Retail crm login. RetailCRM interview: e-commerce system. What are the standard reports, are their own

You won't connect RetailCRM if you don't have a website. "Only e-commerce" - say the developers and generously give everyone a free plan. Okay, so what will online store owners get from this CRM?

RetailCRM - complex system... There are modules for order management, marketing and analytics. To get started, you need to integrate with the site and additional services. After that, retailCRM will be able to accept orders from different sources: by phone, from a website or via an Internet application.

Retailcrm.ru main page

Work with orders and customers takes place in a single window. There you guide the customer through all stages of the sales funnel, analyze their actions, calculate discounts, assign tasks to employees, etc. Almost all of this is automated. And thanks to triggers and a detailed analytics system, you can make customers regular and sell more.

RetailCRM appeared on russian market in 2013, its creator is Intaro Soft. Intaro Soft is one of the top 5 developers of online stores in Russia.

Who is it suitable for?

RetailCRM positions itself as a CRM for online stores. It is suitable for e-commerce, mainly for the retail product business. If the internet is your main sales channel, this is for you.

The system is designed for stores of all sizes. It works with small and medium-sized (from 1 user), but chains of stores with 150+ managers will also pull it.

Who is not suitable?

RetailCRM is not needed by service providers and those who do not sell products on the Internet.

5 main advantages and unique features

You can customize reports for 20+ indicators, down to the most insignificant ones. Track:

the effectiveness of advertising channels, advertising campaigns, employees;
conversion within the sales funnel, the duration of its stages;
fluctuations in the average check, margin values, repeat sales;
the most popular goods, regions of sales, reasons for refusals;
changing customer demand and much more.

Indicators can be stacked with one another to establish subtle relationships. For example, find out which way of ordering the average check is higher.

Such charts can be built in two clicks

Customer service capabilities. RetailCRM, in combination with Google Analytics, collects all information about the customer: where they came from, what they looked at on the site and what they bought or didn't buy in the end. Use this information to anticipate customer needs, categorize customers, and make special offers.

RetailCRM redirects calls from regular customers primarily to employees who have already communicated with them before. If a regular customer calls, CRM will immediately show all information about him. The manager will address the buyer by name, see his entire history of purchases and discounts, which means he will be able to sell him more and work to increase loyalty.

The system of deadlines and reminders will help you not to lose customers. Have employees call the customer within 5 or 10 minutes after placing the order. If the deadline is missed, you will find out about it.

Automatic trigger system. A trigger is a scheduled action under specified conditions. It is created according to the scheme:

"If [this event occurs], then [you need to react like this]"

For example, we can set up automatic sending of letters and SMS notifications when the order status changes. The goods were shipped from the warehouse - the buyer immediately received a message with a tracking number for tracking.

As soon as CRM receives data from the shipment, it will send the client an SMS message

It also works well with cross-selling. The buyer places an order - he receives a letter in the mail with a proposal to buy related products and get a discount.

The trigger is customizable for almost any action. Or you can create a whole chain of triggers.

Two-way integration. RetailCRM is compatible with all CMS. About 80 integrations with services are provided: IP-telephony, "My Warehouse", 1C, delivery services and call tracking. All information from there is transferred to CRM, so you don't have to work with several programs at the same time.

CPA networks and landing pages are also connected - this is convenient if you are engaged in a "product"

Free if you have up to 300 orders per month. Compared to paid tariffs, the free one is almost not cut: there are only no reports on managers, RFM- and ABC / XYZ-analysis. This is great for small online stores (or those that sell piece specific products).

For the 301st and subsequent orders on a free plan, you pay 25 rubles

2 main disadvantages

Implementation is expensive. RetailCRM needs to be integrated with the website (and other platforms, if any), services, additional modules, etc. If you can do it on your own, great. But experts charge an average of 30,000-40,000 rubles for a comprehensive setup.

No mobile version. You can work with retailCRM only on a computer or laptop from a browser. Going to a picnic and processing a couple of urgent orders from your phone won't work.

Usability and interface

The system has 3 main sections: administration, operations, and analytics.

The section buttons are tiny - inconvenient. But the icons of the subsections are large and bright

There are many functions and possibilities, therefore subsections have their own branched internal structure. Basically everything is clear, but sometimes it can get confused.

The "Documentation for this section" will help to understand - it lies in the "Technical support". Documentation - the same instruction. It explains in detail to us why this page is needed and how to use it.

We go, study, come back and work

RetailCRM has good visualization. It's nice to work with orders: there are multi-colored status markers with icons and a marking system. It can be seen which manager did not call the client on time, at what stage the order is and what is the payment.

It is immediately clear which orders require our attention, and which ones are fine

We go to the analytics section and see nice charts with diagrams. Readable tables, contrasting, but not too bright colors - everything is as it should be.

Any reports can be exported to Excel

RetailCRM starts with analytics. The first thing we see when entering the system is the key indicators for orders. Growing indicators are highlighted in green, failures are highlighted in red.

The analytics system includes 4 sections: by orders, customers, goods and managers. You can customize everything here, so there are drop-down menus, gears of settings, tabs and additional tabs around each chart. The developers have tried to make each widget as informative as possible. Don't forget to connect Google Analytics to retailCRM for complete data.

You can view any indicators related to sales, customers and turnover here.

Connect telephony (14 cloud PBXs are available) - and analyze calls. All of them are recorded, you can listen to them. RetailCRM also displays statistics on them.

Work with orders takes place in one window: here we enter information on the client, deal with discounts, delivery, details, payment method, etc. Each order can be divided into several stages, and each stage can be assigned a deadline. This disciplines managers and speeds up order processing. In addition, this is the only way to create the right sales funnel.

3 main competitors

... CRM with the function of trade and warehouse accounting. It is also suitable for online stores, but rather weak as a management CRM. There is a free plan. Integrates with retailCRM and complements it.
1C: CRM. Universal CRM for online and offline trading. It can be customized exactly for your company, but it is more difficult to implement. Prices - from 700 rubles. There is a more expensive boxed version.
... Effective for managing sales, but not good for managing employees and tasks. Analytics are so-so, there are fewer configurable parameters. But you can integrate more services (over 200), and the integration is easier. It costs less: from 499 rubles.

Implementation

RetailCRM has ready-made integrations for most CMS. In theory, you can connect it to the site and additional modules yourself. In practice, this does not always work: technical difficulties arise.

RetailCRM partners help to implement the system into the online store - there are 32 of them in total. They have different competencies: some will connect the site and set up receiving orders, while others will write new extensions and build all business processes for you.

After connecting, the system will already be filled with demo data about orders, employees, etc. This is necessary so that you can practice on "bots" and understand how everything works here.

The developers offer detailed guidance on how to work. The documentation describes all the nuances of working with orders, analytics, clients. Each step is accompanied by screenshots. Managers will be able to use the guide on a daily basis until they master the full capabilities of the system.

Prices and rates

You can pay for each order or pay a monthly fee for users

By default, you connect a free plan. If you want to go to a more advanced one, you will need to write to technical support. You cannot switch from one tariff to another yourself.

Conclusion

RetailCRM is a balanced e-commerce system. It is great to work with customers in it: build a sales funnel, return customers using triggers and not lose orders. In addition, almost everything is customizable.

Analytics is especially good. When you see and can appreciate everything that happens to your store, it calms. Do not limit yourself to standard reports, because detailed analytics will help to reveal the "deep" processes and take a broader look at the business.

The system is free of charge, the complexity of integration is not. Be prepared to invest time (and possibly money) on implementation. You won't be able to register and receive orders in an hour. In this retailCRM loses to most cloud systems.

many integrated services

Minuses

1) the mobile application is shit, in principle it is unrealistic to use it (I could not find anything there, unread applications are not visible in principle, calls do not go through, there is a dick manual for setting up and using it. to break the phone after your application, no more desires arise.?

What cannot be done in the application:

1) find not parsed,

2)) Send email from application

3) call via vulture

4) find contact (well, you can tense up with filters, but your brain will explode)

5) use the completely useless first screen (the useless face of the application is a furor of idiocy)

what can be done:

1) set yourself a task ?????

2) why the hell are you healthy people in general in the form that your system generates to shove your fucking external link? http://joxi.ru/vAWYjK0UWJxamW, i.e. I have a person who wants to leave a request, stumbles upon your link and that's it, the lead has merged ... excellent CRM, thank you .. + EXTERNAL LINK, will I put drafts on my site with your external link? I need 9 forms, three of them are end-to-end, this is a series of links to your site and my weight reduction .. I pay you so much money, and more than they ask in other systems, and you are still doing such indecency.

3) Where is the elementary button in the "My integrations" settings? or I have to guess what I put there three months ago.

4) Users !!! [censored cut], I have two managers, only two managers will use the system, no one but them! Why should I pay you for 3 users? Are you trying to figure out the logic that there is still a system administrator who configures it? Or, in order to save money, do I need to give one of the managers admin rights? what does it mean? I didn’t notice you have a separate account for an analyst or something else, so it is understood that all users-managers + 1 manager-admin? in total, to use this perfection or just test it normally, you will have to throw 14 970 rubles (3 users)

5) system manual! Where is he? https://www.amocrm.ru/support/faq.php ?? this? or

http://support.amocrm.ru/hc/en/categories/200716477-%D0%A0%D0%B0%D0%B1%D0%BE%D1%82%D0%B0-%D0%B2-amoCRM - Do you know how I found such a link? I called support - this is about usability in general., I wanted to stupidly find out what the hell the lists are and why they are at all., nowhere are there any explanations.

6) Lead accounting + not analyzed: I have already written about the application and the fact that this item is not there (well, or it cannot be found).

how to understand that any manager can delete a lead ???? How, in general, how to keep track of leads and envelopes, if they are deleted? What the hell is this? I had 31 leads on all statistics systems, I look in AMO - there are 14, and you know why? Yes, because managers delete from the folder that has not been disassembled what they do not like or what they think is not right, but in the end I have no efficiency of sites and the level of fraud .. this [cut by censorship] what the hell is this this burns out the most (well, not as much, of course, as the application pissed off, but still)

Fart is on fire, sorry for the money spent, so you have to use this miracle of engineering and be disappointed further (well, if suddenly the administration decides that it is ready to return the money, then I will not mind).

At the moment, the integration with telephony has not yet been fully tested, but at first glance it seems obvious that this crm element is burning

The autofunnel setup has not been tested, I will write about this later. and add here.

Anton Brizhevaty from retailCRM answers onlinePBX questions. We found out what retailCRM is and how it differs from others. How the system works and what tools are available to users to increase sales in the online store.

Traditional questions: what is it and for whom?

RetailCRM is a specialized CRM system for online stores. The service automates the work processes behind the showcase - from order processing to outbound marketing and sales increase tools. RetailCRM was created for online stores that process 300 to 50,000 orders per month. It integrates with any CMS system (1C-Bitrix, Joomla, Drupal and others) or landing page. CRM collects orders from various sources: trading platforms, mobile applications, email mail, etc. And of course, it integrates with services that are in demand in business: from delivery and telephony services to analytics and product recommendation services.

What is the difference from other CRM systems?

"Sharpening" for e-commerce is our main difference from competitors in the market. Other CRM systems were created to automate B2B sales with their own requirements and specifics. The classical CRM has for this the necessary set tools, but in an online store it hinders more than helps. Users of other CRMs come to us with a common history: they have implemented, "finished" and spent the budget, but have not achieved the result.

And one more important, in my opinion, point: in addition to reducing the costs associated with sales, the system should increase the turnover of the online store. For this, retailCRM has tools to increase repeat sales, upsells, etc. Thanks to this, the user can evaluate the effect of the implementation of our system within the first three months of use.

Where and how it works: can you install your own server locally on a computer?

RetailCRM is distributed according to the SaaS model, that is, the program runs in the cloud. This model provides flexible pricing that optimizes the cost of ownership of the system. What distinguishes us from other SaaS solutions is the absence of restrictions on the number of users, disk space and functionality. That is, by paying for the tariff (from 8 rubles per order), our clients receive a full set of tools and free updates once a month.

Does the CRM work on smartphones and tablets, is there any limitations in the mobile version?

We do not have a separate mobile version yet, it will appear in the future. Thanks to a special layout - adaptive - the site adjusts to the screen size. Users say they are comfortable with retailCRM on a mobile device.

In this case, there is no functionality limitation.

How easy is it to implement or migrate from other CRMs?

RetailCRM is an implemented product. And implementation consists of several stages. The first is technical integration: connecting the CRM to a website or landing page, setting up the system with the necessary services, a warehouse program, etc. The second stage is customization for existing workflows, marketing automation, analytics setup.

To implement retailCRM, certain competencies are required. Of course, we, as a software supplier, are ready to implement, but at the same time we do not restrict the user to independently connect - there is an open API and technical documentation for this.

We teach both internally and remotely. Plans for the near future include the creation of training videos on key functionality elements. We accompany the user at all stages: from implementation to technical support.

How is working with contacts, segmentation arranged?

Our strong point is the automation of work with the client base. While developing the product, we set the task to minimize manual operations. As soon as the order enters the system, a customer card is automatically created, the customer is segmented and the previously set algorithms are triggered for him. This is a task assignment, user call, letter or SMS.

RetailCRM segments customers according to any criteria, which is useful for increasing repeat sales. Users create personalized offers to customers through segmentation by purchase history, their frequency, products viewed on the site, gender, age, and other criteria. Personalized offers increase email open rates by three times and click-through rates by one and a half times compared to classic direct mail *. This is logical, the buyer wants interesting offers at the right time.

Is there an integration with email and at what level?

RetailCRM has full integration with by email... Users write to customers from the order card. Inbox is attached to the order, or turned into a new one. If we talk about the history of communications in general, the system stores everything: letters, calls, SMS.

Are there bulk email campaigns for a group of contacts?

Yes of course. Usually, the opportunity is used to send out promotions, offers, etc. Wherein customer base, as I said, can be segmented according to any criteria.

Are there triggered mailings?

There are also very flexible ones. Triggers in the system are not limited to mailings, the system can also initiate a call, SMS, task setting, notification of the manager. A trigger can be assigned to almost any event: from an order change to a parcel arriving at the post office (yes, we track that too!).

How are you doing with IP telephony in retailCRM?

Integration with IP-telephony is one of the first features that appeared in retailCRM. The functionality is broad, in our opinion: we recognize the client by the number, display the last order, store the conversation records. And the most interesting thing is that the CRM compiles lists of clients for outgoing calls by a group of contacts based on user-defined rules. What is relevant for online stores with large volumes of orders.

What about the export and import of the data catalog, contacts?

We download archives of customers and orders from almost any CMS. You can also do this from an external warehouse system (1C, MoySklad). If we talk about unloading from our system, then we support the most common formats.

How flexible are the access rights for employees?

The system flexibly configures both the rules for distributing orders between users and access to the elements of the CRM. For example, you can restrict access to the dashboard. We recently added a ban on editing fields in the order or customer card for certain user groups.

Tell us about working with tasks

In our CRM, you can assign tasks associated with an order, a client or a user. Tasks are automated and notifications are triggered on them. The manager has access to a general list of tasks filtered by parameters.

What are the standard reports, are they customizable?

First of all, we display KPIs that are significant for an online store: average check, upsell, repeat sales, average order processing time, etc. The CRM also has a classic set: sales funnel, RFM, ABC and XYZ. Detailing works both for the manager and for the store.

I will say that retailCRM implements a kind of analytical constructor that makes it possible to build detailed reports. And thanks to customizable additional fields in the order and customer card, our users build almost any kind of reports.

And one more important point: CRM receives data from external systems (for example, Google Analytics) and overlays them on its own. This provides end-to-end analytics and a more transparent picture.

How flexible is the system?

RetailCRM is a CaaS-program with a deep level of customization using standard tools. Use flexible customization of order statuses, creation of additional fields in order and customer cards, trigger chains, letter templates, SMS, customization printed forms - all this is only a small part available to users. But if the standard funds are not enough and revision is required at the kernel level, we discuss this possibility on a case-by-case basis.

How much does retailCRM cost?

The user pays for each order that enters the system. The more orders, the lower the price of one order. Such tariffication optimizes the content of the CRM in the off-season, when there are few orders.

On the other hand, we openly speak about our interest in the growth of our clients' business: the more orders our clients have, the higher our profits. That is why we try to equip retailCRM with selling tools as much as possible. This is the main vector of service development today.

Anton Brizhevaty
Head of Marketing and Sales Department

RetailCRM and onlinePBX have integrated: and use the advantages of the CRM system and IP telephony to increase sales in the online store.

Telephony for business with integration into any CRM

Hello dear readers of the blog site. As part of (e-commerce), I wrote quite a lot on the topic of creating these very stores, about their optimization and promotion. However, in the life of the owner of such a store, this is only one of the stages that pales against the background of problems with questions. organizing effective sales... The beauty and functionality of an online store site are no longer the prevailing factors that determine the success of an entire enterprise.

Recently, the emphasis is on simplifying the design of the online store as much as possible (it has become flat and minimalistic) and increasing functionality. In this regard, a simple design and convenient functionality have already become a mandatory minimum rather than a competitive advantage. Trying to boost sales through graphical sophistication is now quite difficult.

However, there are still plenty of opportunities for growth that are hidden from the eyes of the average store visitor. I'm talking about increasing efficiency in order processing, in identifying the best advertising channels, in analyzing the return from each manager involved in the sales process, in analyzing the work of a call center, etc. And, of course, the main trend in doing business is customer focus.

If you have more than a few dozen sales per day, then you will hardly be able to manually quickly and efficiently track all information on customers, monitor unprocessed orders in the basket, make the right offers to customers, etc. However, this is not required, because CRM systems have long existed on the market that can automate this entire routine process, and one of them ( retailCRM) is tailored specifically for working with online stores. ? I will try to explain in the course of this publication, but at the end it is waiting for you.

What is retailCRM and what tasks can it solve?

First, I think, we need to define the term (abbreviation) CRM. What is CRM? Essentially, it is software for customer relationship management. If we talk specifically about retailCRM, then this is software (of what is on the other side of the site). It will be easier to understand by looking at this little infographic:

CRM closes all the processes that take place inside and around your online store (CMS, external warehouse systems, delivery services, analytics systems, etc.). With it, most processes can be automated and optimized. As a result, you get satisfied customers, sales growth that could not have happened without CPM, and you can also track a lot of trends using built-in analytics in order to draw appropriate conclusions and determine best ways business development for the future.

In a general sense, CPM systems are suitable for any kind of business, but that makes it unique and to some extent irreplaceable. If you think that you do not need such automation and optimization, then most likely you are just at the beginning of the journey and your sales volumes are insignificant. But it's worth thinking about and looking for a suitable option right now. Reinstalling the system and retraining staff can be very difficult.

Why does an online store need CRM?

In confirmation of my words that the organization of the sales process can significantly affect the success of the entire enterprise, I will cite the most common reasons for customer dissatisfaction when buying a product in an online store (data and was generated based on customer reviews):

Violation of the agreed delivery time (34% of customers complained among those who left negative reviews)
Adding goods to the order that, as it turned out, are not in stock (28%)
The description on the website of the online store did not match the purchased product (15%)
The client was not called back from the online store after placing an order on the website (13%)
Customers could not get through to the manager of the online store (7%)

Those. You can clearly see that most of the client's problems are associated precisely with the poor organization of the business process, which causes them a strong sense of dissatisfaction and disappointment. This can very often occur when working with suppliers through, because the supplier is responsible for the delivery and order placement.

You can be sure that they will never return to you. But everyone wants to make money on repeat sales, because the cost of attracting a customer in this case is zero. What to do? Actually, think towards CPM, that is, the automation of routine processes so that the human factor does not introduce its destructive actions into the work of the store (forgot, did not have time, etc.).

Earlier, I already wrote about such important sales attributes as the organization of virtual telephony and call tracking. However, our today's hero - CRM for online store (called retailCRM) - already includes these and many other tools, and also allows you to combine them in one convenient interface, record telephone conversations, analyze and display the effectiveness of managers' work in the form of graphs:

In addition, retailCRM can when the specified events occur (), for example, when an abandoned cart is detected or the order status changes. Also, the system can offer a discount in these messages to those customers who have been “stomping and hesitating” for a long time near a certain category of goods, but have not bought anything.

When a call comes from a client (or when placing an order through a shopping cart) retailCRM chooses a manager to assign to work with him, and provides this manager with all the information available about this client in a short and detailed form.

In fact, it replaces an army of personal managers who would work with each client individually. For the client, a complete is created, which increases his loyalty to your company. Well, for you, this (with the proper approach) translates into income growth and the stability of your business.

retailCRM can be imagined as a database that stores all the data on your customers, as well as information on their orders, received calls, sent emails and SMS messages, referrals to the site from different advertising channels and much more. The manager has access to a whole set of information: when, what and for how much the client bought, what comment he left about the order, what sms and emails were sent to him and much more. After connecting Analytics, he will be able to see what products the client viewed on the site, which he especially focused on and what he ignored, immediately leaving the page.

And, of course, user interfaces (with different powers) have access to this database, allowing you to get quick access to all this wealth, build sales efficiency charts, print prepared CRM documentation, analyze the return on the work of each specific manager from your campaign, from call center, Email mailings and much more.

But this system is more than just software. This is a kind of technology that makes it so that a customer who has already bought something from you will definitely come to you next time and buy even more than the first time. This allows stores to profit from, for example, at a very high cost of attracting customers with contextual advertising... The lost profit from direct ad visits is compensated by repeated sales to the same client.

Principles of working with retailCRM

If you paint with rough strokes a picture of a product purchase in an online store attached to retailCRM, you get something like this. The client places an order, this application gets to the manager, who sees it in the CRM system, because it is integrated with the store engine (read about the connection below, but looking ahead I will say that messages about changes go in both directions).

The manager processes the application, and then monitors the execution of the order and promptly changes its status (picking, shipment from the warehouse, delivery). This information can be tracked by the client (on the site, or using messages sent by the system). For each order in CRM, you can configure a task scheduler that will give the manager a message about the need to call the client back (for example, after placing an order), to clarify or find out any moments that arose during the execution of the order.

An hour before the delivery of the goods, the client receives an SMS message, which automatically generates a CPM (independently, without the participation of a manager, focusing on the trigger rules preset in it). With the help of these same triggers, you can set any actions, which we will discuss in more detail below in the text.

At the exit, you get a satisfied customer who did not have to call your call center and find out something there, because all the information was provided to him even before he had time to think about it. Good CRM that's exactly how it works -. In fact, all of this "customer charm with service" rests on software codes and smart applications.

The developers of this particular CRM for an online store have an introductory video that allows you to raise layer of problems solved with retailCRM:

By the way, about the developers. The software was created in the company "Intaro", which for many years has been developing large online stores and portals. Apparently, all the experience and years of development were just embodied in retailCRM. The system was initially focused on the realities of Runet and, in fact, in this segment (CRM for online stores) she has no competitors.

Reviews about retailCRM are still few, but almost all positive. By the way, to plug this system it will be possible to access any CMS (for the exchange between the engine and the system of data on orders, orders and goods in real time), on which your online store runs (even including self-written engines).

You can connect several sites of your stores to this system at once (on any engines), while you can use both common base clients, and separate for each site. Integration with the CMS is implemented either automatically or through the consultation of the developer's campaign. RetailCRM also interfaces with Google Analytics to use the data collected by this statistics system in its algorithms. Full list services you can find on the page "About connection".

In the matter of studying the capabilities of the system and training personnel, the documentation on working with retailCRM available on the developer's website can help you (of course, everything is in Russian, because initially everything was created under the Runet).

CRM capabilities to optimize the online store

Let's run a little for the reasons that I can you encourage to use retailCRM:

All orders and customers are entered into one database, which can be used to search, create customer avatars, receive timely information about ongoing changes, etc. Those. you hold all the threads of the business in your hands. Purely hypothetically, even if some of the managers are fired, all the clients with whom they did business will remain in your database, thus avoiding insider information.
You can set up automatic distribution of incoming orders between managers depending on their workload or on the type of order. This will avoid stuck orders. There is a control over the time the order is in a certain status, which is used both to remind managers and to collect statistics, as well as to track orders.
You can create reminders and set tasks for managers. As a result, they will not have a headache about what is with the order, who to call, what needs to be done and in what sequence. Also, judging by the reviews, retailCRM allows evaluating the efficiency of managers by a number of parameters (profitability, average customer check, etc.)
As I already mentioned, it is possible to integrate the system not only with CMS, but also with external warehouse systems (such as "My warehouse"). This will allow you to receive data on product balances and everything related to this. In the same way, retailCRM can integrate with delivery services and post offices to track delivery status, calculate its cost, etc.
The system is able to initiate calls, send SMS and Email messages, including doing this automatically when a given event occurs. It is possible to set triggers, when triggered, a message will be sent to the client (or a task will be given to the manager) with a discount offer, a special offer, or just a reminder, for example, about an undefined order in the basket.
It also automatically generates documents for orders according to specified templates.
will add the ability to analyze in detail the behavior of the customer on the website of your store. The data collected by both systems is combined and is a good fit for exploring the sales funnel and how to optimize it. It will also help in studying the behavior of the visitor to compose his portrait. In general, the analytical capabilities, judging by the help and reviews in retailCRM, are more than enough:
, with the help of which it is possible to evaluate the effectiveness of advertising channels (data from Analytics is processed and presented in the form of visual graphs), to identify the most profitable goods and regions of their sale, to understand the reasons for customers' refusal from generated orders, etc. This CRM keeps a record of all telephone conversations, calculates and analyzes the NPS and CSI indicators of the store's performance, and also monitors the KPIs of the online store.
All this information, thanks to its clarity and accessibility of perception, makes it easy to identify bottlenecks in working with customers, increase sales and at the same time reduce costs. By refusing to work with analytics, you give a significant head start to your competitors, which can be fatal in today's Internet business environment.
allows you to highlight groups to whom you can offer something. For example, to make attractive offers for regular customers and provide additional services, and for those who have not bought anything for a long time, send a message with a reminder about themselves and some kind of bonus for luring. so that you can decide what to do with the poorly selling - increase ad budgets for them or not work with them at all.

How much?

Now about the payment for all this bitch. By the way, it differs from the standard options. The system has no restrictions either on the number of users, or on time, or on the included functionality. It all depends only on the number of orders that, on average, go through your online store per month. Thus, the seasonality of the business is taken into account: if you have sales - you pay, if there are no sales - do not pay. Moreover, the more orders you have, the lower the price for one order will be. Detailed tariffication is shown in the picture below.

The system is located in the cloud, where all data collected by it will also be stored. The differences between the first two tariffs are only in the payment method. In the first case, you are offered to pay for each order placed with retailCRM, and in the second case, you will be charged a fixed subscription fee monthly. Well, the third option allows you to deploy and configure the system directly on your technical means (servers, etc.), but this fee will be one-time. Everyone chooses for himself.

I repeat once again that keeping records and orders manually (without loss of quality) is possible only at the initial stage of development and formation of an online store. After passing this line, records in Excel spreadsheets will no longer be so convenient and the efficiency of your store will steadily decline as the number of orders increases. Accordingly, the level of your service in relation to customers will fall, as a result of which they will shift towards your competitors.

Of course, not only the CPM system is important, but also the operation of the site, the attitude of managers and couriers to work with clients, the content of letters and SMS messages sent, the speed of delivery, and much more. But retailCRM can help organize all this, control it and, through analysis, identify weak links in the sales chain. Therefore, think, decide, read reviews and get to know the unique at the moment CRM system for online store.

Good luck to you! See you soon on the pages of the blog site