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The 10 Best CRMs for Ecommerce Customer Experience

Let’s quickly look at our top picks for best CRMs for ecommerce brands. You’ll see the ones we love and what they are best for.

Your customers are your business—without them, your store is just an expensive hobby. Which is why finding the best ecommerce CRM is so important.

You want... no, you need to know whatever you can about your customers, so you can nurture those relationships and grow your brand. Because it isn't a hobby.

But, there's a problem—there's so many CRMs. You need to make a decision, but you can't choose them all. Your brand is unique, and you need the solution that will best help you centralize customer data, track conversions and sales, and improve customer service.

We've got the solution, though. We're experts at this. With all our knowledge and the help of a whizbang scoring system, we've identified the best ecommerce CRMs on the market.

Let's go!

Why Trust Our Ecommerce CRM Reviews

We’ve been testing and reviewing ecommerce software since 2021.

As ecommerce experts ourselves, we know how critical, and how difficult it is to make the right decision when selecting software.

We invest in deep research to help our audience make better software purchasing decisions.

We’ve tested more than 2,000 tools for different ecommerce use cases and written over 1,000 comprehensive software reviews. 

Learn how we stay transparent & our review methodology.

Comparing the Best Ecommerce CRMs, Feature by Feature

So that you have it all in one place, here’s the pricing and feature comparisons of all the ecommerce CRMs we’re covering today.

Tool Best For Trial Info Price
1
Salesforce CRM

Salesforce CRM provides a smart and intuitive engagement scoring dashboard, displaying data-driven forecasts from email engagement to subscriber retention predictions.

Best for growing sales teams

14-day free trial

From $25/user/month (billed annually) Website
2
HighLevel

HighLevel's pipeline management features allow users to track leads and their stages in the sales funnel efficiently.

Best for strategic pipeline management

14-day free trial

From $97/month Website
3
HubSpot CRM

HubSpot CRM allows users to associate individual contacts, deals, and products with specific sources or marketing campaigns, providing granular visibility into how each source contributes to the overall revenue figure.

Best free CRM with customer analytics

Free plan available

From $15/user/month (billed annually) Website
4
Act!

Act! CRM allows its users to easily manage opportunities and close more deals with more dynamic sales pipeline management solutions.

Best for rich customer profiles

14-day free trial

From $30/user/month (billed annually) Website
5
CRM Creatio

Store agent cases and notes on the Desktop.

Best for ease of use

14-day free trial

From $25/user/month Website
6
Freshsales

Freshsales empowers businesses to quickly pinpoint high-intent leads and utilize intelligent insights to automate and expedite sales.

Best for AI-driven sales engagement

21-day free trial

From $9/user/month (billed annually) Website
7
ActiveCampaign

A handy marketing dashboard.

Best for marketing automations

14-day free trial

From $20/month Website
8
SharpSpring

Contracts and leads are categorized.

Best for email marketing campaigns

Free demo available

From $445/user/month Website
9
Ontraport

Create paths for marketing actions.

Best for integrations

14-day free trial

From $79/month Website
10
Marketo

Uses rules to automate actions.

Best for driving top-of-funnel activity

Free demo

From $895/month Website

10 Best Ecommerce CRM Software, Reviewed

Now the good stuff—the reviews. For each ecommerce CRM tool, we’ll talk about what it does, why we picked it, its top integrations, and its best features.

Best for growing sales teams

  • 14-day free trial
  • From $25/user/month (billed annually)
Visit Website
Rating: 4.2/5

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.

Best for strategic pipeline management

  • 14-day free trial
  • From $97/month

HighLevel is an all-in-one ecommerce CRM that offers a comprehensive suite of features tailored to enhance customer relationship management and streamline operations for online businesses. Key functionalities include unlimited contact management, advanced automation tools for multi-channel marketing campaigns, and a visual workflow builder that simplifies customer interactions.

One of the most significant features of HighLevel is its strategic pipeline management, which allows businesses to assign values to leads for revenue tracking and automate workflows to guide leads through the sales funnel. Additionally, the platform's real-time notifications keep users informed of new leads and messages, enabling timely responses and improving customer engagement. The platform also allows users to create and customize an unlimited number of sales funnels, complete with booking tools, order forms, and more.

The platform supports invoicing, subscription pricing, and coupon generation, making sales management more efficient. Additionally, HighLevel provides powerful site and funnel building capabilities, reputation management tools, and detailed analytics for performance tracking. Its AI features further enhance the user experience by automating content creation and customer interactions.

HighLevel integrates with Stripe, Facebook, Instagram, TikTok, Google, WhatsApp, Shopify, Quickbooks, Zoom, Slack, Printful, LinkedIn, WordPress, Yext, and Clio.

Best free CRM with customer analytics

  • Free plan available
  • From $15/user/month (billed annually)
Visit Website
Rating: 4.4/5

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.

Best for rich customer profiles

  • 14-day free trial
  • From $30/user/month (billed annually)
Visit Website
Rating: 5/5

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.

Best for ease of use

  • 14-day free trial
  • From $25/user/month
Visit Website
Rating: 4.7/5

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.

Best for AI-driven sales engagement

  • 21-day free trial
  • From $9/user/month (billed annually)
Visit Website
Rating: 4.6/5

Freshsales is a Sales CRM software designed to assist businesses in selling smarter and closing deals more quickly. It is distinguished by its AI-driven sales engagement capabilities, which include AI-powered contact scoring, predictive deal insights, and intelligent workflow automation, contributing to its productivity and effectiveness in managing sales processes.

I chose Freshsales as a great ecommerce CRM because of its focus on leveraging AI to enhance the sales process, particularly through features like AI-powered contact scoring and predictive deal insights. What makes it different is its comprehensive approach, unifying CRM functionalities for sales, marketing, and support within a single platform.

Freshsales CRM offers AI-powered Contact Scoring through Freddy AI, which evaluates leads and contacts using AI to score them based on their engagement and profile data, aiding sales teams in prioritizing promising leads. The software also provides Predictive Deal Insights by analyzing historical deal data to forecast the success of ongoing deals, helping sales representatives to concentrate on the most viable opportunities. The unified CRM Suite consolidates sales, marketing, and customer support within a single platform, offering a holistic view of customer interactions and facilitating team collaboration.

Freshsales integrates with Freshdesk for customer support, Freshchat for messaging, Freshservice for IT service management, and Freshmarketer for marketing automation. It also connects with Google Calendar, MailChimp, Segment, Zapier, Office 365, Google Apps, Slack, Facebook, LinkedIn, Jotform, Typeform, Calendly, Email Parser by Zapier, and ClickFunnels Classic to facilitate various business processes.

Pricing for Freshsales CRM starts from $15/user/month. Freshsales CRM includes a 21-day free trial.

Best for marketing automations

  • 14-day free trial
  • From $20/month
Visit Website
Rating: 4.6/5

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.

Best for email marketing campaigns

  • Free demo available
  • From $445/user/month
Visit Website
Rating: 4.5/5

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.

Best for integrations

  • 14-day free trial
  • From $79/month
Visit Website
Rating: 4.3/5

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.

Best for driving top-of-funnel activity

  • Free demo
  • From $895/month
Visit Website
Rating: 4/5

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.

Other Ecommerce CRMs

  1. Pardot

    Enterprise CRM

  2. Kommo

    For chat/text marketing

  3. NetSuite CRM

    With connectable ERP and commerce platforms

  4. Lightspeed eCom

    For predicting future customer needs

  5. Thryv

    CRM for small businesses

  6. Lucrativ

    For call-based communications

  7. Pipedrive CRM

    To build a custom sales pipeline

  8. Zoho CRM

    Reach customers across every channel: telephone, email, live chat, and social media plus real-time customer notifications

  9. monday CRM

    CRM with task management

  10. Maximizer

    Modules for sales management, marketing automation and customer service, mobile CRM, and 3rd-party integrations

Our Selection Criteria for Ecommerce CRM Software

Selecting the right ecommerce CRM is all about balancing functionality, usability, and value.

After extensive personal trials and research, we've developed a weighted scoring system to guide you through what matters most when choosing your CRM. Here’s the breakdown:

Core ecommerce CRM functionality (25% of total weighting score)

This is the foundation. A great ecommerce CRM needs to cover the basics with strong core features to keep your business running smoothly:

  • Centralized customer data management that captures and makes all interactions across multiple channels easily accessible.
  • Automated marketing tools that allow targeted campaigns based on customer behavior and preferences.
  • Customer segmentation for personalized communication and offers.
  • Analytics and reporting features that provide valuable insights into customer behavior, sales trends, and campaign effectiveness.
  • Integration capabilities with other ecommerce platforms to ensure seamless data flow and automated processes.

Additional standout features (25% of total weighting score)

All the little extras that set a CRM apart. These features help streamline your business and elevate the customer experience:

  • Predictive analytics that offer personalized product recommendations based on customer data.
  • AI-powered customer support features, such as chatbots, for instant customer service and personalized interactions.
  • Omnichannel support to ensure a unified experience across all customer touchpoints.
  • Machine learning capabilities that help generate better insights and drive smarter decision-making.

Usability (10% of total weighting score)

Your team should be able to make the most of the CRM without a steep learning curve:

  • A user-friendly interface that balances sophistication with simplicity, ensuring accessibility for all team members.
  • Visual dashboards that present data and insights in a clear, digestible format.
  • An intuitive design that reduces the learning curve and improves team efficiency.

Onboarding (10% of total weighting score)

You need to be able to get up and running quickly without any major hiccups:

  • Comprehensive training materials, such as videos, templates, and interactive product tours.
  • Easy data migration from existing systems to ensure a smooth transition.
  • A structured onboarding process that quickly gets your team up to speed and maximizing the CRM's value.

Customer support (10% of total weighting score)

Great support is your safety net when issues arise:

  • Responsive support across multiple channels (live chat, email, phone).
  • Access to a knowledge base or community forum where users can find answers and share tips.
  • Regular updates and clear communication from the vendor on new features and improvements.

Value for money (10% of total weighting score)

This ensures you’re not overpaying for features you don’t need:

  • Transparent pricing models that scale with your business size and needs.
  • A clear fee structure with no hidden costs, providing good value for the features offered.

Customer reviews (10% of total weighting score)

Reviews offer real-world feedback on how the CRM performs in practice:

  • Positive feedback on how the tool impacts business operations and customer satisfaction.
  • High ratings in critical areas like ease of use, customer support, and feature set.
  • Success stories from businesses like yours that have seen tangible benefits from implementing the CRM.

By applying these criteria, you can feel confident in selecting an ecommerce CRM that not only meets your current needs but also supports your long-term growth and customer engagement goals.

What is Ecommerce CRM Software?

Ecommerce CRM (i.e., customer relationship management) software is the powerhouse behind smarter customer connections and better business decisions.

It’s designed specifically to help online retailers manage every aspect of the customer journey—from the first website visit to that triumphant moment when they become loyal brand advocates.

Customers expect more than generic emails and one-size-fits-all promotions. They want personalized, meaningful interactions at every touchpoint.

That’s where ecommerce CRM comes in.

It collects and organizes customer data—like purchase history, browsing behavior, and communication preferences—into one centralized hub, giving you the insights needed to deliver tailored experiences that resonate.

For businesses scaling up, ecommerce CRM is a game-changer. It syncs with your sales, marketing, and support teams, helping everyone stay aligned. It’s not just about tracking orders or managing emails—it’s about understanding who your customers are, anticipating their needs, and building loyalty in a way that feels effortless and authentic.

How to choose the best ecommerce CRM

Choosing the right ecommerce CRM is like picking a business partner—it directly impacts your growth, efficiency, and bottom line. With countless options out there, how do you narrow it down?

Here’s how to evaluate your options without the stress:

  • Pinpoint the problem. What’s broken? Are customer interactions disorganized? Too much manual work? Identify your pain points first—a great CRM should solve these issues and leave you wondering how you managed without it.
  • Consider the users. Will sales, marketing, and customer service use it, or just your ecommerce team? If it’s for everyone, prioritize ease of use. If it’s for your ecommerce pros, focus on features that turbocharge their workflows.
  • Check integration compatibility. Can it seamlessly connect with your Shopify store, email marketing, or accounting tools? A good CRM plays well with others, and bonus points if it can replace a few tools in your stack.
  • Focus on outcomes, not features. Sure, automation and dashboards are cool, but will it help turn buyers into repeat customers or sharpen your sales forecasts? The right CRM should directly support your goals.
  • Match it to your workflows. Does it smooth bottlenecks or add new ones? Your CRM should fit how your team already works, not force a painful overhaul.
  • Think scalability and customization. As your business grows, can it handle more data and adapt to your needs? Choose a CRM that grows with you instead of one that needs replacing in a year.
  • Test usability. Use free trials like a pro. Prioritize intuitive navigation, simple onboarding, and workflows that make sense—complexity is a dealbreaker.

By focusing on your team’s needs and long-term goals, you’ll land a CRM that does more than fill a gap—it’ll fuel smarter decisions and happier customers. And isn’t that the goal?

We’ve sifted through countless product updates, press releases, and feature releases to uncover the hottest trends in ecommerce CRM technology. Here’s a glimpse of what’s shaping the future of customer management in ecommerce:

  • All-in-one solutions. Platforms like Zoho CRM Plus are leading the charge by integrating customer management, service, and inventory into one system. This shift towards unified platforms allows businesses to manage multiple aspects of their operations seamlessly, ensuring a smooth and cohesive customer experience.
  • Enhanced personalization and customer insights. Lightspeed CRM is pushing the envelope with advanced customer profiling, personalized communications, and unique status assignments for customer segments. This trend points to the importance of tailored customer experiences to increase loyalty and satisfaction, with CRMs offering deeper insights into individual customer behavior.
  • AI-driven customer engagement. Freshsales is making waves with AI-powered contact scoring, predictive customer behavior insights, and automated engagement workflows. As AI becomes more integrated, CRMs are improving the ability to predict customer needs, automate follow-ups, and enhance interactions without requiring manual input from teams.
  • Mobile-first customer interactions. With mobile wallet interfaces and mobile-centric CRM features growing in popularity, businesses are adapting to more mobile-first customer engagement strategies. CRMs are evolving to facilitate smooth, real-time interactions on mobile devices, ensuring businesses can engage customers wherever they are.
  • Inflation-adaptive customer retention strategies. Retailers are focusing on delivering value beyond just pricing, with CRMs playing a key role in managing ethical sourcing, loyalty programs, and sustainable practices. As customers become more value-conscious, CRMs are helping businesses track and optimize retention strategies that align with customer values and expectations.
  • Social commerce integration. The explosion of social commerce through platforms like TikTok and Instagram is prompting CRMs to integrate with these channels more effectively. Social media is becoming a key touchpoint for customer service and engagement, with CRMs playing a pivotal role in managing these interactions and creating seamless customer journeys across social platforms.

These trends reflect a growing focus on creating more personalized, efficient, and value-driven customer experiences.

Key Features of Great Ecommerce CRM Platforms

An ecommerce CRM isn’t just a fancy contact list. It’s the brain behind your customer experience—tracking interactions, automating tasks, and turning raw data into actionable insights.

Here are the must-have features that make a CRM the ultimate tool for scaling your online store in 2025:

  • Customer behavior tracking. Your CRM should act like a customer historian, recording every click, purchase, and inquiry. This isn’t just cool data to brag about—it’s the foundation for personalized experiences that make customers feel like VIPs.
  • Sales process automation. Manual follow-ups and clunky sales funnels are so last year. A great CRM automates lead management, order tracking, and customer follow-ups, giving your team time to focus on strategy instead of busywork.
  • Omnichannel management. Customers shop across platforms—your CRM should follow. Whether it’s email, live chat, social media, or your website, you need a unified view of every interaction to keep the conversation consistent and seamless.
  • Advanced analytics and reporting. Data is king, but only if you can make sense of it. Look for CRMs that break down customer trends, sales performance, and marketing ROI into insights that actually drive smarter decisions. Bonus points for predictive analytics that tell you what customers will want before they even know.
  • Scalability and customization. No two businesses are alike, and your CRM should be flexible enough to grow with you. Whether it’s adding more users, customizing workflows, or integrating new tools, a scalable CRM won’t limit your ambitions.
  • Segmentation and targeting. Broad campaigns are out; hyper-targeted marketing is in. A solid CRM should let you slice and dice your customer base by demographics, behavior, and preferences, so every campaign hits the right audience.
  • User-friendly interface. Fancy features are useless if your team can’t figure out how to use them. The best CRMs balance robust functionality with intuitive design, so everyone from interns to power users can hit the ground running.
  • Integration with ecommerce platforms. Whether you’re on Shopify, WooCommerce, or Magento, your CRM should sync seamlessly with your storefront. Think automatic updates to inventory, orders, and customer data—no extra legwork required.

A feature-packed CRM doesn’t just solve problems—it creates opportunities. When your CRM has the right tools, you’re not just managing customers; you’re building a loyal, engaged audience that keeps coming back for more.

Top Benefits of Ecommerce CRMs

Investing in an ecommerce CRM isn’t just about making your business run smoother—it’s about unlocking growth, building loyalty, and staying ahead of the competition.

Here’s what a powerful CRM brings to the table:

  • Deeper customer insights. With a CRM, you’re not guessing what your customers want—you know. By analyzing purchase history, browsing behavior, and engagement trends, you can anticipate needs, tailor your offerings, and create experiences that feel personal.
  • Streamlined sales processes. Say goodbye to manual follow-ups and chaotic spreadsheets. Automating workflows like lead management, order tracking, and upselling frees your team to focus on big-picture strategies instead of nitty-gritty details.
  • Stronger customer retention. It costs less to keep a customer than to win a new one, and a CRM makes retention strategies easy. From personalized recommendations to loyalty programs, you can keep customers engaged and coming back for more.
  • Enhanced marketing precision. No more one-size-fits-all campaigns. With tools for segmentation and targeting, your CRM helps you send the right message to the right audience—boosting conversion rates and maximizing ROI.
  • Improved omnichannel customer experiences. Customers don’t care which channel they’re on; they just want consistency. A CRM gives your team a unified view of interactions across email, chat, social media, and more, so no detail slips through the cracks.
  • Better data-driven decisions. Advanced analytics and reporting tools turn raw data into actionable insights. Whether it’s tracking sales trends or evaluating the ROI of your latest campaign, you’ll make smarter choices faster.
  • Scalability for growth. As your business expands, your CRM grows with you. From handling higher customer volumes to integrating new tools, it supports your ambitions without breaking a sweat.
  • Time savings for your team. By automating repetitive tasks, a CRM gives your team hours back in their day. That means more time for creative strategies, problem-solving, and delivering standout customer service.

A great ecommerce CRM doesn’t just help you manage relationships—it transforms them. By building trust, simplifying processes, and uncovering opportunities, you’re not just selling products; you’re creating loyal brand advocates. And that’s the real win.

Cost & Pricing for Ecommerce CRMs

Ecommerce CRM pricing runs the gamut, from free starter plans to enterprise-grade setups that pack a punch (and a price tag).

Here’s how the costs typically break down and what you can expect at each tier:

Plan typeAverage priceCommon featuresBest for
Free$0/user/monthBasic contact management, limited email marketing, basic reportingStartups and small businesses testing CRM solutions
Basic$10 - $30/user/monthContact management, basic reporting, email marketing integration, limited automationSmall businesses needing essential CRM features
Professional$50 - $100/user/monthAdvanced analytics, customizable dashboards, marketing automation, CRM integrationGrowing businesses requiring robust functionality
Enterprise$150 - $300+/user/monthCustom development, dedicated support, advanced security features, unlimited automationLarge enterprises with complex needs and high customization

Additional costs to consider

CRM pricing isn’t always as simple as the numbers you see on the pricing page. Here are the extras to budget for:

  • Onboarding fees. Some platforms charge a one-time fee for professional setup and training. Costs vary but can range from $500 to $2,000, depending on your plan and the complexity of your business.
  • Add-ons and integrations. Need extra storage, AI-driven analytics, or integrations with third-party tools like accounting software or advanced reporting suites? These often come with additional fees, starting at $10/month per feature or user.
  • Annual vs. monthly billing. Most CRMs offer discounts for committing to annual plans—up to 20% in savings—so if you can swing the upfront cost, it’s worth considering.
  • Scaling costs. As your business grows, you’ll likely need to add more users or expand feature sets. Keep an eye on per-user fees, which can add up quickly if you’re scaling fast.

Ecommerce CRM FAQs

Here are a few of the most common questions about using ecommerce CRM tools, in case you still had lingering questions.

What is an ecommerce CRM, and how does it differ from traditional CRMs?

An ecommerce CRM focuses specifically on managing customer relationships in an online retail environment. Unlike traditional CRMs, which are often used for B2B sales processes, ecommerce CRMs integrate with online stores, track customer behavior (e.g., browsing and purchase history), and automate marketing and support functions tailored to ecommerce operations.

They are designed to handle high volumes of customer interactions across multiple channels like websites, emails, and social media.

Do I need an ecommerce-specific CRM, or can I use a general CRM?

While general CRMs offer strong customer management features, an ecommerce-specific CRM provides specialized tools that integrate directly with your online store, helping you manage sales, inventory, and marketing automation in one place. If you’re running a dedicated ecommerce business, an ecommerce CRM will likely offer more tailored features that align with your business needs, such as cart abandonment tracking and order management.

What integrations should I look for in an ecommerce CRM?

Ensure that the CRM integrates with your ecommerce platform (e.g., Shopify, Magento, WooCommerce), marketing tools (e.g., MailChimp, Google Ads), and customer support systems (e.g., live chat, email). Seamless integration will help automate tasks, improve data flow, and enhance overall operational efficiency.

Is Shopify a CRM?

Yes and no. 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.

How do ecommerce CRMs handle customer data privacy?

Ecommerce CRMs prioritize customer data privacy by implementing strict data management policies and encryption techniques to protect personal information.

They comply with international data protection regulations like GDPR by offering features like consent management, data anonymization, and secure data storage and transfer mechanisms.

This ensures that customer data is handled responsibly and transparently, fostering trust between ecommerce businesses and their customers.

How do CRMs facilitate omnichannel customer experiences?

CRMs facilitate omnichannel commerce customer experiences by centralizing customer data from multiple touchpoints, including online stores, social media, email, and offline interactions.

This integration allows businesses to provide a seamless and consistent customer experience across all channels. By having access to a comprehensive view of customer interactions, companies can personalize communication and ensure that customers receive the same high level of service no matter how they choose to engage.

Can ecommerce CRMs automate customer service processes?

Ecommerce CRMs can automate various customer service processes, such as ticket routing, response templates, and follow-up emails. This automation helps in efficiently managing customer inquiries and issues, reducing response times, and ensuring consistent communication. By automating routine tasks, customer service teams can focus more on complex issues and personalized customer interactions, improving overall customer satisfaction.

Additional Relationship Software Reviews

If you're looking for additional relationship management tools, I suggest checking out these other software reviews:

If you still haven't found what you're looking for here, check out these related ecommerce tools that we've tested and evaluated.

Know Your Customer, Grow Your Brand

If you don't understand what your customers want, how can you expect to keep them around? Ecommerce CRMs enable you to predict what they want and deliver it.

It translates to happier customers, smoother workflows, and increased sales. Sounds peachy, yeah?

You should now have everything you need to pick the best CRM for your brand. Glad to be of service.

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Sean Flannigan
By Sean Flannigan

Sean is the Senior Editor for The Ecomm Manager. He's spent years getting to know the ecommerce space, from warehouse management and international shipping to web development and ecommerce marketing. A writer at heart (and in actuality), he brings a deep passion for great writing and storytelling to ecommerce topics big and small.