What is a CRM?
CRM stands for customer relationship management. A CRM platform collects, consolidates, and analyses customer data from email marketing , phone calls, social media, and website interactions. CRMs allow brands to engage with people based on their preferences, which ultimately deepens relationships.
The benefits of a CRM platform
- More revenue: CRM platforms centralise data so you can understand what drives people to buy from your brand.
- Improved productivity: Data centralisation helps you and your team be more efficient and avoid misunderstandings or miscommunication.
- Detailed customer profiles : CRM platforms provide a comprehensive understanding of your customers’ shopping behaviour and interests so you can predict the next orders and values and plan accordingly.
- Repeat purchases: As CRM platforms contain all the data you need to identify and resolve potential issues and improve customer experience, they boost customer retention and loyalty.
- Better marketing: In-depth data on customer behaviour and preferences serves as the basis for creating personalised messaging for each segment.
How to get started with a CRM platform
Here are the basic steps for setting up and using a CRM platform:
- Import existing contacts from your SMS or email list .
- Set up sign-up forms to capture new subscriber information and import it directly into your CRM.
- Integrate other tools you’re currently using to centralise data.
- Map out the customer journey . Segment and create profiles based on people’s behaviour, demographics, and purchase history.
- Add relevant team members and customise permissions.
- Set up targeted SMS and email flows for customer onboarding, relationship nurturing, and timely assistance.
A marketing automation platform like Klaviyo is an excellent addition to your ecommerce tech stack. Its CRM functionality gives you:
- A deep understanding of your customers’ behaviour and their next moves
- Individual profiles for every customer so you can track brand engagement and interactions for easier assistance
- Comprehensive segmentation options for personalised messaging
Ready to optimise customer relationships? Sign up for Klaviyo .