A comprehensive CRM system can inform e-commerce businesses of their customers’ preferences, which can increase retention and sales.
Atlanta, GA (PRWEB) September 28, 2013
The Gervais Group, a leader in the provision and execution of online strategies designed to grow traffic and revenues for e-commerce sites, is pleased to announce a new suite of customer relationship management (CRM) services focusing on the retention and the optimization of the existing customer base. These new services address the importance of retaining existing customers through the use of CRM systems which generate data sets that enable e-commerce sites to deliver a unique and personalized interface to each of their customers.
The new CRM-based customer retention services offered by the Gervais Group take a multi-faceted approach that starts by identifying the company specific practices that carry the highest risk of driving customers to take their business to the competition. According to the findings of several studies, the vast majority of these risks take place in area of customer service/experience, which accounts for approximately 7 out of 10 departing customers. By identifying specific high risk practices in terms of existing customers’ perception, the business can then take steps toward the cessation or modification of high risk/low reward routines. An example of one such practice is the sending of spammy emails to untargeted customers after they have made their initial purchase from an e-commerce site.
After identifying and managing high risk practices, CRM software can be utilized to organize customer data into distinct categories based on previous purchases and other interactions with the site. This information can then be purposed toward customized messaging with customers that resonates with their personal preferences. For example, sub-sets of customers who have exhibited strong loyalty to a specific brand would receive messaging that caters to that brand loyalty while avoiding blatant sales pitches on brands in which they have expressed no interest.
These CRM-based solutions, while providing a personalized experience for existing customers, also deliver benefits beyond increased customer retention. These benefits include increased efficiency in marketing efforts that result from communicating the right message to the right audience and higher conversion rates by pairing products with an audience has already exhibited interest and/or loyalty to the brand and its merchandise.
Commenting on the potential opportunities generated by his company’s new CRM-based client retention services Jason Gervais, Senior Project Manager at the Gervais Group said, “A comprehensive CRM system can inform e-commerce businesses of their customers’ preferences, which can increase retention and sales.” He added, “The enhanced customer experience can not only retain the existing data base, it can grow it through one of the most powerful sales drivers ever; word of mouth.”
Since its founding in 2001, the Gervais Group has specialized in executing web-based solutions for e-commerce sites that increase targeted traffic volumes, create high retention rates, and grow revenues.
Based in Atlanta Ga., The Gervais Group executes cost effective strategies with a primary objective of growing revenues/profits for its e-commerce clients. For more information, visit http://www.gervaisgroup.com/.