There are seemingly countless ecommerce CRM software solutions available, so figuring out which is best for you is tough. You want to centralizes customer data, tracking interactions and purchases to improve customer service—but now need to figure out which tool is the best fit. I've got you! In this post, I make things simple, leveraging my experience managing online stores of all sizes and using dozens of different ecommerce CRM tools to bring you this shortlist of the best ecommerce CRM software overall.
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How to Choose an Ecommerce CRM
With so many different ecommerce CRMs available, it can be challenging to make decisions on what ecommerce CRM is going to be the best fit for your needs.
As you're shortlisting, trialing, and selecting ecommerce CRMs, consider the following:
- What problem are you trying to solve - Start by identifying the ecommerce CRM feature gap you're trying to fill to clarify the features and functionality the ecommerce CRM needs to provide.
- Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the ecommerce team, or the whole organization that will require access. When that's clear, it's worth considering if you're prioritizing ease of use for all, or speed for your ecommerce software power users.
- What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM or HR software. You'll need to decide if the tools will need to integrate together, or alternatively, if you can replace multiple tools with one consolidated ecommerce CRM.
- What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain, or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare ecommerce CRM features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
- How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.
Thryv is a comprehensive software platform that offers customer relationship management among other core capabilities for small businesses. The product is divided into three modules: the Command Center, the Business Center, and the Marketing Center. The Business Center is where the CRM is located, alongside estimate and invoicing tools, reputation management tools, and appointment scheduling capabilities.
The system's CRM not only stores your customer data, but also provides a complete history of each customer's relationship with your business. You can also set up customer portals where customers can schedule appointments, make payments, and share files with you. Digital signatures are included in the platform, should you need them.
The Command Center is a communication hub, and is available for free. It includes a team chat for internal communications, phone and video calling, and a centralized inbox for all of your important communications. Meanwhile, the Marketing Center provides a landing page builder, campaign management, and real-time analytics.
For businesses seeking a one-stop-shop solution to handle various elements of their operations, this can be a good choice. Paid plans come with 24/7 unlimited support, helping you make the most of the platform and troubleshoot issues as they arise.
Pricing is available upon request.
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.
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.
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.
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.
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.
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.
Best for driving top-of-funnel activity
Best enterprise CRM
Best for chat/text marketing
Best with connectable ERP and commerce platforms
Best for call-based communications
Best free CRM with customer analytics
Best to build a custom sales pipeline
Modules for sales management, marketing automation and customer service, mobile CRM, and 3rd-party integrations
Build personalized marketing experiences, drive meaningful engagement, and earn long-term customer loyalty
Sell gives reps access to integrated tools that provide the full context of a customer account from introduction to the sale
Related Ecommerce 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.
- Ecommerce Platforms
- Inventory Management Software
- Payment Processing Software
- Shopping Cart Solutions
- Order Management Systems
- Warehouse Management Software
Selection Criteria for Ecommerce CRM
Selecting the right ecommerce CRM involves a careful evaluation of what they have to offer. Through extensive personal trials and research, I've developed criteria to guide software buyers towards making an informed decision.
Core Ecommerce CRM Functionality: 25% of total weighting score
- Centralized customer data management, ensuring all customer interactions across multiple channels are captured and accessible.
- Automated marketing tools that enable targeted campaigns based on customer behavior and preferences.
- Customer segmentation for personalized communication and offerings.
- Analytics and reporting features that provide insights into customer behavior, sales trends, and campaign effectiveness.
- Integration capabilities with other eCommerce tools and platforms to ensure seamless data flow and processes.
Additional Standout Features: 25% of total weighting score
- Look for unique automation features that enhance customer engagement and retention, such as predictive analytics for personalized product recommendations.
- Advanced customer support features like AI-powered chatbots for instant assistance and personalized customer interactions.
- Omnichannel support capabilities that ensure a unified customer experience across all touchpoints.
- Tools that leverage machine learning for better customer insight generation and decision making.
- Exploring and testing for innovative features involves hands-on experimentation with these tools to assess their impact on streamlining operations and elevating the customer experience.
Usability: 10% of total weighting score
- A user interface that balances sophistication with simplicity, making it easy for users of all technical levels to navigate.
- Visual dashboards that present data and insights in an easily digestible format.
- The design aesthetic should be clean and intuitive, with an emphasis on reducing the learning curve for new users.
Onboarding: 10% of total weighting score
- Availability of comprehensive training materials such as videos, templates, and interactive product tours.
- Support for easy data migration from existing systems to ensure a smooth transition.
- A well-structured onboarding process that quickly brings users up to speed and enables them to start realizing value from the tool.
Customer Support: 10% of total weighting score
- Responsive and knowledgeable customer support available across multiple channels (e.g., live chat, email, phone).
- Community forums or knowledge bases where users can find answers and share insights.
- Regular updates and clear communication from the vendor about new features and improvements.
Value For Money: 10% of total weighting score
- Competitive pricing models that offer clear benefits and scalability options for businesses of different sizes.
- A transparent fee structure without hidden costs, providing good value for the features and capabilities offered.
Customer Reviews: 10% of total weighting score
- Positive feedback from existing users regarding the tool's impact on their business operations and customer satisfaction.
- High ratings in areas critical to eCommerce success, such as ease of use, customer support quality, and feature set.
- Stories of successful implementation and tangible benefits realized by businesses similar to yours.
By applying these criteria, businesses can identify an ecommerce CRM that not only meets their immediate needs but also supports their long-term growth and customer engagement strategies.
Trends in Ecommerce CRM for 2024
Here are some trends I’ve noticed for ecommerce CRM technology, plus what they might mean for the future of the marketing industry. I sourced countless product updates, press releases, and release logs to tease out the most important insights.
- All-in-One Solutions: Zoho CRM Plus stands out for its all-in-one approach, integrating sales, service, marketing, and inventory management, indicating a move towards unified platforms that can handle multiple aspects of ecommerce operations.
- Enhanced Personalization and Customer Insights: Lightspeed CRM emphasizes personalized marketing efforts and customer insights, featuring unique status assignments for customer profiles and custom discounts, showcasing a trend towards deeper personalization to improve customer experience.
- AI-Driven Sales Engagement: Freshsales focuses on AI-powered contact scoring and predictive deal insights, signifying a shift towards leveraging AI to enhance the sales process and make it more efficient.
- Mobile Wallet Marketing: There's a growing trend towards utilizing mobile wallet interfaces for marketing, indicating a shift towards more innovative and mobile-centric marketing strategies.
- Inflation-Adaptive Strategies: Retailers are adapting to inflation by focusing on value beyond cost-savings, such as ethical and sustainable practices, indicating a trend towards more value-conscious online spending.
- Social Commerce Expansion: The exponential growth of social commerce, facilitated by platforms like TikTok Shop and Instagram Shopping, underscores the increasing role of social media in ecommerce, suggesting a significant shift towards social platforms as retail channels.
These trends reflect a broader movement towards creating more integrated, personalized, and efficient customer experiences in the ecommerce sector. As we move forward, these trends are likely to continue shaping the ecommerce landscape, driving innovation and improving the ways in which businesses interact with their customers.
What Is Ecommerce CRM Software?
Ecommerce CRM (customer relationship management) software is a digital tool designed for online businesses to manage and improve customer relationships. It centralizes customer data, including purchase history and interaction records, enabling personalized marketing and customer service.
The purpose is to aid in understanding customer behavior, preferences, and trends, which is crucial for tailoring marketing strategies, enhancing customer engagement, and increasing sales.
Features of Ecommerce CRM
Ecommerce CRM systems are designed to help online businesses manage their customer interactions, sales, and marketing efforts more effectively. Here are some key features of ecommerce CRM systems:
- Customer Data Management: Centralizes customer data, including contact information, purchase history, preferences, and interactions across multiple channels, enabling personalized customer engagement.
- Segmentation and Targeting: Allows businesses to segment customers into different groups based on various criteria (e.g., purchasing behavior, demographics) to tailor marketing efforts and improve targeting.
- Sales Tracking and Management: Tracks customer purchases, order history, and browsing behavior to provide insights into sales trends and help businesses manage their sales pipeline more efficiently.
- Marketing Automation: Automates repetitive tasks such as email marketing, social media posts, and other marketing campaigns, allowing for personalized communication based on customer behavior and preferences.
- Customer Service and Support: Integrates customer support tools, including live chat, email, and ticketing systems, to provide timely and effective customer service and support.
- Analytics and Reporting: Offers detailed analytics and reporting tools to track key performance indicators (KPIs), customer engagement metrics, sales effectiveness, and campaign performance, enabling data-driven decision-making.
- Multi-channel Management: Manages customer interactions across multiple channels (e.g., web, email, social media, mobile) in a unified manner, ensuring a consistent and seamless customer experience.
- Customer Loyalty and Retention: Supports loyalty programs, rewards, and other strategies aimed at increasing customer retention and encouraging repeat business.
- Social Media Integration: Integrates with social media platforms to monitor brand mentions, engage with customers, and leverage social channels for marketing and customer service.
- Personalization: Leverages customer data to personalize the shopping experience, including product recommendations, targeted promotions, and personalized communications, to enhance customer satisfaction and increase sales.
- Compliance and Security: Ensures the security of customer data and compliance with data protection regulations (e.g., GDPR) through robust data management and security measures.
Ecommerce CRM systems are crucial for online businesses looking to enhance their customer relationships, increase sales, and improve operational efficiency by providing a comprehensive suite of tools to manage customer interactions and data across the entire customer lifecycle.
Benefits of Ecommerce CRM
Ecommerce CRM software plays a crucial role in modern online retail operations, providing tools and insights necessary for enhancing customer relationships and driving business growth. Here are some benefits of using ecommerce CRM:
1. Enhanced Customer Insights: Gain a deep understanding of customer behaviors and preferences. eCommerce CRM software aggregates and analyzes customer data, enabling businesses to tailor their marketing strategies and product offerings to meet the specific needs and wants of their target audience.
2. Personalized Marketing Campaigns: Deliver tailored marketing messages to different segments. Utilizing the detailed customer profiles created by eCommerce CRM, businesses can craft personalized marketing communications, increasing engagement rates and conversion opportunities.
3. Improved Customer Service: Streamline customer support and enhance satisfaction. With immediate access to customer history and preferences, support teams can provide more accurate, personalized assistance, leading to higher satisfaction levels and customer loyalty.
4. Increased Sales Opportunities: Identify upselling and cross-selling opportunities. By understanding customer purchasing habits and preferences, eCommerce CRM enables businesses to make targeted product recommendations, boosting average order values and revenue.
5. Efficient Operations: Automate and optimize sales and marketing processes. eCommerce CRM systems streamline operations by automating repetitive tasks, allowing businesses to focus on strategic activities and decision-making, ultimately leading to improved productivity and cost savings.
Ecommerce CRM software stands as a pivotal tool for businesses aiming to thrive in the competitive online marketplace. By adopting such a system, companies can not only understand and serve their customers better but also optimize their internal operations, paving the way for sustained growth and success.
Cost & Pricing for Ecommerce CRM
Ecommerce CRMs typically offer a range of pricing plans to accommodate businesses of all sizes, from startups to large enterprises. Here is an outline:
|$10 - $30/user/month
|- Contact management
- Basic reporting
- Email marketing integration
- Limited automation
|$50 - $100/user/month
|- Advanced analytics
- Customizable dashboards
- Marketing automation
- CRM integration
|$150 - $250/user/month
|- Custom development
- Dedicated support
- Advanced security features
- Unlimited automation
|- Basic contact management
- Limited email marketing
- Basic reporting
When choosing an ecommerce CRM plan, consider the size of your business, your specific needs, and future growth projections. Always assess the balance between the cost of the plan and the value it brings to your business, ensuring it aligns with your goals and budget.
What does 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. It can provide you with in-depth insights into how customers interact with your brand, and help you manage your sales process accordingly. It also makes it easier for your sales team to follow up with high-intent leads and send personalized communications to targeted customer segments.
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.
What is a CRM database?
A CRM database is a digital storage space for all of your customer data. This includes contact data for your leads and customers, behavioral data about how they’ve interacted with your brand, and information about their history with your products or services. A customer profile in your CRM might include details about when and where communication first happened, whether there have been any service issues, how long it took to convert them, and so on.
You can use the data from your CRM database in a number of ways. For example, you might implement a smart lead scoring model to help your reps target the most high-intent leads. Or, you can develop a marketing campaign to improve brand awareness or retarget past buyers. You can also track your lead generation channels and get a better overview of your complete sales funnel.
Additional Relationship Software Reviews
If you're looking for additional relationship management tools, I suggest checking out these other software reviews:
- Supplier Relationship Management Software
- Ecommerce Email Marketing Software
- Ecommerce Customer Service Software
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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