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- E-commerce CRM
- Who it's for
- B2B online merchants
B2B online merchants
B2B online merchants often maintain an account relationship alongside the customer's online purchases. CRM for E-commerce keeps the company segment, buying contact and current opportunity together. The Account Manager can explain the commercial discussion, while the Retention Specialist prepares later contact around a recognizable order reference.
How E-commerce CRM is set up for you
Account context
Keep the company code, segment and eligibility note visible before preparing an opportunity. Distinguish a Prospect from an Active account or one On Credit Hold.
Buying contacts
Record the people involved in the relationship and identify the primary contact for the current deal. Maintain their roles as the conversation develops.
Commercial detail
Describe the proposed product lines with quantities, USD prices and discount percentages so another team member can understand the offer.
Retention purpose
Link the follow-up to the opportunity, account and confirmed order reference, then obtain the independent review before carrying out the planned contact.
B2B online merchants often maintain an account relationship alongside the customer's online purchases. CRM for E-commerce keeps the company segment, buying contact and current opportunity together. The Account Manager can explain the commercial discussion, while the Retention Specialist prepares later contact around a recognizable order reference.
Choose an existing company customer with a familiar product request. Prepare its account and contacts, then create an owned opportunity with a clear next step. Rehearse qualification, proposal activity and the closing outcome, keeping the actual communication evidence available through the team's chosen process.
Use a confirmed order reference to draft the next customer conversation. Have the Retention Reviewer return an unclear purpose, then review the corrected plan and record the completed contact. Agree any storefront account or transaction connection separately so the team knows where order facts are maintained. Start with relationship work the account team already understands before expanding the customer scope.
Features to start with
Customer Relationships
Keep customer company segments, eligibility notes and contact roles together for account-based online sales.
Sales Pipeline
Follow owned opportunities from qualification and proposal activity to an explained won or lost outcome.
Product Proposals
Record the product interest, quantities and commercial terms discussed in an opportunity proposal.
Roles on the team
- Account Manager
- Maintain assigned customer relationships, prepare opportunity lines and record sales activity and outcomes.
- Retention Specialist
- Prepare owned retention follow-ups and record the customer contact evidence associated with each opportunity.
- Retention Reviewer
- Independently review submitted retention revisions and preserve the decision reason within the authorized organization.
- Auditor
- Read authorized customer, opportunity, retention and operation evidence without changing business records.
- Admin
- Maintain organization setup, team access and the product catalog without replacing independent retention review.
Set up E-commerce CRM your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.