Loyalty Statistics Offer Astonishing Insights

Integrating Microsoft CRM into Clarity eCommerce Framework™ for business process automation heightens engagement and increases customer satisfaction. Customers can place orders, choose from multiple shipping integrations, view their account histories, automate custom price quotes, research product options, and manage complex decision-making processes. Integrating the Microsoft Dynamics CRM software enables creating self-service portals and custom dashboards where customers can manage all their interactions.

The statistics show that customer loyalty and customer satisfaction are key drivers of B2B eCommerce success. One survey found that it costs 500 percent more to acquire new customers than it does to keep and market to existing clients [2]. Marketing to existing customers through strong CRM applications reduces churn rates by 5 percent and increases profits anywhere from 25 percent to 125 percent. Another study found that repeat buyers spend 33 percent more than new customers [3]. The same study found that price was not the major driver of repeat business. About 66 percent of customers willingly pay more for products and services when they have great user experiences during the buying process. Since customers’ interactions with the company’s products or services mainly take place on the eCommerce platform, it is imperative that the platform is customized to meet their expectations and needs.