These cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
- E-commerce CRM
- Who it's for
- Device and service sellers
Device and service sellers
Online sellers combining devices with services need to preserve the detail of the customer conversation. CRM for E-commerce connects catalog products and commercial lines to the opportunity, allowing the Account Manager to distinguish the item being discussed from the broader expected deal value. Retention work can then refer to the confirmed order context and intended follow-up purpose.
How E-commerce CRM is set up for you
Recognizable products
Maintain a product name, SKU and category so the team can identify the item behind each commercial line.
Different interests
Record the applicable interest type when the conversation concerns Hardware, Implementation, Training or another available category of work.
Proposal context
Keep the commercial document reference with the opportunity and use the team's email process for actual delivery confirmation.
Planned contact
Assign the Retention Specialist and contact date, then ask the Retention Reviewer to consider the purpose against the customer context.
Online sellers combining devices with services need to preserve the detail of the customer conversation. CRM for E-commerce connects catalog products and commercial lines to the opportunity, allowing the Account Manager to distinguish the item being discussed from the broader expected deal value. Retention work can then refer to the confirmed order context and intended follow-up purpose.
Prepare a pilot opportunity containing a device line and a related service line. Check the quantities, unit prices and discount percentages against the commercial discussion. Record proposal activity and its supporting document, then close a test outcome with an understandable reason.
Draft a follow-up using the confirmed order reference and shopper description needed for the next conversation. Rehearse a Return decision when the purpose is unclear, then complete the reviewed contact and record its outcome. Keep product delivery, service execution and transaction details in the operating systems responsible for them, with any necessary connections agreed during setup. Use the CRM record to preserve the relationship context those teams need to understand.
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.