Articles
A CRM tool that is being used and attracting attention as a tool for building customer relationships.
It has been introduced not only to facilitate communication between companies and customers, but also to promote " fanning of own customers ", which is important for companies.
In addition, CRM tools have a lot of functions, but when it comes to actually introducing and operating, what kind of functions are there, what kind of CRM tools are suitable for your site, and where to start? Don't you worry?
This time, for those who are worried about how to follow customers using CRM tools, we will remind you of what you can do with the functions of CRM tools and introduce what to do with the approach on the site. To do.
What is a CRM tool?
CRM is an abbreviation of "Customer Relationship Management" and is a tool for building customer relationships based on the data accumulated in the company.
With CRM tools, you can build good relationships with customers while managing data such as customer's personal information, browsing history, inquiry history, questionnaire responses and behavior history.
CRM features
As a function of CRM, for example, by utilizing the data accumulated in the CRM tool, customer data is analyzed and segmented by different age groups or occupations, and follow-up emails with contents suitable for each user are sent. You can send it at the optimal timing.
In order to build a good relationship, it is important to take an approach tailored to the customer's condition .
For that purpose, it is necessary to design based on the data while thinking about how to deliver the information that the customer wants at the desired timing.
Also, while CRM tools are sophisticated, they often have complex specifications and take a long time to deploy. Even after the introduction, it is necessary to repeat analysis and improvement while observing the results.
Therefore, in order to introduce the CRM tool in-house, it is necessary to confirm the work flow in advance, and to explain and train the employees of the department in charge of actually using it, which may cause a work burden on the employees. There is sex.
CRM tools are effective in building good relationships with customers and enable customer follow-up at various times. However, it is necessary to take a long-term perspective, such as the work cost of employees, the schedule of the actual operation period, and the repeated execution of the PDCA cycle, so it is better to consider the introduction after considering it.
What is the best time to approach your customers?
CRM tools are attractive because they have various functions such as customer analysis and segmentation, but many people may feel that the introduction hurdles are high.
If you're wondering what to start with, first try to figure out what kind of contact you have with your customers and what kind of communication your site is doing.
After that, think about when the customer will be happy, what kind of communication you are doing now, and what kind of interaction you can make in the future to make the customer happy.
From there, if you specifically design it as a CRM tool, I think you can build a customer relationship that is more suitable for your site.
However, it takes time to identify and design it, so there is also a method of first thinking about which customer contact points you can follow immediately and then following only that part first.
As a customer follow-up that can be done immediately, for example, an event called "basket drop" always occurs on an EC site. Dropping a basket means that the customer puts the item in the cart but leaves without making a purchase.
It is said that this basket drop occurs on average 70% on EC sites, but when considering the amount of opportunity loss, it is said to be 2.5 times the sales, which is a very large amount.
Also, if you can contact someone who inadvertently forgot to buy it, your customers will be happy.
First of all, isn't it important for the EC site to follow up when this basket drop occurs?
Why don't you feel free to start with "Basket drop measures"?
"CART RECOVERY" is effective for following a basket drop. CART RECOVERY is a MA tool specializing in basket drop countermeasures, aiming for "zero forgetting to buy" by fully automatically following customers who have lost their baskets.
Since the service started, it has been introduced as a tool to prevent basket dropping on the EC sites of various companies as well as the sites of major EC companies. By introducing it, many sites have increased sales, and it will be a tool that you can feel the high effect as a countermeasure against basket dropping.
You can easily introduce it by simply installing a tag on the site, and you can easily check how many baskets are dropped every day in the report on the management screen.
In addition, it is possible to set both the contents of the basket drop mail in HTML format and multi-part format of the text body. Even if you don't know how to set up HTML emails, CART RECOVERY provides a default template so you can easily set it up.
Once you have set the CART RECOVERY basket drop email, the email will be delivered automatically, so you do not need to change the settings frequently.
The delivery timing of emails can also be set for a wide range from 15 minutes to 90 days at the earliest, and multiple emails can be set freely without any restrictions.
One of the attractions is that the cost performance is high because the basket drop mail can contribute to sales without incurring costs .
It also has the role of a kind email that News you that you have forgotten that you have dropped the basket, and it has the advantage of increasing customer contact points.
Summary
So far, we've talked about CRM tools and basket drop countermeasures that you can do right now as a customer follow-up.
CRM tools have a wide range of functions and are convenient for data management and utilization, but on the other hand, due to the large number of functions, it may take a long time from the setting and installation of the tool to the start of operation.
It's a good idea to start by thinking about what kind of customer you want to communicate with.
Also, before thinking about various things, first of all, if you want to set up communication that can be done immediately, please consider following the customer who dropped the basket .
CART RECOVERY specializes in the "basket drop" function, so it doesn't take long to set up.
After installing the tag on the site page, you can easily set the mail delivery setting, so it can be operated by a small number of people in charge.
You can't follow anything other than dropping a basket, but there is also a way to start with the customer communication just before the purchase, which is common to all sites, and then think about what kind of communication is suitable for your customer.
If you want to try CRM, but the introduction hurdles are high, it takes a long time to set up, and you feel that it is difficult to operate, first consider customer communication with CART RECOVERY.
CART RECOVERY also offers a trial of up to 2 months, so please feel free to Contact Us us.
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