Why do some e-commerce businesses grow while others stagnate? Data reveals the answer

Brazilian e-commerce is experiencing a period of rapid and challenging transformation. With the increasing digitalization of consumption, more consumers have migrated to online shopping, driving the sector's growth. However, this growth isn't always linear. Many retailers still face obstacles in maintaining sustainable operations and increasing the conversion of visitors into repeat customers. 

In a highly competitive environment, where consumer options are vast and expectations are increasingly high, understanding how to stand out and build customer loyalty becomes crucial. In this context, strategic customer relationship management emerges as a decisive differentiator for the success of online stores.

According to data from CRM Report Mailbiz, which analyzed thousands of e-commerce operations, the way you interact with your customer base can directly impact results.

1. Contact frequency and its impact on sales

Sending frequent communications is a key factor in the performance of online stores. According to the data analyzed, e-commerce businesses that send more than 30 campaigns per month record average revenue of R$ 45 thousand, while those who send between 1 and 4 campaigns are in the range of R$ 2.333.

Therefore, maintaining constant contact can help cement the brand in consumers' minds. However, the effectiveness of this contact depends on the relevance of the content and audience segmentation.

2. The role of automation in customer conversion

Implementing automation directly impacts sales. Companies that use it automated welcome flows record a turnover 143% larger than those that do not adopt this strategy.

Automation allows communications to be sent at the most appropriate time for each customer, avoiding gaps in the relationship and increasing the chances of conversion.

3. Abandoned Cart Recovery

The cart abandonment rate in e-commerce remains high, but data shows that a structured approach can mitigate this problem. Companies that use automation for abandoned cart recovery via email and WhatsApp can recover up to R$ 298 thousand/month in sales that would otherwise be lost.

The automation of these interactions also impacts the return on investment (ROI), which can reach R$ 9.01 in this type of campaign.

4. The relationship between the size of the contact base and revenue

Data shows that e-commerces with more than 100 thousand contacts record an average turnover of R$ 33,835/month, while those with fewer than 5,000 contacts fall into the range of R$ 1,584/month.

Therefore, expanding your customer base, when done well, can directly impact your financial results. Strategies like active lead capture and efficient segmentation can contribute to this growth.

5. The impact of CRM on e-commerce organization

E-commerces that use a structured CRM tool have an average revenue of R$ 21,900/month, while those who do not use it remain in R$ 5,300/month.

CRM is not just a repository of customer information, but a resource that enables personalized campaigns and improved communication throughout the customer journey.

Structured relationships: the decisive factor for e-commerce growth

The data shows that building a structured relationship with customers can make a difference in e-commerce performance. Recurrent communication, the use of automation, and qualified contact capture are all elements that directly impact results.

Analyzing this information can help retailers identify areas for improvement in their operations and develop more efficient strategies for customer retention and conversion.

Mailbiz is the ideal partner to boost e-commerce sales and results! With over 5,000 clients, we offer personalized strategies and advanced automation and CRM technology. Our team of experts helps you build customer loyalty through tools such as acquisition, repeat purchases, campaign creation, landing pages, segmentation, automation, and cart recovery. All this with an intuitive dashboard for easy management.