After-sales | CRM for business | Latest e-commerce news

Posted on 2/12/2021 by DHL Express

The after-sales opportunity

According to research, the probability of an existing customer making a purchase is between 60-80%, compared to 5-20% for new business. Furthermore 80% of your future profits will likely come from 20% of your returning customers. Given how important returning customers are for your bottom line, your post-sales engagement can be decisive in whether they come back to you in the future.

With the peak holiday season well underway, discover our four steps to succeed in delivering your customers a truly memorable experience and securing their repeat business with your brand.

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Why CRM is a crucial sales tool for business

If you run a small business and you don’t yet have a customer relationship management (CRM) tool, you could be missing out on key opportunities for growth.

A CRM platform allows you to manage your customer relationships wherever they are in the purchasing lifecycle. By storing all customer and prospect data from different departments or channels in one place, it provides your sales team with the most up-to-date information, meaning they can use that insight to provide a better customer experience and secure new business.

CRM tools are often cloud-based and therefore there are no extra costs involved for infrastructure investment, making it a cost-effective option for business and an invaluable tool for your sales team.

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The latest e-commerce news from around the world

Compared to other leading online retailers, Amazon.com is the cheapest for 15 product categories according to new research. These include beauty, home furniture, fashion and electronics.

In other e-commerce news, Disney-owned streaming platform Hulu is looking to rival competitors by launching their own online store, and a New Zealand-based start-up, which creates sustainable packaging that is 100% reusable, has grown 200% during the pandemic.

Finally, a recent survey has shown that consumers are turning or returning to word of mouth as their preferred way of learning about a new brand, product or service.

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