Customer Relationship Management
To really gain an advantage and increase customer satisfaction (DSRs and Feedback) eBay sellers should consider investing in a Customer Relationship Management solution or CRM.
A CRM solution will allow sellers to keep records of their buyers in order to better understand the buyers search and purchasing behavior. A better understanding of buyer behavior gives sellers the opportunity to create and implement effective targeted marketing strategies and increase sales with repeat purchases.
A CRM solution will also help reduce the amount of emails and questions eBay sellers receive or automate the email replies.
Benefits of CRM:
- Maintain buyer/customer contact records
- Identify customer segments (location, purchase history, returns, customer support issues
- Improve customer retention
- Know your top buyers for each product and group
- Improve customer service
- Create marketing campaigns
- Send coupons and incentives to specific buyer segments
- Track and report on effectiveness of marketing campaigns
- Analyze and create reports on customer trends in correlation with marketing and product
eBay does not provide a CRM solution for eBay sellers. eBay sellers interested in increasing their buyer satisfaction, retention and sales should consider a CRM solution from an eBay Certified Provider.
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