- 1. Salesforce CRM — Best for growing sales teams
- 2. HubSpot CRM — Best free CRM with customer analytics
- 3. Act! — Best for rich customer profiles
- 4. Lightspeed eCom — Best for predicting future customer needs
- 5. ActiveCampaign — Best for marketing automations
- 6. SendinBlue — Best CRM for SMBs
- 7. SharpSpring — Best for email marketing campaigns
- 8. Ontraport — Best for integrations
- 9. Marketo — Best for driving top-of-funnel activity
- 10. Pardot — Best enterprise CRM
CRMs are used across a wide variety of industries, from yoga instructors to software providers to auto parts manufacturers. What they all have in common is the desire to boost customer retention, drive sales, and leverage contacts to enhance business growth. The best ecommerce CRM software can help deliver on these goals, while also improving team communication and collaboration
In this article, I will outline the best ecommerce CRM software available on the market today. I'll highlight the features of each platform so that you can easily choose which is right for you.
What Is Ecommerce CRM Software?
Ecommerce customer relationship management (CRM) software is cloud-based platforms that help ecommerce businesses nurture and grow relationships with their customers.
Ecommerce CRM software has all the same functionality of a traditional CRM, plus features that are specific to the online business space. These may include the ability to suggest related purchases, store purchasing history, and track preferences for shipping. This information can then be used to offer specialized incentives, personalized email marketing, and enhanced customer service.
Salesforce is one of the most popular CRM platforms among B2B and B2C markets. It is designed to help businesses bring their sales, marketing, IT, commerce, and service teams together so they can all work seamlessly and collaborate from any location. The software connects teams with customers, leads, and partners through a wide variety of products that include Sales Cloud, Marketing Cloud, Service Cloud, and Customer 360.
With Salesforce CRM, B2B and B2C companies can easily track their customers’ activity, manage their sales and marketing pipeline, target their niche audiences, and collaborate internally. The software is flexible and easy to use, making it the ideal CRM solution for growing e-commerce businesses and online merchants.
Salesforce CRM enables users to access relevant customer data such as contact information and communication history. This helps customer support and service teams optimize their relationship with existing and returning customers. The cloud-based software also allows users to view a detailed timeline of their customers’ activity while keeping track of current deals and the different stages they’re at.
Sales teams can use Salesforce CRM, particularly Sales Cloud, to generate and keep track of quotes as well as orders. The software can also provide different forecasts on sales, subscriber retention, email engagement, and revenue according to key performance indicators (KPIs) and other meaningful insights. Moreover, they can utilize the platform to create workflows with automated business processes that incorporate manual tasks such as drafting custom proposals.
Salesforce CRM is available in four different pricing plans with a starting price of $25 per user/month, billed annually, for the Essentials package. There are also the Professional, Enterprise, and Unlimited plans for $75, $150, and $300 per user/month, respectively. All prices are based on an annual billing cycle.
HubSpot CRM helps businesses manage customer relationships, automate tasks, and increase sales. The software provides insights into customer data and behaviors to help businesses make better decisions. It allows users to set up automated emails when customers purchase items or sign up for services. This lets them quickly and easily stay in touch with customers, even when they don't have time to reach out manually. Businesses can also automate follow-up emails or messages to thank customers for their purchases or remind them of upcoming events or promotions.
With its lead nurturing capabilities, HubSpot CRM allows users to nurture prospects through every step of their buying journey until they purchase from the store. HubSpot CRM integrates seamlessly with other tools like marketing automation platforms, analytics tools, shopping carts, and payment processors. This makes it easy to keep track of all different systems in one place and manage customer relationship data across multiple channels. Users can also use the integration features to create custom campaigns that target specific audiences based on their past interactions with their businesses. This ensures the message reaches the right person at the right time, resulting in more successful campaigns.
HubSpot CRM provides valuable insights into customer behaviors that can be used to improve the effectiveness of eCommerce campaigns. These insights allow users to track customer engagement over time and identify areas where improvements could be made—such as product page design or checkout processes—to drive higher conversions and increased sales revenue. HubSpot CRM’s automated contact scoring feature helps users prioritize which customers need attention first. It ranks leads based on their activity, including website visits, email opens, and form fills, so businesses know who to focus on first. This feature can determine when prospects are ready for a follow-up and identify those leads who are likely to convert quickly.
HubSpot CRM starts at $50/month (1000 contracts) and offers a 14-day free trial.
Act! is a robust CRM and marketing automation platform that can be deployed via the cloud or on-premise. It's tailored for small and midsize businesses (SMBs) looking to improve their sales and marketing initiatives and develop lasting customer relationships.
The CRM platform puts heavy emphasis on gaining a better understanding of a company’s target customers. When an agent or customer service representative receives a call, Act! CRM works to provide this user with all the vital information about the caller/client. This includes the last time the customer called, which product or services the customer likes, and their personal information such as family names, company names, positions, and even their favorite hobbies. This allows users to instantly personalize the experience, making customers feel that they're valued.
Act! CRM also offers automated outbound marketing and smart analytics, helping users better understand their contacts and the type of experience or service they respond to the best. The platform is equipped with automated communication tools as well, allowing sales and marketing personnel and customer support teams to free up their time and focus on other important aspects of their work.
Act! includes many integrations that are beneficial for e-commerce managers. For example, using their Shopify integration, information such as order ID, product price, and quantity of items are automatically sent to Act!’s contact record for future reference. This enables users to conduct informed conversations with customers and send targeted emails to individual or grouped contacts.
Other integrations include BigCommerce, Ecwid, Etsy, Freshbooks, QuickBooks, Volusion, and WooCommerce.
Pricing for Act!’s cloud-based and on-premise CRM software is pretty straightforward. Act! Premium Cloud starts at $30/user/month, while Act! Premium Desktop costs $37.50/user/month. They also offer a 14-day free trial too.
Lightspeed is an ecommerce CRM software that provides a comprehensive solution for managing and growing your ecommerce business. The tool combines inventory management, point-of-sale functionality, and CRM tools to help businesses streamline their operations and enhance customer experiences.
Lightspeed allows you to track customer data, purchase history, and preferences, giving you valuable insights into customer behavior and preferences. Having this information on hand makes it easy to personalize your marketing efforts, provide targeted promotions, and improve customer experience.
With features like customer data tracking, segmentation, and marketing automation, Lightspeed helps you get to know your customers better, so you can better serve them. You can assign a unique status to customer profiles, build custom discounts, and integrate this information with your loyalty programs.
Lightspeed also features an ecommerce website builder with built-in SEO tools to help you to boost conversion rates. Features like abandoned cart emails can help your customers come back for more. And their Lightspeed Retail feature allows you to sync products between a bricks-and-mortar store and your ecommerce storefront.
Lightspeed integrates with a wide variety of platforms like Amazon, eBay, Walmart, Printful, ShippingEasy, Zoho CRM, Salesforce, bindCommerce, Quickbooks, Kliken Stats, UniSender, HubSpot, and ZenDesk. Many additional integrations are available by connecting a paid Zapier account.
Pricing starts at $14.08/month, and a freemium plan is available.
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 1-user limit on the Lite plan is also a bit stingy.
Active Campaign starts at $15/month for up to 500 contacts and offers a 14-day free trial or free demo upon request.
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 $25/month and offers a freemium version of the software.
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.
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.
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.
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, this platform 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. On the other hand, Salesforce Pardot is known as being very easy to learn and use.
Salesforce Pardot starts at $1,250/month for up to 10,000 contacts and offers a free demo.
Need expert help selecting the right CRM Software?
We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!
Best for growing sales teams
14-day free trial
|From $25/user/month (billed annually)||Visit Website|
Best free CRM with customer analytics
14-day free trial + free plan
|From $20/month||Visit Website|
Best for rich customer profiles
14-day free trial
|From $30/user/month (billed annually)||Visit Website|
Best for predicting future customer needs
Freemium plan available
|From $14.08/month||Visit Website|
Best for marketing automations
14-day free trial
|From $39/month||Visit Website|
Best CRM for SMBs
Free plan available
|From $25/month||Visit Website|
Best for email marketing campaigns
|From $445/user/month||Visit Website|
Best for integrations
Free 14-day trial
|From $79/month||Visit Website|
Best for driving top-of-funnel activity
|From $895/month||Visit Website|
Best enterprise CRM
|From $1,250/month||Visit Website|
Best for chat/text marketing
Best for call-based communications
- CRM Creatio
Best for ease of use
- Pipedrive CRM
Best to build a custom sales pipeline
A CRM designed for G Suite with the ability to manage all your contacts, deals, emails, files, and more in one place
- Maximizer CRM
Modules for sales management, marketing automation and customer service, mobile CRM, and 3rd-party integrations
- monday sales CRM
Best CRM with task management
AI-based lead scoring, phone, email, activity capture designed to find and track leads and manage the sales pipeline
- Zoho CRM
Reach customers across every channel: telephone, email, live chat, and social media plus real-time customer notifications
Growth marketing platform that connects through email, mobile push, SMS, in-app notifications, web push, social, and more
Selection Criteria For The Best Ecommerce CRM Software
How did I pick the best ecommerce CRM software to add to my list? I started with a long list of CRM platforms with positive user reviews, then narrowed it down based on the functionalities that make a CRM solution especially suitable for ecommerce businesses. Here’s an overview of the exact selection criteria I used to evaluate and compare each software that made it onto my list:
Each ecommerce CRM software will have a slightly different focus and maybe a few different features, but here are the essential functionalities I require for a tool to make it on this list:
- Contact management: Collecting customer data, and storing and accessing it securely.
- Web store connectivity: Connect directly to popular ecommerce platforms like Shopify and BigCommerce.
Here are the key features I looked for in ecommerce CRM system:
- Omnichannel management: Manage email, SMS, and other communication channels, and track customer interactions across multiple channels throughout the customer journey.
- Analytics and reporting: Customizable reports, automated metrics dashboards, lead scoring, and predictive insights like sales forecasting are some common analytics features.
- Sales pipeline management: A way to track customers through each stage of your sales funnel in real-time, supporting your lead management and customer segmentation efforts.
- Automated workflows: Building automated email campaigns and other sales automation and marketing automation efforts to reduce manual work.
- Online store personalization: Create a more tailored customer experience by building personalized landing pages, web page modules, retargeting campaigns, and more.
A user-friendly and intuitive interface reduces the time and effort required to complete tasks, minimizes errors, and increases employee adoption rates. I looked for CRM software that doesn’t come with a steep learning curve for your team members. Extra usability features like templates, custom onboarding, and training, or a mobile app also caught my eye.
I looked for ecommerce CRM software that integrates with other ecommerce tools like content marketing software, product lifecycle management software, and ecommerce marketing tools. It might also integrate with inventory management software or warehouse management software. I also looked for integrations with email platforms like Gmail and Outlook, and email management software like Mailchimp. I’ve noted each software’s integrations in my overviews.
The cost of these software solutions can vary, and some start as low as $12 per user per month while others start from $400+ per user per month. That said, many providers offer free plans or free trials, and may have discounts for small businesses or custom pricing for enterprise retailers. Free CRM software doesn’t tend to cater specifically to ecommerce businesses, but might be suitable depending on your business needs.
What does ecommerce CRM software do?
What are the benefits of ecommerce CRM software?
Is Shopify a CRM?
What is a CRM database?
Other Supplier & Customer Relationship Software Reviews
If you're looking for additional relationship management tools, I suggest checking out these other software reviews:
- Supplier Relationship Management Software
- Social Commerce Platforms
- Ecommerce Email Marketing Software
- Ecommerce Customer Service Software
Comprehensive CRM for Online Selling
Selecting the right ecommerce CRM software is critical for businesses looking to improve customer relationships, streamline operations, and increase revenue. The best ecommerce CRM software options, as outlined in this article, offer a range of features and functionalities to meet the needs of businesses of all sizes and industries.
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