CREATE YOUR ONLINE STORE: https://x.gd/7ubsK In this episode of Papo de E-commerce, Pedro Henrique Sobral welcomes Vinicius Guimarães, a marketing specialist, to talk a little more about the importance of customer relationship management and how CRM can impact your sales! ⌚ Browse the content: [00:00] CRM - Customer Relationship Management [02:02] CRM Tools [03:48] CRM as a strategy for customer loyalty [05:52] Using CRM for e-commerce: from the beginning of the journey to finalizing the purchase [10:54] CRM to replenish stock [13:18] Customer loyalty [14:04] The importance of knowing the target audience [18:01] Beware of automation [20:30] Customer relationship [29:51] CRM to increase the average ticket [32:10] Repurchase strategy with the customer base ???? Check out the content summary: 1. Importance of CRM in Repurchase and Relationship: Repurchase: CRM is essential to work on repurchase, using the accumulated data to create specific strategies that motivate the customer to buy again. 2. Intelligence for Stock Supply CRM can be used to predict future stock needs based on purchasing patterns and historical conversion rates. This prevents problems with stock shortages or excesses and allows for more efficient management. 3. Customer Loyalty Loyalty vs. One-Time Consumers: A customer is only truly loyal if they make more than one transaction. To achieve this, it is crucial to maintain an active relationship through well-planned CRM campaigns. CRM and Referrals: Even in businesses where the customer makes only one purchase, it is possible to use CRM to encourage referrals and generate new leads. 4. Related Consumption and Linked Offers Offer Personalization: Using CRM to identify products that are usually purchased together and offer these items in packages or combos, creating additional value for the customer. Content Production: Creating educational content that demonstrates the value of these complementary products can increase conversion rates and customer satisfaction. 5. Beware of Automation and Invasive Communication Conscious Automation: Before automating campaigns, it is important to test them manually and adjust as necessary. Automation should not be forgotten after its implementation, and should be monitored to avoid errors. Personalized Communication: Sending generic or irrelevant communications can drive customers away. It is important to adapt the message to the customer profile and seasonality, such as adjusting campaigns for specific dates (e.g.: Valentine's Day). 6. Healthy Relationship with the Customer Avoid Being Invasive: Examples of invasive practices include automated calls from call centers with offers that do not make sense. These practices create distance, instead of strengthening the relationship. Focus on the Relationship: The goal of CRM is to create a genuine and positive relationship with the customer, avoiding practices that can be perceived as toxic or irritating. Watch all episodes of the Papo de E-commerce Podcast: ???? • Papo de E-commerce Podcast ???? SUBSCRIBE to the Channel: / @trayecommercecompleto CREATE YOUR VIRTUAL STORE ON TRAY: https://x.gd/7ubsK