Nov 8, 2022

The Role of CRM & PIM in the Evolution of eCommerce

a diagram of a chat button and a crm button

Businesses are seeking innovative strategies to keep ahead of the competition as eCommerce expands. Recently, Customer Relationship Management (CRM) software has come up as the most efficient ways to accomplish this.

CRM software allows businesses to manage customer interactions and data, streamline processes, and improve the overall customer experience. In the world of eCommerce, CRM is becoming increasingly important as businesses look for ways to provide personalized experiences, create a seamless omnichannel experience, and increase efficiency.

Let's examine the current state of CRM with eCommerce, how CRM is influencing eCommerce's future, and the advantages of utilizing CRM software in eCommerce. 

The Current State of eCommerce and CRM

eCommerce has been expanding quickly recently, and it is anticipated that this expansion will continue. A stat you’ve most likely have heard by now - by 2023, eMarketer projects that global eCommerce sales will total $6.54 trillion. This growth is being fueled by factors such as increased internet penetration, mobile device usage, and changing consumer behavior.

Unfortunately, in the past eCommerce companies have had trouble providing clients with individualized experiences. One of the main reasons for this is the sheer amount of data that companies need to collect, centralize, and access to create personalized experiences. Product recommendations, customer service encounters, and marketing efforts can all be tailored using this data, but companies rely on outdated technology that can't keep up with the demands of today's consumers. As a result, many shoppers who expect personalized experiences will quickly move on to a competitor if they don't receive them.

However, the benefits of providing personalized experiences are clear. Customers who feel that a company understands their individual needs and preferences are more likely to be loyal and make repeat purchases. This can lead to increased revenue and profitability for eCommerce companies.

The Future of eCommerce and CRM

Businesses are realizing the value of CRM in managing consumer interactions and data as eCommerce continues to expand. CRM software enables companies to gather and centralize product data, offer individualized experiences to its customers, and simplify procedures. In fact, a survey by Salesforce found that companies using CRM software saw an average 29% boost in sales.

Use of data 

CRM software can help eCommerce businesses collect and organize product data from multiple sources and centralize it into one system. By unlocking this data, businesses give access to all customer-facing teams so they can engage with customers throughout the sales and customer lifecycle. Sales and service having access to this information are more likely to convert leads into sales.

Consistent Information

Consumers increasingly demand a smooth purchasing experience across all platforms, including social media, websites, and interactions with sales and service representatives. eCommerce companies can consolidate product information into a CRM software, making sure it is consistent across all channels and to all stakeholders, resulting in a seamless experience for their customers. For customers, this reliability can foster loyalty and confidence.

Automation and efficiency

Automation is one of the main advantages of CRM software. eCommerce companies may boost productivity, optimize procedures, and lessen human labor when they use CRM in product information management. Businesses can reduce mistakes, redundancies and save time by having all the product data in one place. 

Using AI for Product Information

Product owners can expedite the generation of product descriptions and content with the aid of AI technology. When a company has a wide range of products, writing and updating targeted product descriptions takes up a full-time position. Product owners can speed up the process with AI's help.

The Benefits of CRM in eCommerce

Increased Sales

Using CRM software can also lead to increased sales in eCommerce. By providing personalized experiences and streamlining processes for both internal and external audiences, businesses can improve the overall customer experience and increase customer loyalty. Additionally, CRM can help businesses identify cross-selling and upselling opportunities, leading to increased sales.

Improved Customer Service

CRM software can also help improve customer service in eCommerce. By collecting and analyzing customer data, businesses can provide more personalized and effective customer service. For example, businesses can use CRM to track customer interactions across multiple channels, such as social media and email, and respond quickly to customer inquiries.

As eCommerce continues to grow, businesses are recognizing the importance of using CRM software to manage customer interactions and data. By providing personalized experiences, streamlining processes, increasing sales, improving customer service, and analyzing data, CRM is becoming an essential tool for eCommerce businesses.

While using CRM in eCommerce is a relatively new concept, the benefits are clear. As technology continues to evolve, businesses will have access to even more data and tools to provide personalized experiences, create a seamless omnichannel experience, and increase efficiency.

Ultimately, eCommerce companies that prioritize providing personalized experiences to their clients are more likely to succeed in today's highly competitive market. By investing in the right technology and strategies, companies can create loyal customers who keep coming back for more.

In conclusion, businesses that embrace CRM software in eCommerce will be well-positioned to stay ahead of the competition and provide exceptional customer experiences. By using CRM to manage customer interactions and data, businesses can gain a better understanding of their customers and provide the personalized experiences that today's consumers demand.

See Pimly in Action

Ready to take your product information from great to incredible?
Book a Demo