Ilija Miljkovac is a Techopedia writer with 7 years of experience covering all things tech. He writes about everything from cybersecurity to ISPs, ensuring businesses…
Building a reliable ecommerce CRM into your business can be invaluable for driving customer interactions and data management and can unlock a raft of ecommerce business benefits. Besides improving customer experience, the best ecommerce CRM software can enhance your team’s collaboration, communication, and data analytics performance.
However, CRM in e-commerce comes in all shapes and sizes, and finding a perfect match for your online business can be challenging. That’s why we’ve prepared a list of the best ecommerce CRM products to help you narrow your search and make an informed decision. In this article, you’ll find out why Monday, Salesforce, and Pipedrive offer the best service and how their competition compares.
After thorough research, we’ve created this list of the best e-commerce CRMs, which stand out from the competition based on their features, pricing, and integrations, among other key factors:
At its core, a CRM system can help ecommerce businesses manage and leverage customer data. It centralizes customer information in a single platform, including purchase history, preferences, interactions, and contact details, giving valuable insights into customer behavior, trends, and preferences.
This allows you to tailor the customer experience and enhance customer satisfaction with personalized marketing efforts and customer support. It also helps you with sales processes and identifying leads.
By allowing you to streamline the sales process with opportunity tracking, lead management, and sales pipeline monitoring, ecommerce CRM solutions can help your sales representatives gain a clearer overview of customer interactions. Your sales team can then use these insights into sales performance and areas of potential improvement to boost overall sales efficiency.
Besides sales monitoring, the best CRMs for e-commerce will enable you to better execute and design your marketing campaigns. A marketing-focused CRM system will let you segment the customer database based on factors including buying behavior, demographics, and consumer preferences.
This allows you to create personalized promotions, campaigns, and customer loyalty programs. If you strive to create a brand, a CRM with capable marketing features can help increase customer engagement and brand loyalty.
There are several mistakes you can make when selecting a CRM solution for your online business, and most stem from not having a clear understanding of your business needs or overlooking certain required features. You should take the time to assess workflows, customer management, and sales process requirements before committing to a CRM that may not cover all your requirements.
Neglecting the user experience can also be a mistake. You should look for a CRM solution with an intuitive and user-friendly interface to avoid a performance dip while your team adjusts to the software. You can potentially pay for onboarding and training services or take advantage of free trials to ensure a smooth transition to the new platform.
Not prioritizing data migration and data quality is another mistake to watch out for. Transferring data from a CRM or database product can be a smooth process with the right provider. However, it can also lead to numerous problems if your new CRM provider lacks data validation and monitoring features.
Ensure the new CRM system supports the same data formats and structures used by your team and has data validation features to identify and rectify any inconsistencies or anomalies during the migration process.
Here, we’ll dive into the details of each e-commerce CRM provider and highlight their unique features and pros and cons to help you find the best fit for your online business.
Monday offers an unmatched service with its easy-to-use platform and flexibility. It helps you and your team create and manage a reliable ecommerce customer journey map and effectively logs all customer interactions via SMS, email, or phone.
Monday gives you a centralized, customizable platform for all your business tasks and operations and allows you to visualize customer behavior and trends via its dashboards. That means you can store unlimited customer data and analyze your company’s performance via a single CRM dashboard.
Businesses of all sizes
Stripe, Zendesk, Mailchimp, Shopify, and more
This dashboard can include information such as number of clients, successful deals, revenue, and other metrics.
Besides its detailed dashboards and numerous integrations, Monday can help you design and launch email marketing campaigns, create sales pipelines, and keep track of all your contacts in one place. While it lacks payment processing tools, these versatile features ensure you never miss a lead or deal opportunity.
Although Monday keeps most of your data in a spreadsheet format, it offers over 200 intuitive templates for inventory management that go above and beyond the standard inventory templates. These templates allow you to analyze your stock in a flash based on unit prices, stock quantity, and recent changes, among other filters.
Although moving all this data to a single program may seem daunting, Monday helps you get comfortable by importing your contacts, deal management, and inventory lists. In addition, it lets you start with warehouse and marketing automations immediately and automatically analyzes your stock to prepare for low-stock alerts.
It also offers plenty of integrations, allowing your team to continue using the software you built your business on, meaning you won’t have to sacrifice your existing tools or productivity with Monday.
Monday is a great product, and we consider it to be the best CRM software overall today.
Subscribing to Monday’s services requires you to specify how many seats you need, with a minimum of three at $10 each per month. You’ll need a quote from its sales department for more than 40 seats.
Salesforce is one of the best B2C and B2B CRM examples and is a powerful tool for reaching almost any target audience. While many B2C and B2B solutions overlap, Salesforce offers advanced features to deal with the complexity of selling to businesses and makes B2C selling even more straightforward.
Whichever solution you require, Salesforce will ensure your customers return and help you stay ahead of the curve.
30-day Free Trial
Slack, LinkedIn, HubSpot, QuickBooks, and more
Salesforce offers a variety of subscription-based plans, including Sales Cloud, which simplifies the way your teams communicate internally and with clients. It also grants access to relevant customer data, like communication history and interests, for all your team members. That means the customer experience will be more streamlined and optimized for existing and returning customers.
It also gives you an in-depth insight into your ecommerce KPIs (key performance indicators), which it can use to provide different forecasts on sales, including email engagement, revenue, and subscriber retention.
While Salesforce’s interface may feel a little outdated, and there’s a learning curve to the platform’s deeper functionality, it’s an excellent choice for sellers looking to scale their ecommerce business. Thanks to its comprehensive data analysis features, you’ll have better insights into your customer journeys so you can increase conversion rates.
In addition, each of its unique components has its own reporting and analytics tools. This means you’ll have access to up-to-date CRM data, which is crucial for informed decision-making.
A reliable reporting and analytics tool also lets you create and track your sales funnel through all its stages with detailed and accurate reports, which can boost your revenue and help you differentiate warm leads from cold leads.
Salesforce offers plans for e-commerce businesses of all sizes, with the cheapest plan starting at $25/user/month. Its more expensive plans offer advanced features like forecast and pipeline management, customizable reports and dashboards, and more.
Pipedrive offers one of the most straightforward e-commerce CRM solutions and excels at contact management and customer interactions. Although it’s mainly a sales and monitoring CRM system, Pipedrive can assist any e-commerce business with its inventory management, email marketing, and automation features.
Don’t let Pipedrive’s simplicity fool you, though, as it provides one of the most comprehensive CRM solutions available, especially since it allows integrations with more than 400 third-party apps.
14-day Free Trial
Slack, Zendesk, Zapier, Shopify, and more
Pipedrive can help you outperform your competition and meet your customer’s needs by providing personalized interactions, tailored email marketing, and customer support features. In addition, it offers excellent automation that frees up your time for high-value activities, increasing your productivity.
For example, you can set up an automated workflow to automatically schedule follow-up calls after deals move to a specific stage in your sales pipeline.
However, before you can progress deals, you’ll need an audience you can turn into regular customers. Pipedrive can help you track and visualize your communications with your current or future customers via its advanced dashboards and timelines.
It offers a variety of ready-made email templates and features like group emailing and two-way email sync to help your team send emails and follow up on leads.
Although Pipedrive has no free version, your team will quickly get used to its intuitive interface, which allows it to track customers from the first contact to the latest transaction. We rate Pipedrive highly among the best CRMs for small business, and it’s great for organizations that are scaling up.
Pipedrive’s Essential plan is one of the cheapest in the industry at just $9.90, and it can help small businesses boost their sales, customer relationships, and marketing performance. It also allows you to integrate various apps with Pipedrive, including Google Maps, which you can use to see your customers’ locations and plan your routes to them.
HubSpot is an ideal customer analytics tool for first-time CRM users because of its simple yet effective reporting and dashboard features. In addition, it offers one of the most comprehensive free CRM plans, which you can use to train your team before you commit to a subscription.
The free plan requires no credit card for signup, and it provides the fundamental tools for your marketing, sales, and customer support teams, as well as CMS and operations tools.
Gmail, WordPress, Shopify, Mailchimp, and more
HubSpot lets you associate users with individual products and marketing campaigns, which provides granular visibility into how each source contributes to the overall revenue figure. This in-depth insight into customer data and behavior can help you make informed business decisions.
Thanks to its reliable integrations with various automation platforms, shopping carts, analytic tools, and payment processors, HubSpot provides a centralized platform that keeps track of all relevant processes and makes it easy for your team to access such data.
Having all customer data in one place also allows your team to launch personalized marketing campaigns that reach the right people at the right time, increasing your company’s performance. That all means you can supercharge ecommerce with Hubspot by making the most of its email marketing tools.
Although it has a limited learning curve – so your ecommerce team can launch marketing campaigns and use its customer analytics tools without technical expertise – it limits your marketing contacts to 1,000 on its cheapest plan.
HubSpot’s starter plan costs $30/month for up to two users, and each seat above that costs $25/user/month. While its free plan is feature-rich and convenient for small teams, you’ll notice HubSpot branding on most of its features.
Act! is an ideal solution for SMBs looking to improve email marketing campaigns and develop lasting customer relationships. It helps your marketing, sales, and customer support teams understand your customers by providing detail-rich customer profiles.
Customer profiles include information such as family names, company names, occupations, and even hobbies, allowing your team to personalize their experience with your platform, which leads to lasting relationships.
BigCommerce, Ecwid, Shopify, Freshdesk, and more
Act! offers excellent marketing automation tools that help your teams understand their contacts and what type of product or service attracts them the most. You can also include its communication automation tools to improve the productivity and efficiency of your sales, marketing, and customer support teams by automating some responses.
Besides making it easy to launch and maintain marketing campaigns, Act! provides 30 customizable and unique report templates and allows you to organize contacts with similar interests into dynamic groups. That means you’ll always locate customer information quickly via its centralized database, and you can send targeted emails to individuals or grouped contacts.
However, you can only edit the parts that affect the data in these reports, meaning you’ll have to get used to Act! ‘s interface and feel, which is somewhat outdated. While it may be clunky, the interface offers some of the easiest ways to create automated workflows, reports, and analytics.
Act! has three plans, with the cheapest being its Act! Premium Cloud plan that costs $30/user/month and offers online access. Its on-premises plan costs $37.50/user/month and gives you offline access, and for $40, you can have the best of both worlds.
Oracle NetSuite helps your sales, marketing, and support teams drive sales by providing a unified view of your prospects, customers, partners, and vendors with real-time updates.
Oracle NetSuite helps you deliver an optimal customer experience with managed expectations by providing unmatched visibility into customer relationships, support cases, inventory, and order history.
Sales Force Automation
Shopify, Google Drive, Outlook, and more
This unified view allows your sales representatives and managers to standardize best practices for winning deals by adjusting your sales process with the customer buying process.
While Oracle NetSuite offers a feature-rich CRM solution, it works best if you invest in all its products, which can be very expensive. However, investing in just its CRM for e-commerce lets you automate sales and marketing and improve your customer and partner relationships.
Oracle NetSuite prices its services based on the size of your business and its needs and preferences. However, it doesn’t disclose its pricing publicly, meaning you’ll have to contact its sales department to schedule a price consultation. In addition, it charges a one-time fee for the initial setup.
Zoho is the best CRM for e-commerce platforms focused on growth and in need of a fully customizable solution. It’s trusted by some of the largest e-commerce platforms today, including Amazon.
Zoho lets you build automated workflows that focus on time management and team collaboration to increase the productivity of your sales, marketing, and customer support teams. It excels at preventing and breaking down data silos that hinder your business operations and reduce the quality of customer experience.
15-day Free Trial
Shopify, Google Drive, Gmail, Slack, and more
By providing CRM integration with e-commerce platforms like Shopify, Zoho helps you keep track of your inventory, monitor customer behavior, and process orders. Synchronizing this data lets you service actionable insights, create custom reports and dashboards, and measure operations in real-time to drive growth.
Although Zoho offers an intuitive interface, it has a steep learning curve. SMEs and Enterprises will likely need to pay for Jumpstart, an end-to-end service that can help your business with setup and onboarding.
Zoho’s cheapest plan costs as little as $14/user/month, but large businesses and enterprises might want one of its more expensive plans with advanced features.
FreshSales offers an unmatched contact scoring and sales forecasting service, thanks to its AI-powered assistant that’s available even via its cheapest plan.
FreshSales is a budget-friendly solution that helps you prioritize and personalize your customer engagement and maximize efficiency with its AI-powered deal insights and sales forecasting. The AI-powered assistant can parse emails and analyze historical data to provide sales cycle-accelerating solutions that lead to successful outcomes.
Shopify, Quickbooks, WooCommerce, and more
In addition, FreshSales lets you create multiple sales pipelines, including weighted pipelines that you can use to assign probability across stages, track your deals’ conversion, and forecast revenue.
It also offers a product catalog feature that helps you maintain your inventory and configure pricing models, discounts, and tax brackets in multiple currencies. However, although its interface is easy-to-use, its customer support team is less reliable than its competition.
FreshSales offers a comprehensive free plan for up to three users that includes a visual sales pipeline, workflow automation, and engagement tools. Its cheapest premium plan costs $15/user/month and adds AI-powered contact scoring and contact and deal management features.
Maximizer CRM helps you convert and retain customers with its branded email templates for simple announcements or whole campaigns. It lets you insert headers and footers to emphasize your brand’s look and feel and helps you personalize your messages for higher open and click-through rates.
Maximizer CRM helps you create targeted promotions with a personalized touch while keeping track of new users and unsubscribers. In addition, it will provide detailed reports of your marketing campaigns, helping you understand performance and improve your segmentation.
Mailchimp, Zapier, Slack, and more
It also excels at combining reports for marketing, sales, and customer support teams, which helps you up-sell and cross-sell to your existing customer base. It achieves this by centralizing customer information, which helps your teams collaborate and focus on what matters to each customer.
Although it provides a feature-rich solution, Maximizer CRM can be expensive, especially if you opt for its Sales Leader plan.
Maximizer CRM offers two subscription plans: Base Edition, which costs $65/user/month and focuses on SMBs, and Sales Leader Edition, which costs $79/user/month and works best for large companies.
SageCRM helps you deliver a better customer experience by improving your sales and marketing processes and customer service.
SageCRM is a feature-rich e-commerce CRM solution focused on reporting, analytics, and customer service. It lets you create sales pipelines and predict cash flow and revenue using “what if” scenarios. This predictive analytics method can help your organization with decision-making and planning.
Zapier, BigCommerce, Mailchimp, and more
Although it offers exceptional analysis features for your company and customers, it lacks the tools for competition analysis, which allow you to track your competitors’ performance. While its platform isn’t as user-friendly as some of its competition, you can always expect a quick response from its customer support team if you encounter an issue.
It also helps you improve your company’s customer support via its excellent ticketing system and self-service portals. Combined with its in-depth reporting feature with standard and custom reports, you’ll always have an end-to-end view of the customer life cycle and opportunities to capitalize on up-selling and cross-selling.
SageCRM offers a variety of premium plans with some of the most advanced features in the industry. However, it doesn’t disclose its pricing publicly, meaning you’ll have to contact its sales department for a quote to fit your business needs.
Let’s see how the providers from our list compare head-to-head based on their starting price, integrations, and other factors:
Each CRM for e-commerce has a different approach and set of features designed to help you improve your online presence. While your choice of ecommerce customer relationship management software should depend on your needs and preferences, there are some key features to look for in each platform, supporting customer acquisition and the growth of your business.
Here’s a list of crucial factors to consider as you look for a CRM solution for your ecommerce business:
These features encompass tools and capabilities essential for any CRM system and are needed in every industry and use case. Look for CRMs with a solid foundation of features for growth, customer interaction, and automations. Consider CRM solutions with customizable data fields, reports, and capable data analytics to adapt the CRM system to your company’s specific needs and workflows.
Reporting tools are crucial for analyzing key performance metrics, which allows you to gain insight into your online businesses’ sales activities, performance, and customer behavior. Look for a CRM system with reliable reporting tools you can use to evaluate marketing strategies and trends and make informed decisions to improve customer experience.
Advanced CRM ecommerce integration includes features that provide additional capabilities for online businesses. These features allow you to deliver an ideal online shopping experience to your customers and help you optimize your marketing efforts and streamline operations.
Look for CRMs with email marketing features that allow you to engage with your customers and send personalized messages. For example, you could create and automate a personalized email campaign that automatically sends abandoned cart reminders to your customers.
Consider CRM software with built-in inventory management and payment processing features if you need an all-in-one platform for your online business. These features allow you to track stock levels, automate inventory replenishment, manage product variants, and ensure smooth and secure payment processing.
Integrations extend the functionality of a CRM system by connecting it to a variety of third-party apps vital for e-commerce businesses. For example, integrations with popular e-commerce platforms like WooCommerce, Shopify, or Magento allow you to synchronize inventory, product catalogs, and order information between the CRM and your online stores.
Look for CRMs with integrations with third-party apps for shipping, marketing, or customer support tools to leverage the full potential of the CRM e-commerce solution.
You should carefully consider the pricing models of each CRM solution and pick one that suits your online business based on its requirements, size, and budget. Most CRM providers offer multiple plans for online businesses of different sizes, needs, and budgets.
To ensure scalability, consider subscribing to a more expensive plan if you expect company growth, or look for a CRM that lets you seamlessly upgrade to a different plan. That helps you avoid needing to switch to another CRM in the future.
The question is hence not, “How much does CRM cost?” But, “What’s the ROI on the features that you’re acquiring?”
While evaluating features relevant to managing an online business, we’ve found that each CRM on our list has unique qualities to benefit different companies and sectors. Although you can’t go wrong with any option on our list, following our guide will help you pick the best one for your business.
With that said, we’re confident that Monday offers the best CRM services for e-commerce through its flexible and easy-to-use platform. This centralized solution provides unparalleled service quality and features for all departments, including sales, marketing, and customer support.
It offers intuitive data migration, excellent inventory management tools, numerous integrations, and advanced features to improve customer engagement and experience. In addition, it has a free-forever plan you can use to train your team before committing to a subscription. In short, it can redefine what ecommerce means for your business.
An ecommerce customer relationship management (CRM) software product is a CRM with features that fit online retailers. It can help your business track your engagement with current and potential customers, ensuring you make informed decisions. In addition, it provides a centralized platform for inventory management, lead and opportunity tracking, marketing campaigns, and more.
A CRM is crucial for all sorts of businesses, including online retailers, because it allows them to provide optimal customer experience and gain access to advanced reporting, forecasting, marketing, and other features. That allows businesses to make data-driven decisions and optimize their sales, marketing, and customer support strategies.
E-commerce, or electronic commerce, refers to the buying and selling of goods and services online. It eliminates the need for physical stores and allows you to do business globally, 24/7. There are three main types of ecommerce transactions: business-to-consumer (B2C), business-to-business (B2B), and consumer-to-consumer (C2C).
Although it’s not mandatory, using a CRM system for e-commerce is highly beneficial. It allows you to provide exceptional customer service, make data-driven decisions, and gain in-depth customer and market insights. While small businesses may manage without a CRM, it becomes increasingly valuable as your business grows and helps you boost your sales and achieve long-term success.
HubSpot, Zoho, and Pipedrive are some of the easiest CRM solutions to use, even for beginners. Zoho provides a modern, customizable interface that’s easy to navigate but has a slight learning curve. Pipedrive excels at visualizing your sales pipeline and has a straightforward interface. HubSpot offers intuitive drag-and-drop functionality for most of its reports and dashboards.
That depends on your needs and preferences, as each provider offers versatile plans that increase in price depending on their features. While some providers are more expensive than others, you can get started with e-commerce CRM solutions for as little as $9.90/user/month. The average price is $30 to $40/user/month for CRMs with AI-powered assistants and other advanced tools.
While Shopify offers some basic CRM features, such as order history and customer profiles, it’s an ecommerce software product that doesn’t provide the full range of features found in dedicated CRM systems. However, most CRM systems integrate with Shopify, allowing you to use a single, centralized platform for all your processes and data management.
Ilija Miljkovac is a Techopedia writer with 7 years of experience covering all things tech. He writes about everything from cybersecurity to ISPs, ensuring businesses and customers are educated about the latest products and services. He's written for publications such as Business2Community, TheTechReport, Comparitech, and more. When he's not maniacally hacking away at his keyboard, Ilija spends his time either hiking in nature or holed up in his apartment gaming.
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