Managing Customers and Relationships

Strong customer relationships drive repeat business and positive word-of-mouth.

Customer Database

Customer Information

View and manage:

• Name and contact details
• Email and phone number
• Order history
• Total spending
• Account creation date
• Shipping addresses

Customer Profiles

Each customer has a profile showing:

• Order History: All past purchases
• Total Spent: Lifetime customer value
• Average Order: Typical order size
• Notes: Your private notes about customer
• Tags: Categories for segmentation

Adding Customers

Manual Addition

Create customer records:

1. Go to Customers > Add Customer
2. Enter customer details
3. Add notes if needed
4. Apply customer tags
5. Save customer

Automatic Creation

Customers are automatically added when:

• They place their first order
• They create an account
• They subscribe to newsletter

Customer Communication

Direct Messaging

Contact customers:

• Send emails from their profile
• Message about orders
• Follow up on issues
• Thank them for purchases

Bulk Emails

Send to multiple customers:

1. Select customers or segment
2. Choose email template
3. Personalize message
4. Schedule or send immediately

Email Templates

Pre-built messages for:

• Welcome new customers
• Thank you after purchase
• Product recommendations
• Special offers
• Re-engagement campaigns

Customer Segmentation

Creating Segments

Group customers by:

• Purchase history (frequent buyers)
• Total spent (VIP customers)
• Location (geographic targeting)
• Product interests (category preferences)
• Last purchase date (at-risk customers)

Using Segments

Target specific groups:

• Send relevant promotions
• Personalize product recommendations
• Offer loyalty rewards
• Re-engage inactive customers

Customer Tags

Applying Tags

Organize customers:

• VIP
• Wholesale
• Influencer
• High-value
• At-risk
• Custom tags

Tag Uses

Tags help you:

• Filter customer lists
• Apply special pricing
• Send targeted campaigns
• Track customer types

Order Management by Customer

Customer Order History

View all orders:

• Sort by date or value
• See order status
• Quick reorder option
• Export customer's orders

Customer Insights

Understand buying patterns:

• Most purchased products
• Average order frequency
• Preferred payment methods
• Peak shopping times

Customer Service

Handling Inquiries

Best practices:

• Respond within 24 hours
• Be friendly and professional
• Provide clear solutions
• Follow up to ensure satisfaction

Issue Resolution

When problems arise:

1. Listen to customer concern
2. Apologize for inconvenience
3. Offer solution or alternatives
4. Process refund/replacement quickly
5. Follow up after resolution

Tracking Support Tickets

Manage customer issues:

• Create tickets from customer messages
• Assign priorities
• Track resolution status
• Link tickets to orders
• Maintain communication history

Customer Reviews and Feedback

Managing Reviews

Customer feedback:

• Enable product reviews
• Moderate before publishing
• Respond to reviews
• Address negative feedback professionally

Collecting Feedback

Request feedback:

• Automated post-purchase emails
• Satisfaction surveys
• Product review requests
• Net Promoter Score (NPS)

Loyalty Programs

Rewarding Customers

Build loyalty with:

• Points for purchases
• Referral bonuses
• Birthday discounts
• VIP perks
• Early access to sales

Tracking Loyalty

Monitor program success:

• Enrollment rate
• Points redemption
• Referral conversions
• Repeat purchase rate

Customer Analytics

Key Metrics

Track customer health:

• Customer Acquisition Cost: Cost to acquire new customer
• Lifetime Value: Average revenue per customer
• Repeat Purchase Rate: Percentage who buy again
• Churn Rate: Customers who stop buying

Reports

Generate customer insights:

• New vs returning customers
• Customer retention trends
• Geographic distribution
• Product preferences by segment

Privacy and Data Protection

Customer Data

Handle responsibly:

• Collect only necessary information
• Secure customer data
• Comply with privacy laws (GDPR, etc.)
• Allow customers to download/delete data

Communication Preferences

Respect preferences:

• Honor unsubscribe requests
• Allow opt-in for marketing
• Respect contact frequency limits
• Provide preference center

Best Practices

Building Relationships

• Personalize communications
• Remember customer preferences
• Exceed expectations
• Ask for feedback regularly

Customer Retention

• Provide excellent service
• Solve problems quickly
• Offer loyalty incentives
• Keep customers engaged

Growing Customer Value

• Recommend complementary products
• Create bundles based on history
• Offer exclusive deals
• Encourage referrals