Revamp CRM - eCommerce
Summary
Because pricing isn’t the competing factor anymore, it all revolves around delivering a great and memorable customer experience. That’s why Revamp decided to create a one-stop CRM that compines CRM tools with segmentation, email marketing, and automation.
Role - UI / UX Designer:
- Create and ongoing evaluation of SaaS CRM for improve UX.
- Work with product managers to determine necessary features, content and functionality.
- Create all screen designs, and deliver screens to developers.
- Use conversion funnels, heatmaps, feedback polls, visitor recordings.
- Provided art direction in an agile environment to ensure a quality product.
- Create Documentation content, articles, videos, & designs.
eCommerce business persona
Characteristics
1) Manage huge number of orders And thousands of customers. 2) Orders have lower price tag than deals. that means Making an order takes minutes to few days. 3) Spends a lot of time in the Pre-sale process like managing inventory, production and more.
Needs + Goal
1) Continue to provide loyal customers with what they’re looking for and keep them as frequent & recent customers.
2) Target marketing efforts toward prospects who resemble their best customers.
3) Define customers who might need a little more attention to convert them into loyal
Solution
Create a tool that helps manage customers, marketing activities in a seamless workflow.
1) Define important customer segments.
2) Run marketing automation on each segment.
3) Analyse results to increase customer lifetime value.
Key features
Segmentation
A pre-built segments are automatically created. Segments are dynamic, meaning that contacts that match criterion will be automatically added to the segment and those that don’t will be excluded from it automatically.
40+ filters with variables to segment customers based on: Orders value & date Products & Categories purchased Customer demographics Marketing interaction and more..
Marketing automation
Pre-built Automations: eCommerce automations are designed to run on different segments to send customers emails across their lifecycle.
To create an automation tool that marketing teams can count on to manage their activities; we had to dig deep in the marketig strategies and ecommerce best practices to insure: – Abandoned carts recovery – Increase average order value (AOV) – Better retention rates
Personalized email marketing
Dynamic tags to personalize and increase email marketing ROI. The ability to personalize the layout and style of emails to suite the offering of each segment and increase conversion rate.
RFM & Customer Analytics
RFM (recency, frequency, monetary) analysis is used to determine quantitatively which of customers segments are the top ones by identifying how recently a customer has purchased (recency), how often they purchase (frequency), and how much the customer spends (monetary).
