CRM for E-Commerce
E-commerce businesses have rich customer data — purchase history, browsing behavior, order frequency, return rates — but most of it sits in separate systems. Your store platform tracks orders, your email tool tracks opens, and your support desk tracks tickets. HARi brings it all together so you can see the full picture of each customer.
E-commerce CRM challenges
Section titled “E-commerce CRM challenges”- Data silos — customer information is scattered across your store, email, and support tools
- Segmentation — treating all customers the same means missing opportunities for personalized marketing
- Return management — returns affect customer lifetime value, and patterns need to be tracked
- Repeat purchases — your most valuable customers are the ones who come back, but identifying and nurturing them requires data
How HARi solves this
Section titled “How HARi solves this”HARi’s E-Commerce template connects your customer data into a single view with segmentation, order tracking, and lifetime value calculations.
Entities and fields to set up
Section titled “Entities and fields to set up”- Customers (Contacts) — email, first purchase date, total orders, total spent, average order value, customer segment (New / Active / VIP / At-Risk / Lapsed)
- Companies (for B2B e-commerce) — company name, account type, credit terms
- Orders — linked to Customer, order number, date, items, total, status (Pending / Shipped / Delivered / Returned)
- Returns — linked to Order and Customer, reason, resolution (Refund / Exchange / Credit), status
- Support Tickets — linked to Customer and Order, subject, priority, status, resolution time
Customer segmentation rules
Section titled “Customer segmentation rules”| Segment | Criteria |
|---|---|
| New | First purchase within last 30 days |
| Active | Purchased within last 90 days, 2+ orders total |
| VIP | Top 10% by lifetime spend or 5+ orders |
| At-Risk | Previously active, no purchase in 90-180 days |
| Lapsed | No purchase in 180+ days |
Workflows included
Section titled “Workflows included”- New customer welcome — on first purchase, send a welcome email with a discount code for the next order
- VIP recognition — when a customer crosses the VIP threshold, notify the account manager and send a personalized thank-you
- At-risk re-engagement — when a customer moves to “At-Risk” segment, trigger a win-back email sequence
- Return pattern alert — if a customer’s return rate exceeds 30%, flag for review
- Review request — 7 days after delivery, send a product review request
Key dashboard widgets
Section titled “Key dashboard widgets”- Revenue by customer segment
- Customer lifetime value distribution
- Return rate trend
- Repeat purchase rate
- Top customers by revenue
Get started
Section titled “Get started”Install the E-Commerce template from Settings > Solutions. Connect your customer data and start segmenting, engaging, and growing your customer relationships with a CRM built for online retail.