In today’s omnichannel retail environment, it’s no longer good enough to rely on the customer data you can pull from loyalty programs, or website transactions. Customers behave differently when purchasing through various channels. You need to pull all that information together, across channels, to discover the various paths to purchase your customers take. You need to understand those paths, and where they converge or divide. Every retailer must be, in part, a unified commerce customer relationship manager. It’s not as hard as it sounds. With an omnichannel CRM platform, total customer value can be assigned based on a holistic view, and not just by individual channel.
Customer relationship management (CRM) encompasses the strategies and technologies used to manage and analyze customer interactions and data throughout the customer lifecycle. CRM systems should be designed to compile information on customers across all channels, presenting one single version of the truth, and that’s what you get with the GoECart unified commerce CRM platform. In the unified commerce world, if you’re using a true unified commerce platform for CRM, it’s all connected in real time. And that’s not just the Web side, but the mobile side, marketplaces, and the brick and mortal store side — all connected, all in real time.
With a Unified Commerce CRM Platform you’ll be able to:
GoECart can help you energize your employees with critical customer service information. They’ll be able to track and organize contacts with customers across channels and leverage the built-in capabilities of the GoECart software to manage customer relationships in a holistic manner. Every associate will be able to mine key performance indicators (KPI) to improve services provided to customers.
Your marketing department will be able to access specific customer contact information for targeted and personalized marketing campaigns, or offer your customers the ability to participate in an award points program, similar to those that offered by the major credit card companies. Rich transactional emails strengthen the relationship with every purchase, and you’ll have the opportunity to win back lost customers by tracking, viewing and re-marketing to those who have abandoned their shopping carts on the storefront.