Best Ecommerce CRM Software
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PRODUCTS
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PRICE GUIDE
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BUYER'S GUIDE
Buyer's Guide
By Shweta Joshi, Market Analyst and Technical Content Writer at SelectHub
Ecommerce CRM software centralizes customer databases, manages all customer touchpoints and provides analytics to continually optimize operations.
With the number of global eCommerce users expected to grow to 5,263.6 million by 2027, handling your organization’s customer relationships is imperative.
If your company has outgrown managing its processes and interactions, or you’re scouting for a better way to manage omnichannel marketing campaigns, you’ve come to the right place. In this buyer’s guide, we’ll go over the benefits and features of an eCommerce CRM to help you pick an ideal solution.
Executive Summary
- Ecommerce CRM software helps online businesses build customer retention and sell more.
- The ideal eCommerce CRM solution offers capabilities to centralize customer databases, streamline customer interactions, manage marketing campaigns, offer omnichannel support, and provide detailed insights and analytics on key business metrics.
- Make sure to ask potential vendors some important questions you have about the software before committing to a purchase.
What Is Ecommerce CRM Software?
Ecommerce CRM software is a set of tools that helps eCommerce businesses manage and optimize customer interactions and relationships. By providing a central platform for managing customer data, communication, and interactions, eCommerce CRM software assists businesses with increasing customer satisfaction, retention and loyalty to drive more sales and revenue.
Primary Benefits
An eCommerce CRM differs slightly from traditional CRM in terms of the benefits they deliver. The right eCommerce CRM can benefit a business in many ways. But some of the primary advantages include:
Centralize Customer Databases
- AI Chatbots
- Chatbot
- Cloud CRM
- Computer Inventory
- Contact Management
- CRM Insurance
- CRM
- Customer Database
- Customer Engagement Platforms
- Customer Service
- Customer Success
- Email Ticketing Systems
- Help Desk
- Help Desk Software For Schools
- Issue Tracking
- Knowledge Base
- Lead Management
- Live Chat
- Marketing Analytics Software Tools
- Remote Desktop
- Retail CRM
- Sales Force Automation
- Service Request
- Ticketing
Ecommerce CRM software captures and stores customer data in a single, centralized database. This data can include customer contact information, purchase history, preferences, and feedback and can be used to create personalized and targeted marketing campaigns.
These tools help online businesses segment their customers based on purchase history, then send targeted emails or promotions to these segments, offering products and services that match their interests.
Streamline Customer Communication
An eCommerce CRM system can automate and streamline customer interactions and communication. It can automate customer service tasks, such as responding to common customer inquiries or complaints and sending personalized order confirmations and shipping notifications. These features can help businesses save time and resources and allow them to focus on more strategic and high-value tasks.
Leverage Analytics
These platforms provide valuable insights and analytics that can help businesses understand their customers and their needs. It can track customer engagement and behavior, such as website visits, clicks and purchases, while providing detailed reports and analytics.
Businesses can identify trends and patterns and make data-driven decisions about their marketing and sales strategies.
Key Features & Functionality
Ecommerce CRM software has a wide range of capabilities, and the features will vary from provider to provider. However, here are some standard features found in the majority of products:
Centralized Customer Database | Capture and store customer data in a single, centralized database. Include customer contact information, purchase history, preferences and feedback. Use the database to create personalized and targeted marketing campaigns. |
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Automated Customer Communication | Streamline customer interactions and communication, such as responding to common customer inquiries and complaints or sending personalized order and shipping notifications. |
Segmentation and Targeting | Segment customers based on various criteria, such as purchase history, preferences or feedback, and then send targeted marketing campaigns to these segments. |
Campaign Management | Manage a wide array of marketing efforts and collect data to determine which campaigns work or need improvement. While support for email and social media campaigns is basic, some vendors may include SMS, direct mail, and additional channels to reach target audiences. |
Omnichannel Support | Orchestrate and track customer interactions across several channels like emails, messages, social media platforms and website engagement. |
Analytics and Reporting | This feature can include tracking customer engagement and behavior, such as website visits, clicks, and purchases. |
Third-party Integrations | Ecommerce CRM software can integrate with other systems and tools, such as email marketing platforms, social media networks and payment gateways, to provide a seamless and comprehensive customer experience. |
Software Comparison Strategy
Now you understand what features to look for in an eCommerce CRM. But, with the sheer number of options on the market, how do you make the right decision? Every organization is different, and when comparing software, you need to keep your organization’s specific needs in mind.
Determining your organizational needs is a good first step in your software comparison strategy. Think carefully about factors like the nature of your industry and the customers you typically serve.
Next, you need to research potential vendors. You can check online reviews, read industry guides and ask colleagues for their recommendations. Some vendors may even offer a free trial so you can see how your employees do with the program before committing.
With dozens of platform options and thousands of features, selecting suitable cleaning service software can be overwhelming. Fortunately, SelectHub provides a detailed guide on choosing the right business software via lean selection.
Cost & Pricing Considerations
Between 2017 and mid-2022, global investment in e-commerce software companies, including eCommerce CRM, reached an all-time peak in 2021, with over 4.8 billion U.S. dollars.
The overall cost of eCommerce CRM software can vary depending on the specific solution, features, and level of support and training. It’s important for businesses to carefully consider their needs and requirements and evaluate different software solutions to find the right balance of cost and capabilities. The important factors that affect the cost of a system include:
Pricing and Deployment Model
Ecommerce CRM software typically offer one of three pricing models: subscription-based, pay-as-you-go, or one-time purchase. Subscription-based pricing typically involves paying a monthly or annual fee, while pay-as-you-go pricing charges based on the number of users or interactions. One-time purchase pricing involves a single payment for the software but may require additional fees for updates or support.
Similarly, it can have three deployment methods – cloud-based, on-premise and hybrid. While on-premise software usually has a one-time purchase and deployment pricing, cloud and hybrid models have subscription and pay-as-you-go pricing plans. Check these two factors for any potential vendor first, as they have a large impact on costs.
Features and Customizations
Some software may provide basic customer management and communication tools, while others may offer more advanced features, such as analytics and reporting or integration with other systems. Customization can also be requested in some cases, such as adding custom fields and data points, integrating with other systems of tools, or developing custom features and functionalities.
Support and Training
Different vendors offer different levels of support and training, ranging from self-service online resources to dedicated support teams and on-site training. The level of support and training can impact the cost of eCommerce CRM software.
The Most Popular Ecommerce CRM Software
Now that you have the lay of the land, let’s examine some leading eCommerce CRM software. While there’s no such thing as an objective list of “best software,” here’s a quick overview of the highest-rated products according to our analysts.
Zoho CRM
With a pay-as-you-go pricing model, Zoho CRM caters to online businesses with capabilities like sales enablement, performance management, automation, lead and contact management, and team collaboration. One notable feature is its AI assistant Zia, which aids productivity, enhances data accuracy and helps users work smarter.
Analytics with Zoho CRM.
Salesforce Sales Cloud
Salesforce Sales Cloud is a subscription-based eCommerce software solution that offers a range of features and capabilities, including customer data management, communication and interaction, analytics and reporting, and integration with other systems.
Reports by Salesforce Sales Cloud.
HubSpot Sales
Equipped with a multitude of sales tools, HubSpot Sales helps users save time by efficiently managing processes. Its user-friendly feature set includes configurable pipelines, quote tools, templates, meeting scheduling, sales automation, playbooks and call tracking. It’s easy to extend capabilities by adding other HubSpot products to achieve coverage across the entire customer lifecycle.
Dashboard of HubSpot Sales.
Questions To Ask
Choosing an eCommerce CRM can be a complicated task. There are numerous vendors available on the market with different features, benefits and other facets. Before you search for the ideal solution, ask these guiding questions to better understand your company’s requirements:
- How will this tool help my organization grow?
- Who will be using the platform regularly? How many users will be required?
- Which is better: cloud or on-premise deployment?
- Which must-have features do I need in the solution, and are they included in the plan that fits my budget?
- What level of customization and scalability is required?
These questions will help you discuss your requirements with vendors:
- What’s the learning curve, and is training provided to support user adoption?
- How often are updates and enhancements offered? How do they affect the accessibility of the software?
- Does this vendor specialize in serving small, medium or large organizations?
- Does this company have a proven track record of customer success?
- What security and redundancy protocols are in place to protect data?
Next Steps
Choosing eCommerce CRM software that aligns with your business needs requires meticulous research and consideration. But once you land on the system that fits you like a glove, you’ll see improvements in your day-to-day operations.
The right eCommerce CRM solution will streamline business operations, optimize customer interactions and help you sell more. Hopefully, this buyer’s guide serves its intended purpose of being useful in your software selection process.
Still feeling overwhelmed in your product search? Get started today with our comparison report to gain insight into top software leaders.
Product Comparisons
- Top Salesforce Alternatives
- Top Hubspot Alternatives
- Zoho CRM vs. HubSpot Sales
- HubSpot Sales vs. Salesforce Sales Cloud
- Salesforce vs. Act! vs. Zoho
Additional Resources
Products found for Ecommerce CRM Software
Pipedrive
Pipedrive supports sales professionals in managing every phase of the sales process, from lead generation to customer contact. Forecasting enables sales reps to close more deals, and visual pipelines clarify what stage a lead is in and what action is required. Users can simplify and streamline tasks with automation and AI capabilities. It offers integrations and an open API, so companies can plug in third-party apps to further extend its capabilities.
Salesforce Sales Cloud
Suitable for companies of any size, Salesforce Sales Cloud delivers sales and customer service capabilities for both the B2B and B2C domains. It helps businesses work more efficiently, easily surface key metrics and share business data via integration. Capabilities include real-time tracking, visual workflows, forecasting, marketing tools and reports.Equipped with a mobile app for iOS and Android devices and deployed in the cloud, it enables unrestricted access so users can work from anywhere.
Zoho CRM
Zoho CRM enables an organization’s sales force to work more effectively and close more deals. It incorporates lead management, marketing automation, contact management, multichannel forecasting, territory management, and a host of other capabilities.Built with conversational AI, it supports users by predicting lead and deal success, offering a voice assistant, and suggesting activities to automate based on behavior analysis. Users can leverage workflow automation to streamline manual tasks and stay on top of performance with real-time reporting and analytics.
Dynamics 365 CRM
Microsoft Dynamics 365 CRM (formerly known as Microsoft Dynamics CRM) offers a suite of customer-focused capabilities to facilitate marketing, sales and customer service activities. Organizations can implement the products separately for specific business cases or together for a unified ecosystem. Field service and project service automation can be included if desired. It includes social media features, an onboarding dashboard and APIs that support modifying campaign elements. Visual editors enable creating and deploying mobile and web apps without the need for code. It’s available both in the cloud and on-premise. Features like Power BI and PowerApps are included only in the cloud version.
HubSpot CRM
HubSpot CRM provides a full suite of capabilities that aid smart teamwork and allow companies to track, organize and close sales seamlessly. It’s entirely free of charge and provides automated contact management, customized tracking and reporting.App marketplace integrations let users expand performance capability based on their needs to achieve optimum business growth. Additionally, users can increase traffic, generate revenue, connect and manage leads all from one panel. The option to connect with the marketing, sales, service and CMS hubs allows companies to receive even greater functionality.
Insightly
Insightly is a cloud-based platform with tools that support every phase of the customer lifecycle. The solution’s capabilities allow organizations to accomplish sales activities, nurture customer relationships and manage projects to deliver on customer orders. The software is best suited for small businesses, although several larger companies have had success with the product as well.
Streak CRM
Streak CRM is built into Gmail, allowing users to manage common sales tasks directly from their inbox. It facilitates pipeline management so users can track leads, follow up, collaborate and close deals. Three different pricing tiers make it useful for both individuals who need basic functions and companies that require more advanced capabilities. In addition to managing a pipeline, users can also leverage it to manage projects, foster business relationships, run fundraisers, provide customer support and execute other projects that require tracking details.
Infusionsoft
Infusionsoft by Keap is a comprehensive software platform designed to help small businesses save time and grow revenue. Rated as a top sales product for SMBs in 2019, this vendor brings automation and organization to sales and marketing activities. The available toolkit allows small businesses to gain extensive control over their efforts to help form personal, lasting connections with their customers. This product is suitable for individual business owners or small teams looking to scale and handle an increasing task load. The implementation includes a required kickstart package (available in three different price tiers) that helps users get set up with the program and positions them for success.
Freshsales
Freshsales is a cloud solution suitable for small and medium businesses across different industry verticals. Being one of the sales management and customer engagement offerings from Freshworks, it provides comprehensive features for managing leads and deals. Capabilities include a chronological timeline view of customer journey, AI-based lead scoring, built-in one-click phone, and native mobile apps for Android and iOS devices.
Spiro
Spiro employs native AI capabilities to help companies proactively manage leads and customers. It can be leveraged for common tasks like lead management and activity tracking, as well as more advanced functions such as sales enablement and analytics.It helps evaluate sales data and assists sales teams by sending reminders to update contacts, change pipeline status, correct inconsistencies and more.
Agile CRM
Agile CRM is an all-in-one cloud platform that enables companies to handle all activities and tasks across the customer lifecycle. With integrated modules for marketing, sales and service, it provides capabilities such as contact management, a deal pipeline, lead scoring, project management, email marketing and campaigns, service automation, and live chat.Targeted primarily at small businesses, it allows users to maintain visibility into contacts, boost results with sales enablement, engage web users and deliver comprehensive support. Free and premium versions are available.
Bloomerang
Bloomerang is a complete system allowing nonprofit organizations to manage donor relationships, events and fundraising. Its emphasis on donor engagement and retention supports company growth.Capabilities include email marketing, online giving, grant tracking, donor surveys, data segmentation, dashboards, reporting and prospect research. Deployment via Amazon Cloud Services provides security and scalability. It’s available to both U.S. and Canadian organizations.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
Top Producer
Top Producer offers a set of cloud-based solutions tailored for the real estate industry, enabling brokers and agents to be more effective with their marketing and sales efforts. A tiered pricing model provides flexibility based on an agency’s needs.It’s mainly used by small businesses but can support larger companies as well. Capabilities include a client database, contact profiles, website builder, lead generation, automated email marketing, reports, lead management and integrations.
Less Annoying CRM
Less Annoying CRM is designed to help small businesses make it simple and efficient to handle activities surrounding leads and customers. It gives companies an easy-to-use, cloud-based platform for storing contacts, tracking leads and managing tasks to help close more deals.
Sugar Sell
Sugar Sell, formerly SugarCRM, is a sales automation solution suitable for small, medium and large businesses. It offers contact, call and email management, dashboards, reporting, integrations, customer journey management, sales forecasting, and business process management (BPM) capabilities.It consolidates customer data into a central location for sales professionals to gain visibility into the conversations, actions and emails related to each contact or account. Cloud deployment is available, and on-premise deployment comes with the Sugar Enterprise edition.
Nimble CRM
Nimble is a one-stop solution for managing and organizing contacts, setting reminders, building and maintaining relationships, finding opportunities, and meeting goals. It provides complete information on the customer's history and their deal status. Users can set up a structured to-do list for teams.It allows users to engage and interact with prospects and customers on a personalized level, enabling them to stay connected across the entire customer journey.
LionDesk
LionDesk delivers cloud-based marketing and sales tools tailored to professionals in the real estate industry. Suitable for individuals, teams and brokerages, it provides a single place to manage client relationships.It helps import leads from other sources, organize information, manage processes, connect with clients, boost closed deals and track tasks. Capabilities include contact management, property management, video emails and texts, pipeline management, automation, and marketing campaigns.
Nutshell CRM
Nutshell is a cloud-based platform that helps organize operations and reporting processes. It provides customization options that can cater to specific industry needs. The user-friendly interface allows users to make changes and adapt quickly irrespective of technical skill. Features include contact management, email campaigns, a mobile app, pipelines and unlimited storage.
kvCORE
Designed for the real estate industry, kvCORE is a cloud-based, all-in-one platform equipped with smart relationship management, a lead engine, web and IDX, transactions, listings, a marketing autopilot feature and business analytics. It allows users to generate leads from different sources and shortlist them. The K+Team offering provides lead acquisition and relationship management features that help drive business.
DonorPerfect
DonorPerfect is a comprehensive fundraising solution that helps non-profits nurture donor relationships. It helps manage donations, receipts, contacts, emails and fundraising initiatives from a single system. Capabilities include integrated online donation forms, automatic monthly giving, standard and custom reports, auction management, Constant Contact email and a network of integrated partner products. It helps save time and offers pricing packages to meet any budget.
ZoomInfo
ZoomInfo provides a detailed contact directory for simplified marketing outreach. It supports lead generation, sales management and revenue tracking, and helps improve productivity by systematizing work. Users can leverage analytics and prioritize marketing efforts, sales prospects and align teams for effective outcomes. The ability to locate and align required contacts from desired domains reduces anonymity rates. Data-driven, it helps businesses make insightful strategies, connect with the right audience, boost business growth and provide custom solutions.
ClientLook
ClientLook is a cloud-based solution that helps users by combining contact management, deal tracking and client collaboration with a property module to organize real estate operations. Other key features include pipeline tracking, email marketing and listing management. It also helps back-office assistants with data entry, online lead capture and listing administration, along with an option to leverage a free team of virtual assistants to save time and operational costs. It was acquired by Lightbox in January 2020.
Siebel
Siebel CRM supports marketing, sales, service and other key areas of customer interaction via a suite of more than 35 products. It helps businesses of all sizes enhance customer experiences and automate processes. Implement as many or as few of the individual modules as desired for a highly flexible environment.
Vtiger
Vtiger is a cloud-based suite of marketing, sales and help desk offerings, which can be deployed separately or as an integrated, all-in-one ecosystem. It enables companies to eliminate silos and improve connections with customers.Though designed to serve small and mid-sized businesses, it’s capable of handling the needs of Fortune 500 organizations. It’s accessible on Android and iOS devices, enabling work from anywhere.
GreenRope
GreenRope, a cloud-based CRM software, consolidates and optimizes email marketing, social media, sales, event and project management simultaneously. It bridges the gap between sales and marketing to make data and processes easily accessible and transparent. Its all-in-one operations modules simplify business processes to deliver optimized omnichannel customer experiences.
Capsule CRM
Capsule CRM is a cloud-based solution for small to medium businesses. It helps foster customer relationships with features like email marketing, website personalization, social media service, automated reminders and more. Organizations can enter basic contact information, pipelines, goals and budgets and start building an in-depth, personalized pipeline with full access to customer details.
Copper CRM
Designed to integrate with Gmail and other Google Apps, Copper (formerly ProsperWorks) is a comprehensive and easy-to-use platform. It helps small and medium-sized businesses automate core operations; manage leads, sources and opportunities; streamline sales processes; uncover actionable insights; and nurture customer relationships. It enables users to check email threads and past interactions. It also acts as an alternative for goal setting and forecast management, as it converts sales bottlenecks into visible opportunities.
Follow Up Boss
Follow Up Boss is a cloud-based software suite that helps users automate real estate lead conversion and sales follow up. Its inclusions let users close more deals and grow their business in an organized manner. It aggregates leads from various sources and automates workflows and communication using rule-based engines and pre-formatted templates to support the entire customer lifecycle.
GoldMine
Suitable for businesses of all sizes, GoldMine Premium CRM offers a central platform to manage customer and prospect relationships efficiently. It ensures improved productivity and streamlined operations, and helps save money. Users can leverage it for contact management and customer support. They can also manage marketing programs and sales pipelines. A database is available at several tiered levels for organizations with different requirements. Capabilities include sales automation, a help desk and call center and CTI applications, along with enhanced features like easy-to-use interface, marketing automation, web self-service, channel management, knowledge management and analytics.
Act! CRM
Act! is a contact and client management tool built by Swiftpage that helps manage a central repository of information related to prospects, leads, opportunities and clients. It stores contact details, account history, interactions, notes and activities.Available both on-premise and with cloud hosting, it offers sales and marketing automation to support business growth through sales, engagement and retention.
Realvolve
Designed to help real estate agents and teams, Realvolve’s cloud-based platform helps automate workflows and handle communications efficiently. It helps manage information such as property listings, clients, documents, escrow correspondence, events and tasks. Users can leverage it to customize marketing campaigns for clients on anniversaries and birthdays based on personal and professional details. It also allows sending emails and SMSs about new deals.
Salesforce
Salesforce delivers an end-to-end suite of products for managing customer interactions at every stage of the process, as well delivering advanced analytics, custom developments and more. Organizations can deploy them alone or as part of an integrated environment to gain extensive flexibility based on business needs. Its most prominent offerings are Sales Cloud, Marketing Cloud, Service Cloud and Commerce Cloud.
Redtail CRM
Redtail CRM is a web-based system that enables financial professionals to manage prospects and clients. It helps track client data, automate time-consuming tasks, organize records and more. Capabilities include contact management, email, reports, seminar management and integrations.
Neon CRM
Neon CRM is a cloud-based solution built by Neon One that helps nonprofit organizations streamline day to day processes for more efficiency and manage fundraising events, memberships and volunteers through automation. Users can leverage it to build nonprofit websites while facilitating real-time credit card processing and recurring payments. These inclusions help enhance online donations while reducing manual work.
PipelineDeals
Designed to serve small and midsize businesses, PipelineDeals is equipped with sales-focused features, enabling sales teams to automate redundant tasks and nurture relationships with customers. With an intuitive user interface, it helps set up scalable processes, resulting in improved productivity and increased profitability. Deal management and sales acceleration tools expedite the sales cycle, and help set and track targets. A sales dashboard offers a 360-degree view of performance status, while lead management capabilities help streamline lead generation and nurturing. Customizations ensure enhanced experience and expanded functionality.
Call SelectHub for a free 15-minute selection analysis: 1-855-850-3850
Pricing Guide
See the Price/User for the top Ecommerce CRM Software… plus the most important considerations and questions to ask when shopping.
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