The Convergence of CRM With the Ecommerce Platform

In B2C ecommerce, the next-generation convergence of CRM and the ecommerce platform introduces a wealth of new possibilities to monitor and measure everything that happens online and capture every interaction with a customer or prospect—both automatically and on a massive scale. Combining interaction and order data in a single repository will enable the ability to drive dynamic and personalized merchandising and offers online.

Despite the undeniable value of capturing and analyzing as much customer information as possible, the traditionally separate worlds of ecommerce and CRM have made integration economically unviable. Most companies would agree that recording all customer actions on an ecommerce site is useful, yet few are willing to make the investment to replicate that data into a separate CRM system. The only way to achieve this goal is to build CRM and ecommerce directly on the same platform, creating a single data source.

Another factor that is driving towards integrated CRM and ecommerce is increasing awareness that the traditional linear transaction funnel is obsolete. In today’s digital, mobile and social world, customer interactions with a brand leading up to a sale are far too frequent, haphazard and variable to fit that old- school linear model. In the old world of commerce, where transactions were driven through sales people, each interaction was focused and time consuming.

Today, a CRM system needs to adapt to micro-interactions, even if it is just a quick visit to a website while standing in line to order a sandwich.

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