The impact of CRM-powered commerce on customer retention

Boyd Wason

16 May 02023

In a world where customer loyalty can make or break a business, a commerce-powered CRM is becoming an increasingly popular tool to improve customer retention. According to Hubspot, 82% of businesses say "Active customer retention" is one of the most important objectives for their CRM team.

This blog outlines how a commerce-powered CRM can elevate your business and provide a range of benefits that help increase revenue, streamline sales processes, and deliver personalised experiences to customers.

Why a Commerce-powered CRM is the best solution

A commerce-powered CRM is not just another tool, but a smart solution that enables businesses to create a personalised customer journey. By leveraging customer data, businesses can craft targeted marketing campaigns that resonate with their audience's goals and pain points. According to HubSpot, personalised emails improve click-through rates by 14% and conversion rates by 10%. With marketing automation, businesses can streamline sales processes, reduce errors, and improve customer satisfaction.

CommercePro by Engaging Partners allows you to create a more customer-centric approach leading to increased engagement, revenue, and retention. According to HubSpot, companies that excel at lead nurturing generate 50% more sales-ready leads at 33% lower cost per lead.

CommercePro by Engaging Partners allows you to create a more customer-centric approach leading to increased engagement, revenue, and retention. Try out CommercePro now.

Customer retention

Customer retention is crucial to the success of any business, and a commerce-powered CRM can help businesses retain customers and increase revenue through various features such as loyalty programs and customer service automation. By analysing customer behaviour and preferences, businesses can create loyalty programs that incentivise repeat purchases and create personalised experiences that resonate with customers. 

According to HubSpot, companies with strong omni-channel customer engagement strategies retain an average of 89% of their customers compared to 33% for companies with weak strategies. Automated customer service processes can provide timely and personalised support, and businesses can proactively take steps to retain at-risk customers.

Streamline sales processes

A commerce-powered CRM can automate sales processes, such as lead management and order processing, freeing up time for your sales team to focus on building relationships with customers. By tracking customer interactions across multiple touchpoints, businesses can provide a 360-degree view of the customer, leading to more informed decision-making. Streamlining sales processes also helps businesses to increase efficiency, reduce errors, and improve customer satisfaction. 

Improve customer service

With a commerce-powered CRM, businesses can provide their customer service team with access to real-time order information and customer history, enabling them to quickly resolve issues and provide personalised support. 

Personalised support helps businesses improve customer satisfaction and loyalty. Additionally, by identifying trends in customer service inquiries, businesses can take proactive steps to address common issues, leading to improved customer experiences. According to HubSpot, 40% of customers expect a response within an hour on social media, while 79% expect a response within 24 hours.

Increase up-sell opportunities

A commerce-powered CRM can identify cross-sell and up-sell opportunities based on purchase history or browsing behaviour. By presenting customers with relevant products or services, businesses can increase revenue and improve customer satisfaction. Leveraging data can also help identify opportunities to deepen customer relationships, and businesses can create a competitive advantage that sets them apart from competitors.

Why you need a commerce-powered CRM

In conclusion, a commerce-powered CRM is an essential tool for businesses that want to create a customer-centric approach that leads to increased revenue and improved customer retention. Ultimately, by putting the customer at the centre of every decision, businesses can build trust and loyalty that drives long-term success.

By leveraging HubSpot’s data and automation superpowers, CommercePro can help businesses streamline sales processes, personalise marketing efforts, improve customer service, and increase up-sell opportunities.


Engaging Partners team

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