CRM thiab Cov Ntaub Ntawv PlatformsEcommerce thiab Khw muag khoom

Yuav ua li cas E-lag luam CRM tau txais txiaj ntsig B2B thiab B2C Kev Lag Luam

Ib qho kev hloov pauv tseem ceeb hauv cov neeg siv khoom tus cwj pwm tau cuam tshuam rau ntau qhov kev lag luam hauv xyoo tas los no, tab sis kev lag luam e-lag luam tau raug mob hnyav tshaj plaws. Cov neeg siv khoom paub txog digitally tau gravitated mus rau tus kheej mus kom ze, touchless kev yuav khoom, thiab multichannel kev sib cuam tshuam.

Cov xwm txheej no tau thawb cov khw muag khoom hauv online kom txais yuav cov txheej txheem ntxiv los pab lawv hauv kev tswj hwm cov neeg siv khoom sib raug zoo thiab ua kom muaj kev paub txog tus kheej hauv lub ntsej muag ntawm kev sib tw hnyav.

Nyob rau hauv cov ntaub ntawv ntawm cov neeg muas zaub tshiab, nws yog ib qhov tsim nyog los ntsuas lawv cov kev xav tau thiab nyiam thiab tsim kom muaj kev sib txuas ntawm tus kheej kom tsis txhob tau txais lawv swayed rau koj cov neeg sib tw. Nyob rau tib lub sijhawm, nrhiav pom lawv qhov kev yuav khoom, saib thiab yuav khoom keeb kwm pab muab cov lus pom zoo cuam tshuam thiab xyuas kom lawv khaws cia. Tag nrho cov no yuav tsum tau sau, khaws cia, ua, synchronizing, thiab tswj ntau tus neeg siv cov ntaub ntawv.

Ib qho kev daws teeb meem tsim nyog xav txog yog qhov kev sib raug zoo ntawm tus neeg siv khoom system, los yog CRM nyob rau hauv luv luv.

Nyob ib ncig ntawm 91% ntawm cov lag luam nrog 10+ tus neeg ua haujlwm siv CRMs hauv lawv cov haujlwm.

Grand View Research

Tuam txhab uas muag ntawm ntau qhov ntau thiab tsawg siv ecommerce CRM rau:

  • Kev tswj cov neeg siv khoom automation
  • Multichannel kev sib txuas lus enables
  • Tsim ib daim duab tiav ntawm tus neeg siv khoom
  • Kev lag luam thiab kev pabcuam automation
  • Tsim ib lub chaw tswj xyuas cov neeg siv khoom ib leeg rau kev ua kom pom cov ntaub ntawv hla-departmental

Yuav ua li cas E-lag luam CRM Solutions tuaj yeem hais txog koj qhov kev xav tau kev lag luam

CRMs feem ntau yog holistic kev daws teeb meem embedded rau hauv e-commerce architecture thiaj li ua tau raws li cov kev xav tau hauv qab no:

  1. Kev xav tau kev ua haujlwm - Kev tswj hwm cov neeg siv khoom tau zoo yog qhov nyuaj thiab, feem ntau, ua tsis tau yam tsis muaj ib lub hub cov ntaub ntawv ntseeg tau. Raws li qhov tshwm sim, kev lag luam hauv online ua lag luam mus rau kev siv CRM systems los txuas ntau lub ntsiab lus sib txuas los sib sau cov ntaub ntawv cov neeg siv khoom rau hauv cov ntaub ntawv khaws cia thiab xyuas kom cov ntaub ntawv tsis muaj kev cuam tshuam rau ntau lub tuam tsev.
  2. Analytical xav tau - CRMs tuaj yeem siv cov ntaub ntawv sib sau los tsim kev nkag siab rau kev paub txog kev txiav txim siab. Lub kaw lus siv cov ntaub ntawv khaws cia nyiaj txiag thiab kev lag luam cov neeg siv khoom xws li kev tshawb nrhiav, kev pom, thiab kev yuav khoom keeb kwm los tsim cov ncauj lus kom ntxaws, kwv yees tus cwj pwm, tsim cov lus pom zoo, ua kom cov neeg siv khoom txaus siab, thiab ua kom muaj kev muag khoom muag thiab kev muag khoom.
  3. Kev sib koom tes xav tau - Kev tsis sib txuas ntawm cov chaw ua haujlwm tuaj yeem ua rau muaj txiaj ntsig ntawm kev ua haujlwm. Txhawm rau kom muaj kev sib koom ua ke rau kev nkag mus rau cov neeg siv khoom cov ntaub ntawv rau kev lag luam, kev muag khoom, thiab lwm lub tuam tsev, koj xav tau ib qho system uas tuaj yeem yooj yim sib pauv cov ntaub ntawv thiab nkag mus. Kev lag luam e-lag luam CRM tuaj yeem muab kev nkag mus rau ib tus neeg siv khoom profile, seamless cross-department kev koom tes, thiab ua kom lub tuam txhab sib koom ua ke.

Ecommerce CRM rau B2B thiab B2C: Cov txiaj ntsig

Txawm hais tias koj lub tuam txhab e-lag luam loj npaum li cas, thiab seb nws yog B2B lossis B2C, lub hom phiaj tseem ceeb yog nyiam, hloov pauv thiab khaws cov neeg siv khoom. CRMs yog tsim los pab cov tuam txhab ua tiav cov hom phiaj los ntawm kev muab cov txiaj ntsig hauv qab no rau lawv:

  • Ua tiav cov neeg siv khoom saib - Kev tswj hwm cov neeg siv tau zoo pib nrog kev tshawb fawb cov neeg siv khoom zoo raws li cov ntaub ntawv khaws tseg. CRMs tuaj yeem pab cov khw muag khoom online hauv kev sau cov ntaub ntawv thiab, raws li nws, tsim 360-degree tus neeg yuav khoom profile. Kev nkag mus rau cov neeg siv khoom saib thoob plaws lub tuam tsev tso cai rau kev tswj hwm funnel muag khoom kom zoo, cov neeg siv khoom mus ncig ua si pom, taug qab kev ua si, txhim kho cov phiaj xwm kev lag luam, thiab muab cov lus pom zoo.
  • Paub ntau tus kheej - CRMs nrog kev kawm hauv tshuab tuaj yeem siv cov ntaub ntawv cov neeg siv khoom sib sau ua ke ntawm kev muag khoom thiab kev muag khoom, pab cov lus pom zoo, thiab ua kom yooj yim rau kev yuav khoom. Xws li tus kheej txoj hauv kev pab coj cov neeg siv khoom thiab txhim kho kev tuav pov hwm thiab kev ntseeg siab.
  • Kev paub ntau tus neeg siv khoom - Niaj hnub no txoj hauv kev rau omnichannel kev sib cuam tshuam cia cov neeg siv khoom hloov pauv ntau dua hauv lawv cov kev yuav khoom, tsis yog los ntawm cov khw muag khoom txawb lossis lub vev xaib lossis social media. Lub caij no, rau cov khw muag khoom digital, muab kev paub tsis meej thiab tus kheej cov kev paub hauv ntau qhov chaw ib puag ncig ua rau muaj kev sib tw tseem ceeb uas cuam tshuam nrog kev sib txuas ntau cov ntsiab lus sib tham thiab sib sau cov ntaub ntawv hla cov neeg siv khoom sib koom ua ke. CRM tuaj yeem hloov pauv cov kev paub dhau los ntawm cov neeg siv khoom mus rau hauv ib qho uas coj ntau txoj kev sib koom ua ke thiab ua kom txhua cov ntaub ntawv pom, thiab cov neeg siv yuav tau txais kev paub txog tus kheej los ntawm txhua txoj kev sib cuam tshuam.
  • Automation ntawm kev lag luam kev lag luam - Kev lag luam CRM muaj peev xwm cuam tshuam txog kev tswj hwm cov neeg siv khoom sib cuam tshuam thaum kev muag khoom, kev ua lag luam automation, tsim cov phiaj xwm kev lag luam, thiab cov hauv kev rau kev pabcuam customized nrog chatbots thiab cov lus teb tsis siv neeg. Automating kev lag luam kev lag luam thiab kev nkag siab tus neeg siv tus cwj pwm ua rau muaj txiaj ntsig zoo ntawm kev coj noj coj ua, kev loj hlob ntawm cov nyiaj tau los, thiab kev coj tus kheej ntau dua hla cov neeg siv khoom mus ncig.
  • Yav tom ntej-oriented analytics - CRMs ua raws li cov neeg siv khoom cov ntaub ntawv khaws cia uas sib sau, khaws cia, thiab siv cov ntaub ntawv los txiav txim siab hauv av. Ua tsaug rau qhov tseeb ntawm qhov no, cov ntaub ntawv tuaj yeem siv los tsim cov neeg siv khoom cov ncauj lus kom ntxaws, kwv yees theem ntawm lawv txoj kev koom tes, kwv yees tus cwj pwm, thiab txheeb xyuas cov theem hauv cov kav dej muag kom raws sij hawm siv kev lag luam tactics thiab muab cov lus pom zoo. Dab tsi ntxiv, lub kaw lus tuaj yeem txheeb xyuas cov neeg yuav khoom muaj txiaj ntsig thiab cov channel zoo tshaj plaws rau lawv qhov kev yuav khoom los muab cov lus pom zoo rau koj txog kev ua tau zoo ntxiv.

Tau txais CRM kev daws teeb meem tuaj yeem dhau los ua txoj hauv kev zoo rau kev tswj hwm cov neeg siv khoom, muab txoj hauv kev ntawm tus kheej, txhawb nqa kev tuav pov hwm thiab kev ua lag luam tag nrho. Ntxiv mus, los ntawm flawlessly kev koom ua ke nrog lwm cov modules ntawm koj e-commerce architecture, ib tug CRM kev daws teeb meem yuav ua tau zoo ntxiv cov functionality ntawm tag nrho cov ecosystem.

Roman Davydov

Roman Davydov yog E-commerce Technology Observer ntawm Kev hloov pauv. Nrog rau ntau tshaj plaub xyoos ntawm kev paub hauv kev lag luam IT, Roman ua raws thiab tshuaj xyuas cov kev hloov pauv digital los coj cov lag luam muag khoom hauv kev paub txog software yuav xaiv thaum nws los txog rau kev lag luam thiab kev tswj khw muag khoom automation.

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