With a growing number of people shopping online, ecommerce website owners need to develop ways to foster loyalty with these consumers. One way to do this is by creating a relationship with the consumer, since the majority of buying decisions are based on consumer confidence. An effective way of instilling confidence and building trust with online consumers is by using a customized relationship management system.
How a Relationship Management System Functions
The system links with an online business and once customized will provide a tremendous amount of useful data to the business owner. This software will monitor the behavior of consumers whenever they visit your website, including: What they do on your website, whether they post any comments, questions, and whether they make a purchase. By reviewing this data, it will let the online business owner know if the site has any bottlenecks that could be slowing down sales.
Benefits of Tracking Customer Behavior
Since the software tracks customer behavior, the website owner will be able to identify opportunities they would have missed if not for this software. If a customer kept going to a specific area on your website but did not make a purchase, you could send them a targeted email informing them about a new promotion related to the area of your website the consumer is visiting. It takes, on average, seven to ten interactions with a customer before they make a purchase—so using these targeted emails is a great way to boost sales.
After the consumer makes a purchase, this software will also give you the ability to interact with them via the customer support application. By scheduling routine follow-up email communications, you can ensure the customer is satisfied with their purchase, ask them for referrals or send them targeted advertisements.
Incorporating Social Media
Another feature that this relationship management software provides is the ability to harness the power of social media. When the social media application is integrated, the software will let the online business owner post updates about current promotions and corporate events on various social media platforms. Whenever a consumer logs into their social media account, these announcements will appear in the consumer’s “news feed” so your company is constantly reaching out to consumers.
The more times your organization appears in front of a consumer the greater the odds they will make a purchase. Online business owners need to deploy this technology in order to increase their market share and earnings.