New Words

longstanding  adj.长时间的，长期存在的

viable  adj.切实可行的  variable

track  vt. 追踪，跟踪

interaction  n.相互影响，合作 interact, interactive

client-oriented  adj. 客户导向的，面向客户的

justification  n.正当的理由  justice, justify

representative  n.代表  adj.有代表性的，典型的

demand-driven  adj.需求驱动的

self-service  n.自主

pursue  vt.继续，追求

investigate  v.调查，研究，审查  investigation

script  n.脚本，剧本

brainstorm  n.头脑风暴，集体研讨

portfolio  n.投资组合，（艺术家的）代表作选辑

particularity  n.特性 particular

Phases

customer information management 客户信息管理

business model 业务模式

supply planning 供应计划 supply chain

remote diagnostic 远程诊断 diagnose

manual data transmission 手段数据传输 automatic

small and medium business 中小企业

from scratch 从头做起

technical specialist 技术专家 technology, technician

Abbreviations

RAM (Return Merchandise Authorization) 退货授权

Maintaining and maintaining relationships with customers

a long standing trend

register, track and use data

1. Who benefits from Using CRM Solutions

Both sides: Businesses and customers

client-oriented approach meets the principles of business

for example: Wholesale companies or beauty salons

obtain and retain new customers

2. Benefits of a CRM in E-commerce

Sales growth

Improving demand and supply planning

Targeting marketing and advertising campaigns

Creating self-service portals for customers

Improving after-sales service

Integrating RMA management

Reducing costs and losses

3. How to Choose a CRM System

  Identifying the goals and objectives you are pursuing

  Investigating the market

  Deciding the functionality and budget

  3.1 Cloud CRM System 

    for small and medium businesses

  3.2 Standalone CRM Solutions

    need own server, adapt the system

  3.3 Individual E-commerce CRM

    tailored to match your business

4. Advantages of CRM Systems Built from Scratch

customize it for business process

best choice for complex and specific business model

solve individual problems

absence of unnecessary modules, save time and nerves

grant access to any number of employees

high upfront costs and developer sources

5. Steps to Create E-commerce CRM Software

5.1 List Your Goals

  requirements, define goals and needs

5.2 Compose Feature List

  add features

5.3 Brainstorm

  meeting with employees or partners

5.4 Find a Reliable Software Development Company

  looking for reliable software developers

6. Basic Features for E-commerce CRM

6.1 Market Analytics

  track all the latest market trends

6.2 Marketing Campaigns Creation

  design and think campaigns to promote products

6.3 Activity Tracking

  track all customer transactions, offer customers 

6.4 Well-organized Support

  redirect requests and questions

6.5 Customer Lifecycle Analytics

  recommend each customer interesting proposition

6.6 Messaging Channel

  send emails to customers with offers