experience is necessary to boost your sales, and what better way to enhance your customer support than a legit eCommerce CRM system? With the insights that a CRM can bring in and the way it can channel your business in the right way, Your business is one step away from reaching a whole new gear. All you got to do is to pick out the right CRM software to work with, and you'll be good to go! Good luck!