CRM is becoming increasingly important in eCommerce. The abbreviation CRM stands for Customer Relationship Management. Increasing competition across all sales and communication channels makes it increasingly important to integrate existing customers into your own company in the long term. Store operators are therefore realizing that a well-maintained CRM has significant cost advantages over the comparatively expensive new customer contacts.
Together with the JTL service partner Schönes & Seltenes IT Services from Cologne, I have looked at ways in which you can extend the functionalities of JTL-Wawi and JTL-Shop with improved and targeted customer communication. The result: efficient and sustainable solutions are just a few clicks away for you! With their interface and shop plugin, the two JTL technology partners AMTANGEE and Nosto provide practical options to easily take advantage of these benefits. I will introduce you to the two products in a little more detail below.
Customer lifetime value and the benefits of CRM
For many entrepreneurs, customer lifetime value (CLV) is an important parameter for calculating profitability. The CLV describes the value of the customer over the entire business relationship. In many calculations, customer relationships are only profitable after the first or even second order. This is why retailers benefit all the more from a long-term relationship, as it enables optimal monetization across the entire CLV.
This is where the tools of good customer relationship management come into play. With the right plugins and/or additional programs, you can optimize your customer service, ensure greater customer satisfaction and create individualized listings at the right time.
The advantages of CRM in eCommerce at a glance:
Comprehensive information
You and your employees have an overview of which customer has bought what and when at all times, even immediately upon contact. Additional information from the customer history and direct insight into the status of supposed orders give you numerous opportunities for better customer communication. You can also use appropriately maintained databases for targeted newsletter or other marketing campaigns.
Immediate service
Simplified communication and immediately available customer information ensure that the quality of customer service increases significantly. With a CRM, the flow of information can be simplified and the desired workflows can be mapped more easily.
Individualized listings
For consumer goods in particular, it is interesting to know when customers are likely to have increased demand or when there may be an acute requirement. Good CRM data allows you to advertise precisely at the right time.
Optimized communication with CRM software from AMTANGEE
Communication with your target groups consists of numerous important touchpoints. The interaction between the AMTANGEE CRM software and JTL-Wawi provides you with direct support. Both in daily email correspondence and on the phone in customer support: The AMTANGEE user interface ensures that you have all relevant customer data quickly and clearly at hand and can address your customers individually.
For example, if you connect the software to your telephone system, you will receive relevant information about the customer when the phone rings. The prerequisite for this is, of course, the appropriate maintenance of all customer data records. But then you can view current and older orders and thus serve the customer’s expectations and wishes in a more results-oriented way.
The direct synchronization of your customer data with the CRM software ensures that potential information gaps between colleagues do not even arise, even in larger customer support teams. All employees have access to the same data at all times. This avoids unnecessary requests for information from the customer. Your efficiency increases and the customer receives attentive and professional support at the same time.
Are you curious and want to try out the CRM software from AMTANGEE? You can find more information about the functions and possibilities in connection with JTL-Wawi on the manufacturer’s website. You can also apply for a 30-day free trial period there.
More individualization in the JTL-Shop with Nosto
Nosto brings personalization to your online store. The targeted customer approach has an important goal: satisfying and pleasant customer experiences during the shopping process. This in turn improves your chances of an increased conversion rate. But how exactly does Nosto personalize your JTL-Shop?
The free Nosto plugin, built by our service partner JTL-Stollen for the JTL-Shop from version 3.2, displays personalized product recommendations to the customer. This means that they see product recommendations that are most likely to be purchased according to their user behavior. These are based on customer profiles that Nostos Plugin creates based on surfing behavior. This not only gives you the opportunity to increase your own profit through upselling, but also contributes to an increasing average shopping basket with the cross-selling activities triggered by Nosto.
But it’s not just personalized product recommendations that can increase your sales figures. With behavior-based pop-ups, you can use the Nosto plugin to control the user behavior of your store visitors. For example, you can welcome new customers with a welcome discount and thus give them the decisive incentive to buy. You can also use the plugin to intervene if the purchase process in the JTL-Shop is interrupted in order to create convincing incentives to reactivate the customer.
Nosto opens further doors in newsletter marketing: With the help of personalized messages, your customers receive tailor-made emails with high click-through rates. Not only ensure that shopping cart abandoners continue their purchase, but also bidder them directly with suitable cross-selling products. This not only increases your chances of reactivating older existing customers, but also bidsder a personalized shopping experience for your store visitors. My tip: Try out the JTL-Shop plugin from Nosto – it’s free!
Conclusion
Personalized offer management is becoming increasingly important in eCommerce. Attentive and individual communication with customers, on the other hand, has long been considered an important element of successful retail. So if you want to retain customers in the long term and stay one step ahead of the competition, there is no way around both areas.
In combination with external software, the JTL product portfolio offers very good opportunities to use your customer data in a targeted manner for your company’s success – within the framework of data protection requirements, of course. Good CRM system setup and consistently clean data maintenance are essential prerequisites for this.
If you need support with the integration of the AMTANGEE CRM software for your JTL-Wawi, our colleagues at Schönes & Seltenes IT Services will be happy to assist you. For further questions about online marketing and recommended measures for your business, please feel free to Contact me at SaphirSolution.de. Thank you very much for your attention!
