Top 10 Ecommerce CRMs & How To Choose

This article will help you quickly compare the best eCommerce CRM software tools that are available.

These types of tools are used across a wide variety of industries from yoga instructors to SMEs to entrepreneurs who all have an eCommerce website. What they all have in common is that they all want to boost their customer retention, drive sales and leverage their contacts.
There’s a massive number of eCommerce CRM tools available—how to choose?

In this article, I will provide a CRM comparison of some popular tools and highlight features of each, so that you can better pick which is right for you.

Quickly Compare & Evaluate The Top 10 Ecommerce CRM Softwares

In this article, I will quickly outline the best eCommerce CRM software that top eComm businesses use to keep track of the interactions customers have with their business.

The Best Ecommerce CRM Software List

Here’s a shortlist of the best eCommerce CRM software:

  1. Marketo
  2. Salesforce Pardot
  3. Creatio (once bpm’online)
  4. Lucrativ
  5. Ontraport
  6. amoCRM
  7. Active Campaign
  8. SendinBlue
  9. SharpSpring
  10. Iterable

Ecommerce CRM FAQ

Here are a few of the most common questions I come across when people ask me about using eCommerce CRM tools:

What does an eCommerce CRM software do?

The best CRM software for eCommerce allows you to store, manage and use customer relationship data to improve your business in specific ways. What you need the eCommerce CRM software for is entirely up to you and the goals you have for your company. With eCommerce CRM software, you can leverage your customer data to gain insight into purchasing habits, customer behavior and social experience with your business. From this information, you have the opportunity to improve your offerings and boost your sales.

Why do you need an eCommerce CRM software?

You can always know your customers better! An eCommerce CRM software helps you gain insight into your customer’s buyer behavior.

Is Shopify a CRM?

Shopify definitely has tools for CRM for eCommerce. While its primary function is the selling of products and maintenance of an eCommerce webpage, it offers plenty of options for CRM and customer data collection. Additionally, you can purchase CRM apps and add-ons to further amplify Shopify’s capabilities.

What is a CRM database?

A CRM database is a digital storage space for all collected data about your customers and your brand’s relationship with them. A database may include details about when and where communication first happened, whether there were any service issues, how long it took to convert a new lead to a sale, and so on. The CRM database will then be able to use this data to analyse or report on customer relationship strategies that can help you going forward.

A CRM database encompasses all the customer data that you collected, stored and analysed using your customer relationship management program. This data equips a CRM with the ability to provide its users with considerable advantages.

Ecommerce CRM Software Comparison Criteria

What are we looking for when we select CRM platforms for review? What features are a must-have for CRM systems? The CRM system examples in this article have all been evaluated per these requirements. Here’s a summary of my evaluation criteria:

  1. User Interface (UI): Is it clean and attractive?
  2. Usability: Is it easy to learn and master? Does the company offer good tech support, user support, tutorials, and training?
  3. Features & Functionality:
    1. Cross-Channel Tracking – Does the software have the ability to identify and track consumer interactions across different channels through the purchasing journey?
    2. Analytics and Reporting – Any CRM tool should provide features like embedded analytics and ad hoc reporting?
    3. Data Visualization – Does the software offer different types of visualization options? Can you easily manipulate the data gleaned in different ways?
    4. Analyse User Intent – Does the tool have the ability to analyze information about the user’s intent?
  1. Integrations: Is it easy to connect with other tools? Any pre-built integrations?
  2. Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent and flexible?

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Overviews Of The 10 Best Ecommerce CRMs

This CRM software list will go over a summary of each tool and some general pros and cons of each item.

1. Marketo – CRM Lead Management with online CRM tools to attract buyers, drive top-of-funnel activity, and launch ads.

Marketo Ecommerce CRM screenshot
Uses rules to automate actions.

Part of the Adobe software family, Marketo has solutions for acquisition to advocacy including lead management, email marketing tools, revenue attribution, and account-based marketing. They offer robust training and onboarding solutions with their Marketo University program.

Like any Adobe product, Marketo is extremely feature-rich. Some of the best parts of the tool are their dashboards and reports features, powerful automation capabilities, and the ability to host drip campaigns triggered on the behaviors of your leads.

Marketo has been singled out by both customers and analyst firms as having the most robust CRM integrations in the industry. This includes native integrations for Salesforce.com and Microsoft Dynamics CRM; integrations for Netsuite, Oracle, SAP Cloud for Sales, and SugarCRM; and custom configurations.

Seeing as Marketo is made by Adobe, it’s probably not surprising that they didn’t score too well in the Value for Cost segment of the evaluation criteria. They are the second-highest priced item on this CRM tool list—aggravated by the fact that they don’t offer a free trial of their software.

Marketo starts at $895/month for up to 10,000 contacts and offers a free demo.

2. Salesforce Pardot – An Online CRM system and a marketing automation solution with tools to engage buyers, close deals, and grow relationships.

Salesforce Pardot Ecommerce CRM screenshot
Build and test marketing paths.

Pardot, B2B marketing automation by Salesforce, offers a marketing automation solution supporting the needs of B2B organizations of every size. They promise streamlined lead management, smarter lead generations, AI lead scoring, and campaign insights.

If you are already in the Salesforce ecosystem, Pardot is an unequivocal must-have. It has the capability to empower even low-tech users to set up their own landing pages and email campaign with minimal help.

Pardot is a native Salesforce integration. Salesforce can also integrate with Google Cloud, Quickbooks, Slack, MailChimp, LinkedIn, DocuSign, JIRA, HelloSign, CodeScience, Active Campaign, Dropbox, and more.

As far as Value for Cost goes, Salesforce Pardot lost some points per our evaluation scale for being, by far, the most costly CRM solution on this list. Although feature-packed, this CRM tool is the only item on this list that breaks $1000 for their starter plan.

Salesforce Pardot starts at $1,250/month for up to 10,000 contacts and offers a free demo.

3. Creatio – (Previously named bpm’online) online CRM software with a low-code process automation platform for easy business-IT alignment.

Salesforce Pardot screenshot
Store agent cases and notes on the Desktop.

Creatio has been widely recognized by key industry analysts, receiving multiple awards like the Gartner Magic Quadrant for the CRM Customer Engagement Center. They are often praised for their process-centric approach and intuitive platform for marketing automation.

Creatio connects to a huge range of 3rd-party apps through native integration or connection via their dedicated Marketplace. This scored them favorably in the Integrations category of the evaluation criteria. Not to mention, you get the added benefit of connecting to other Adobe platforms.

Integrations include data import from/to Excel, MS Exchange, PBX integration and cloud telephony services, Google, mail integration via IMAP/SMTP, and many more through the Creatio Marketplace.

One con of this software to watch out for is the mobile application, which has some difficulties when it comes to design and usability and requires extensive customization to be useful.

Creatio starts at $30/user/month and offers a free 14-day trial.

4. Lucrativ – Communication tracking tools like an integrated dialer, SMS, and calendar that can be operated through desktop and mobile apps.

Lucrativ  CRM for ecommerce screenshot
Use boards to sort leads.

Lucrativ offers a “free sign up” so that potential users can check out what they have to offer before committing, which is where you’ll find services for pipeline management, connectivity, automation, metrics and insights, AI-powered CRM, and gamification strategies.

Something this platform does really well is a great “jack-of-all-trades” solution that doesn’t go wildly overboard with features and functions, making it very small business-friendly. The gamification is also a stand-out characteristic of this tool.

Integrations include Gmail/Exchange mailboxes, Salesforce, Hubspot, Zapflow, and more through the Lucrativ REST API.

Lucrativ offers the fewest publicly acknowledged 3rd-party connections on this list, which lost them some point in the Integrations category of the evaluation criteria. Their REST API offers hope but requires significantly more technical skill to navigate.

Lucrativ starts at $50/user/month and offers a free trial and free demo.

5. Ontraport – Create and launch an automated marketing campaign with promotional pieces like emails, SMS, landing pages, and pop-up forms.

Ontraport ecommerce crm software screenshot
Create paths for marketing actions.

Ontraport helps you focus on spending on lead sources that work and find growth opportunities through landing pages, forms, membership sites, UTM data, email, SMS, and referral programs. According to the CEO, this solution was developed with startups and entrepreneurs in mind.

Ontraport absolutely takes the cake for hefty Integration possibilities, offering lists of 3rd-party applications ready for an add-on as well as a few API helpers (like Zapier) to broaden their connectivity even more. This resulted in a perfect Integrations score per our evaluation criteria.

Ontraport integrations are numerous, including Quickbooks, XERO, Acuity Scheduling, Calendly, Google Calendar, Schedule Once, Time Trade, JotForm, PopupAlly, ConvertPlus, Bloom Form, Wufoo Forms, Freshdesk, Zendesk, Leadpages, WP Courseware, Shopify, WooCommerce, Facebook, Heyo, Viral Sweep, GoToWebinar, Zoom, and more. Plus, they have additional options through a variety of API Helpers like Zapier, Apiant, and WebMerge.

A few struggles noticed in the software are the clumsy execution of email campaigns as well as a labyrinthian interface that can make certain features hard to hunt down.

Ontraport starts at $79/month for 1000 users and offers a free 14-day trial.

6. amoCRM – Messenger-based CRM with connections to messaging apps like WhatsApp, Skype, WeChat, Instagram, and Facebook Messenger.

amoCRM screenshot
View metrics for lead data.

Millions of people buy and sell via instant messaging services and amoCRM helps you tap into that market. Connect with leads and customers, regardless of the messenger app they prefer, and leverage a built-in chatbot to your advantage or use their visual builder to make your own.

amoCRM promises to connect you with all things communication, from chat to video to SMS, and so this is where their connectivity excels. Because of this, they scored highly in the Integrations section of the evaluation criteria.

Integrations include Gmail, Facebook, Dropbox, Google Calendar, Stripe, Quickbooks, PieSync, WhatsApp, Viber, Telegram, Instagram, Skype, WeChat, Facebook Messenger, Snap Engage, Twilio SMS, LiveChat, Tidio Chat, Active Campaign, MailChimp, Google Analytics, Aircall, WordPress, Unbounce, and more.

A few cons to be noted about this software are a complex and clumsy interface, complete shut-outs during updates, and difficulty importing/exporting client lists.

amoCRM starts at $15/user/month and offers a free 14-day trial.

7. Active Campaign – Email marketing, marketing automation, and CRM tools designed to assist brand awareness track lead, and amplify sales.

Active Campaign marketing automation screenshot
A handy marketing dashboard.

Active Campaign is an eCommerce CRM that totes solutions for awareness building, intent analysis, nurturing relationships through email segmentation and dynamic content, contact and lead scoring, attribution tracking, and conversations via SMS, email, and live chat.

As far as paid tools go, Active Campaign’s modest monthly price scored them quite well in the Value for Cost evaluation consideration. You have limited contacts with this cost-effective plan but that makes it ideal for smaller businesses or teams.

Integrations include Shopify, Salesforce, Typeform, Facebook, WordPress, Google Analytics, Unbounce, ClickFunnels, Pipedrive, WooCommerce, WPForms, WebinarGeek, Demio, 123FormBuilder, ActiveWoo, Airtable, Akita, Basecamp, Capsule CRM, Chargify, DropBox, Facebook, and many more through Zapier.

Noticeable weaknesses of the software include frequent bugs that can interfere with email campaigns. The 3-user limit on the Lite plan is also a bit stingy.

Active Campaign starts at $9/month for up to 500 contacts and offers a free demo.

8. SendinBlue – CRM with tools for email, SMS, instant messaging/chat, landing pages, and ads with a freemium version for up to 300 emails a day.

SendinBlue CRM screenshot
Real-time feed of action items.

A sales and marketing toolkit, SendinBlue promises a focus on small and medium-sized businesses with their approach to pricing and features. By adding Sendinblue to your eCommerce site, you can automate campaigns and track conversions in real-time.

SendinBlue scores well in our Value for Cost evaluation category, as it offers a reasonable monthly price alongside a freemium version of the software. This makes it a great eCommerce CRM option for small businesses or start-ups.

Integrations include Magento, WordPress, PrestaShop, OptinMonster, Everwin CXM, Drupal, WooCommerce, nopCommerce, Shopify, Google Analytics, Gmail Contacts, Gleam, Privy, Eventbrite, MailChimp, PayPal, Pipedrive, Zoho, Microsoft Dynamics, and more through Zapier.

This software’s weakest quality would be, perhaps, the reporting and dashboard organization. Finding the data you need can be quite cumbersome as it stands right now.

SendinBlue starts at $27/month and offers a freemium version of the software.

9. SharpSpring – Sales and marketing platform with features like behavioral-based email marketing, campaign tracking, and a blog builder.

SharpSpring ecommerce CRM screenshot
Contracts and leads are categorized.

SharpSpring has a host of digital marketing features available for its users, like dynamic landing pages, social media tools, CRM and sales automation, a dynamic form builder, reporting and analytics, and the capacity for leveraging an Anonymous Visitor ID for unfamiliar leads.

Boasting a simple, clean, and sensible user interface, SharpSpring is an optimally designed piece of software. It’s endlessly searchable and presents great data visualizations. Thus, they scored highly in the UX segment of the evaluation criteria.

Integrations include Veeqo, Plecto, Easy Projects, Tilkee, AdRoll, Hello Bar, Paperform, Bookeo, TradeGecko, PomoDone App, CloudCart, StoryChief, Ravetree, Bookmark, FullContact, SimpleTexting, Omniconvert, Accredible, Databox, WebMerge, Pipefy, WebinarNinja, and more.

A few cons to note: the visual email builder can be a bit temperamental, landing pages aren’t as easy to create as they are with other options on this list, and complete outages during prime hours for updates.

SharpSpring starts at $550/month for up to 1500 contacts and offers a free demo.

10. Iterable – Growth marketing platform that connects through email, mobile push, SMS, in-app notifications, web push, social, and more.

Iterable  software screenshot
Marketing analytics and reports.

Iterable has marketing tools designed around offering individualized and hyper-relevant content recommendations based on each customer’s preferences and behavior. Their Intelligence Suite leverages AI techniques to provide send-time, channel, and frequency optimization.

Even if you aren’t particularly tech-savvy, Iterable is extremely intuitive and requires little onboarding effort to get up to speed. This scored them well in the Usability category of the evaluation criteria. Additionally, their customer service is top-notch.

Integrations include Workato, QuickEmailVerification, Playable, TowerData, LeadsBridge, ViralSweep, Privy, Magento, Zendesk, Shopify, Stitch Data, Snowflake, Foursquare, Google Analytics, and many more through Zapier.

A criticism to be leveled against the platform is that the email builder doesn’t have basic date comparison logic, reusable global block content, or auto-suppression based on send classification.

Iterable starts at $500/month and offers a free demo.

Other Ecommerce CRMs To Try

  1. Avasam – An automated drop-shipping platform for sourcing products from suppliers and selling products across 40+ sales channels.
  2. InfoFlo CRM –  A feature-packed Agile CRM with over 20 built-in components for access to critical data and actionable insights.
  3. Maximizer – Modules for Sales Management, Marketing Automation and Customer Service, mobile CRM, and 3rd-party integrations.
  4. GetResponse – A suite of email marketing and online campaign management tools focused on sales, ROI, and online marketing.
  5. Freshsales – AI-based lead scoring, phone, email, activity capture designed to find and track leads and manage the sales pipeline.
  6. HubSpot – Marketing, sales, and service tools with arguably some of the best free CRM software options through their introductory plan.
  7. Blueshift – Customer data activation, AI, and multi-channel automation in a scalable and intuitive platform.
  8. Zoho CRM – Reach customers across every channel: telephone, email, live chat, and social media plus real-time customer notifications.
  9. Copper – A CRM designed for G Suite with the ability to manage all your contacts, deals, emails, files, and more in one place.
  10. Drip – Build personalized marketing experiences, drive meaningful engagement, and earn long-term customer loyalty.
  11. Pipedrive – Manage leads and deals, get data fed right into your sales pipeline, track all communications, and automate administration.
  12. Insightly – Build a hi-def picture of your customers using data stemming from the actions of marketing, sales, and project teams.
  13. Zendesk Sell – Sell gives reps access to integrated tools that provide the full context of a customer account from introduction to sale.

Any Other CRMs For Ecommerce For The List?

Have you tried a CRM software for eComm that isn’t listed in this article? What software makes YOUR personal top CRM system list? Let The Ecomm Manager know about it in the comments below.

If you’re looking for specific marketing tools, I suggest checking out:

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