Last Updated: May 15, 2024


Ifrah Khan


Ever feel like your customers are a closed book? You throw out promotions, tweak your website, and cross your fingers, hoping something, anything, resonates. But in ecommerce, guesswork leads to lost sales and frustrated shoppers. This is where Ecommerce CRM plays an important.

It's like slipping into a pair of X-ray specs for your business, letting you see your customers not just as usernames and order numbers, but as real people with desires, habits, and buying triggers.

Hear from Industry Experts about Ecommerce CRM Importance

"CRM systems are no longer just for managing customer relationships; they're now essential tools for driving ecommerce growth. By providing a 360-degree view of the customer journey, CRMs empower businesses to personalize experiences, optimize conversions, and build lasting loyalty." - Mitch Russo, Founder and CEO of Zephyr Consulting, a leading ecommerce consulting firm.

"The future of ecommerce CRM lies in AI-powered automation and hyper-personalization. CRMs will use AI to automate repetitive tasks, predict customer behavior, and deliver contextualized experiences across all touchpoints, leading to increased engagement and sales."Mary Meeker, Partner at Kleiner Perkins, a renowned American venture capital firm.

What is CRM For Ecommerce?

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.

centralizes customer data - Ecommerce CRM

12 Best Ecommerce CRMs to Turn Leads into Loyal Customers

HubSpot - Best Free CRM with Customer Analytics

Ecommerce CRM - Hubspot

HubSpot is an all-in-one CRM platform designed for ecommerce entrepreneurs seeking simplicity and ecommerce integration. With user-friendly features for contact and lead management, email marketing, and analytics, it empowers your business to enhance customer engagement and automate marketing efforts seamlessly.

Key Features for ECommerce

  • Customer Segmentation
  • Email Marketing & Tracking
  • Contact Management
  • Detailed Reports & Analytics
  • Sales Automation
  • Call Tracking

Customer Reviews: Users appreciate its all-in-one approach. Ecommerce businesses like Luxy Hair have successfully utilized HubSpot to enhance customer engagement and streamline their marketing efforts. (more reviews)

Marketo -  Best for Driving Top-of-funnel Activity

Best Crm for Ecommerce - Marketo

Marketo, although primarily a marketing automation platform, plays a pivotal role in optimizing customer relationships for ecommerce businesses. By seamlessly integrating with CRM systems, Marketo enhances lead management and ensures a cohesive approach to customer interactions. Its focus on lead nurturing and campaign management empowers ecommerce entrepreneurs to deliver targeted and personalized content.

Marketo has been successfully utilized by industry leaders like Ticketmaster and PayPal, underscoring its effectiveness in creating impactful customer journeys and increasing conversions.

Key Features for Ecommerce

  • Lead Management
  • Integration with CRM Systems
  • Personalized Campaigns
  • Proven Success

Customer Review: Marketo stands out as a valuable and trusted solution for ecommerce entrepreneurs looking to elevate their CRM strategies with a focus on precision and efficiency. (More reviews)

Salesforce - Best for Growing Sales Teams

best crm for ecommerce: salesforce

Salesforce Commerce Cloud is one of the best CRM for ecommerce tailored for businesses, offering scalability and customization. It provides a suite of features including lead and opportunity management, customer segmentation, and marketing automation. It excels in streamlining customer engagement and optimizing overall experiences.

Key Features for Ecommerce

  • Ecommerce Analytics
  • Reports and control panel
  • Forecast for sales
  • Files sharing & sync

Customer Reviews: Users praise its scalability and customization options. Ecommerce examples include Adidas and Unilever, which have effectively utilized Salesforce Commerce Cloud for customer engagement. (More reviews)

Zoho - Reach Customers Across Every Channel!

crm for ecommerce - ZOHO

Zoho CRM stands out for its affordability and user-friendly interface, making it an ideal choice for small to medium-sized ecommerce businesses. Offering workflow automation, sales forecasting, and integration with various ecommerce platforms.

Key Features for ECommerce 

  • Automated Lead Management & Scoring
  • Marketing Automation
  • Sales Enablement
  • Omni-channel Engagement
  • Real-time Customer Insights

Customer Reviews: Known for its affordability and ease of use. Ecommerce examples include Heal's and Vitality 4 Life, which have leveraged Zoho CRM to streamline sales processes. (More reviews)

Shopify Plus - Best Platform for High-growth Businesses

Shopify Plus- crm for ecommerce

Shopify Plus is effortless commerce management, in one central place. Control all your business with Shopify’s suite of customizable and extensible solutions, designed to work perfectly with your tech stack.

Key Features for Ecommerce

  • Marketing Automation
  • Reporting and Analytics
  • Contact Management
  • Shopify Scripts

Customer Reviews: Widely popular among small to medium-sized ecommerce businesses. Brands like Gymshark and Allbirds have benefited from Shopify Plus's CRM capabilities. (More reviews)

Microsoft Dynamics 365 Commerce - Unified Commerce at Scale

best ecommerce crm - Microsoft Dynamics 365 Commerce

Part of the Microsoft Dynamics 365 suite, Microsoft Dynamics 365 Commerce is designed for enterprise-level ecommerce businesses. With features like customer insights, order management, and seamless integration with Microsoft tools, it has been effectively used by top industry leaders.

Key Features for Ecommerce

  • Ominichannel Support
  • Advamced Analytics
  • Order management
  • Unified ecommerce platform

Customer Reviews: Widely adopted by enterprise-level ecommerce businesses. Companies like HP and McLaren have effectively used Microsoft Dynamics 365 Commerce. (More review)

Pipedrive - Best to Build a Custom Sales Pipeline

best ecommerce crm - Pipedrive

Pipedrive is a CRM platform ideal for businesses seeking a simple yet effective solution, particularly for sales pipeline management, especially for B2B ecommerce. It comes with an intuitive interface, sales pipeline management, contact management, and goal tracking.

Key Features for Ecommerce

  • Lead & Pipeline Management
  • Email Creation, Segmentation, & Marketing
  • Product & Pricing Management
  • Order & Quote Management
  • Sales Forecasting

Customer Reviews: Ecommerce businesses like Ooni, a pizza oven manufacturer, have found success in utilizing Pipedrive for improving customer interactions and increasing sales. (More reviews)

Ecommerce isn't your only market? Explore our dedicated blog on the power of real estate CRMs and learn how CRM in real estate can open a world of possibilities in real estate too.

Engagebay - Affordable All-In-One CRM Software

best ecommerce crm - Engagebay

EngageBay stands out as a tailored CRM platform designed explicitly for ecommerce businesses. Known for its user-friendly interface and seamless integration with ecommerce operations, EngageBay streamlines customer interactions and enhances sales processes.

Key Features for Ecommerce

  • Track emails
  • Schedule Appointments
  • Data-driven Lead Management
  • Sales Automation

Customer Reviews: We use EngageBay every day, heavily for Email Marketing purposes. We have used many other tools like Mailchimp, Zoho, etc. before. EngageBay offers almost all features compared to other tools but for a much more affordable price. (More reviews)

Act - Best Ecommerce CRM For Small Businesses

ecommerce crm - Act

Act! facilitates seamless integration with ecommerce operations, enabling businesses to optimize customer interactions and drive sales. With a focus on efficiency and simplicity, Act! is a valuable CRM choice for ecommerce entrepreneurs looking to enhance customer relationships and streamline their sales processes.

Key Features for Ecommerce

  • Sales Pipeline Management
  • Calendar and Task Management
  • Campaign Management
  • Customer Management

Customer Reviews: One notable aspect of ACT RM is its robust contact management system, offering extensive history tracking and seamless email integration. (More reviews)

Freshworks - Best Marketing Automation Software

Freshworks - Best Marketing Automation Software

Freshworks simplifies and optimizes your marketing, sales, and customer engagement efforts, making it a one-stop solution for your growing business. As an ecommerce CRM, it grants easy access to vital information and metrics crucial for your success. The pricing is flexible, adapting to your specific operational needs.

Key Features for ecommerce

  • Market Segmentation
  • Behavioral Analytics
  • Omni-Channel Marketing Automation
  • Autoresponders & AI Chatbots
  • Sales Forecasting

Customer Reviews: The Freshworks platform offers everything you need to deliver intuitive and engaging experiences across the board. (More reviews)

Thryv - Best CRM For Small Businesses

ecommerce crm - Thryv

Thryv's Ecommerce CRM platform is designed to enhance your online business. Streamline operations, manage customer interactions, and optimize marketing strategies seamlessly. With Thryv, access essential information effortlessly, fostering efficiency and growth.

Key Features for ecommerce

  • Customizable Invoices
  • Email Marketing
  • Advertising Campaign
  • Review Generation
  • Lead Management

Customer Reviews: Thryv's platform allows you to customize communication and scheduling. It allows the business to maintain its culture and branding, while gaining a superpower in streamlining communication, and documentation. (More reviews)

Freshsales - Best for AI-driven Sales Engagement

ecommerce crm - Freshsales

Freshsales is the go-to Sales CRM software for businesses aiming to sell smarter and close deals faster. What sets it apart is its AI-driven sales engagement features, including AI-powered contact scoring, predictive deal insights, and intelligent workflow automation.

These capabilities boost productivity and effectiveness in managing sales processes, making Freshsales a standout choice for businesses seeking a strategic edge in their sales endeavors.

Key Features for Ecommerce

  • Custom Modules
  • Workforce Management
  • Event Tracking
  • Sales Lead Tracking

Customer Reviews: The fact that Freshsales gives a central view of the sales activities done at the comfort of a dashboard. And that the tool is accessible also on a mobile device. (More reviews)

These points give you information about different CRM to choose from. However, you can also employ ecommerce consulting services to make a better decision.

ecommerce crm - contact us

Selection Criteria For The Best CRM for Ecommerce

How did I pick the best ecommerce CRM software to add to my list? I started with a long list of CRM platforms with positive user reviews, then narrowed it down based on the functionalities that make a CRM solution especially suitable for ecommerce businesses. 

Here’s an overview of the exact selection criteria I used to evaluate and compare each software that made it onto my list:

Remember, the "best" CRM is the one that aligns seamlessly with your business needs and budget. Consider factors like;

Business Size and Budget

Consideration: The size and budget of a business play a crucial role in selecting the right CRM software.

Research Approach: I started by categorizing CRM platforms based on their suitability for different business sizes. For startups with limited budgets, I looked into options like HubSpot and Nutshell, which offer free or affordable plans. For larger companies with greater scalability needs, Salesforce and Dynamics 365 were considered due to their extensive features and capabilities.

Outcome: This approach ensures that businesses can find a CRM solution that aligns with both their operational scale and financial constraints.

Specific Ecommerce Needs

Consideration: Recognizing the unique requirements of B2B or B2C ecommerce is essential for a CRM to be effective.

Research Approach: I prioritized CRMs that offer specialized features tailored to the ecommerce sector. Features like abandoned cart recovery, product recommendations, and seamless integration with various online store platforms were key considerations. This involved studying the feature sets of each CRM and evaluating their relevance to the ecommerce workflow.

Outcome: By focusing on specific ecommerce functionalities, the selected CRM solutions are better equipped to address the distinctive challenges and opportunities within the ecommerce industry.

User Experience

Consideration: The user-friendliness of a CRM platform is vital for successful adoption and increased team productivity.

Research Approach: I delved into user reviews, conducted usability tests, and explored the interfaces of shortlisted CRMs to assess their overall user experience. Platforms with intuitive designs, easy navigation, and robust training resources were prioritized.

Outcome: By emphasizing user experience, the selected CRMs are more likely to be embraced by teams, leading to smoother implementation and enhanced efficiency in managing customer relationships.

Integration Capabilities

Consideration: Seamless integration with existing tools and platforms is crucial for maintaining workflow continuity.

Research Approach: I thoroughly examined the integration capabilities of each CRM, considering compatibility with popular business tools, marketing automation platforms, and ecommerce systems. This involved assessing the availability of APIs, pre-built connectors, and documentation.

Outcome: The inclusion of CRMs with strong integration capabilities ensures that businesses can integrate their CRM seamlessly into their existing tech stack, reducing disruptions and enhancing overall operational efficiency.

Why Does Your Growing Business Need Ecommerce CRM Integration?

The Ecommerce CRM adoption rate, at 24.7%, is higher than that of other sectors. This is not surprising, considering the immense advantages it has for such businesses. 

Customer Focus: An Ecommerce CRM (Customer Relationship Management) system allows businesses to centralize customer information, interactions, and feedback. This centralization enables a more comprehensive understanding of customer needs and preferences.

Data-Driven Decisions: CRM integration allows businesses to collect and analyze customer data efficiently. This data can be used to identify trends, understand customer behavior, and make informed decisions regarding inventory management, pricing strategies, and marketing campaigns.

Personalization: Ecommerce CRM systems allow businesses to create personalized experiences for customers by tracking their purchase history, preferences, and interactions.

Multi-Channel Integration: CRM integration in ecommerce allows businesses to synchronize customer data across different channels, such as multi stores, online stores, social media, and mobile apps.

Automation: Automation within CRM systems reduces manual workload, minimizes errors, and ensures consistency in tasks such as order processing, customer communications, and data entry.

Take the next step for your ecommerce business. Integrate CRM now and experience a positive shift in efficiency, customer satisfaction, and overall success.

How Narola Infotech Can Help with eCommerce CRM Integration in Your Business?

A successful Ecommerce CRM is the key to delivering personalized customer experiences that win business and build lasting brand loyalty. However, not all integration requirements are simple and can involve extensive technical knowledge and expertise or the right digital solution partnership.

When it comes to CRM integration, Narola Infotech, a successful ecommerce development company, stands out as an expert in the field. Our expertise ensures a seamless integration process, providing your business with the tools and insights necessary to thrive in the competitive online market.

Frequently Asked Questions (FAQ)

See the answers to some of our most commonly asked questions below.

An ecommerce CRM (Customer Relationship Management) system is specialized software that centralizes customer data for online businesses. It optimizes customer relationships by offering insights into preferences and purchase history.
This tool empowers personalized experiences, streamlines sales processes, and enhances marketing strategies, ultimately boosting customer satisfaction and loyalty in the online retail sector.

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