Covid-19: A pandemic that turned the world upside down in a matter of a few days. It literally pressed a reset button for businesses and startups enforcing them to rethink their strategies. Everything was amazing until a sudden outbreak occurred and all hell broke loose.
While almost every business is facing short-term and long-term effects of the current Covid-19 situation, businesses that failed to shift to omnichannel CRM are suffering the most. Unlike the decline in offline business, online business is thriving and digitization is going to scale more profits after Covid-19.
If you are one of those businesses who were reluctant to shift to online modes, you have to prepare yourself for the worst situations than this before it gets late again. It is the time when you introduce omnichannel marketing in your strategy to stay on the top of your game.
Retail CRM software can help you achieve your sales goal but before jumping on to that, let’s understand what actually omnichannel is.
Omnichannel retailing helps you to connect with your customers through all the channels that they are spending their time on. It’s like creating a brand ecosystem where the customer has easy access to your products everywhere on the internet and in offline stores too.
In simpler words, you list your products wherever your customer is present, be it physical stores, social media platforms, e-commerce platforms, a website, etc. Because today customers like to explore different avenues before making a purchase.
According to a report by Invespcro, “Companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to the customer retention rate of 33% for companies with weak omnichannel customer engagement.”
You may be marketing your products well, but what one fails to realise is that today customers use the web in impressive ways. They check reviews online while visiting a physical store, they compare prices on different e-commerce platforms to crack the best deals.
They also check social media pages to avail any offer or discount they might find. They like to purchase online and choose to pick up the products from the store. In a nutshell, it’s all about convenience and smooth shopping experience. Tailored CRM software features make it easy for you.
Customers want their experience with a brand to be seamless, beneficial and personalized to their preferences. They engage more with the brands that offer personalized solutions and discounts to them. This is where retail CRM software comes into the picture.
The CRM for retail stores allows you to monitor your customers’ behaviour, choices, buying patterns, and every detail that is important for you to cater to their needs and develop brand loyalty.
With many changes happening around, one thing can be predicted precisely is the pandemic is going to change people’s buying habits and behaviour forever. With safety and convenience becoming the priority, people are shopping, not only medicines and grocery but every possible thing, online.
Their buying pattern isn’t only driven by necessity but also by entertainment, fitness, learning, and much more. Customers crave choices and buying options, and if you will provide them with it, your business will not see a fallback.
The shopping pattern would certainly change, but after the restrictions will loosen up a little, customers will still prefer to visit the stores to check how an item looks and feels before purchasing it. If you would create a funnel for your business through omnichannel retailing, you will accelerate your ROI (return on investment).
You should leverage features of CRM software for your retail business to thrive during and after Covid-19 situation to boom your sale. CRM software features like customer history, contact management, interaction tracking, personalized promotions, segmentation, etc are designed to allow you to create a unique experience for your customers.
On the other hand, other CRM features like email integration, document management, workflow automation, etc. help you in taking care of the backend effortlessly. The future holds multiple opportunities for you to grow your business to the heights that you dreamed of.
Jaidev Chatanat is a thought leader in the space of marketing intelligence, customer service and digital transformation. He has been an advocate for applying the right digital transformative strategies and techniques for many decades for fortune 500 companies.
He is reachable for consultation on firstname.lastname@example.org