Best Retail CRM Software
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PRODUCTS
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PRICE GUIDE
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BUYER'S GUIDE
Buyer's Guide
By Payal Tikait, Technical Content Writer at SelectHub
Retail CRM software serves as a single source of truth for sales, marketing and customer service operations. It helps you organize customer data, nurture relationships, boost conversion rates and collaborate across versatile teams.
It segments customers, personalizes outreach, organizes information, automates tasks, forecasts sales trends and facilitates communication from a single interface.
Executive Summary
- Retail CRM solutions track operations and processes from a centralized location.
- It offers personalized products and services, plans customer journeys and provides a seamless experience.
- Integration, intelligence, reporting, mobility and customization are factors to consider while selecting a solution.
What Is Retail CRM Software?
Retail CRM software is a customer relationship management platform that helps businesses manage their retail operations and processes from a centralized location. It reduces costs, boosts customer satisfaction and improves performance.
It helps you:
- Automate processes from acquiring leads to delivering products to the customer.
- Manage stock levels, optimize supply chains and streamline workflows.
- Create and manage individual customer reports with real-time data.
- Provide support based on customer feedback.
- Contact dealers and distributors.
- Manage customer and order information.
- Control refund and replacement issues.
Primary Benefits
Let’s look at the benefits of CRM software for retail:
- Provide a Consistent Customer Experience: Store customer data at a centralized location so associates can pull information quickly, thus offering a consistent user experience across different channels.
- Offer Personalized Products and Services: Consumers are keen to shop from a brand that provides relevant and personalized offers on the right channel at the right time.
- Plan Customer Journeys: Curate flexible customer journeys to assess each milestone, leading to a final purchase. Identify bottlenecks and loopholes in the process to ensure efficiency and customer satisfaction.
- Create Loyalty Programs: Turn customers into brand advocates by creating loyalty programs that offer exciting discounts, rewards and incentives. It boosts profit margins and increases customer lifetime value.
- Streamline Communication: Answer queries and complaints efficiently through a dedicated portal. Resolve tickets and address grievances to boost customer service.
- Manage Inventory: Gain complete inventory visibility to optimize stock levels, boost efficiency, free up staff time and increase business performance.
Key Features & Functionality
Customer Profiles | Create comprehensive customer profiles based on customer information, including contact details, order history, subscription preferences, recent purchases and more. Leverage this information to anticipate customer requirements and provide personalized product recommendations while delivering a seamless experience. |
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Targeted Marketing Campaigns | Create customer segments based on common characteristics like age, location, behavior, preferences and more. Target marketing efforts to entice consumers while identifying lucrative leads. Use wishlists to deliver stock-out notifications, price reduction alerts and product recommendations. |
Social Sentiment Analysis | Analyze consumer social profiles, where they share information about products they’ve bought and their experiences with different brands. Segment consumers, identify brand ambassadors and introduce new products via social sentiment data. |
Order Management | Capture, track and fulfill customer orders through the order management module. Collect orders via different channels, eliminate duplicates and expedite deliveries. |
Dashboards and Reports | Use data-driven dashboards and reports to present critical metrics, including gross sales and profits across different regions, to make informed decisions while discovering potential opportunities. |
Supply Chain Management | Digitize the supply chain, optimize fulfillment and minimize costs by synchronizing processes across warehouses. It lets you respond to consumer demand, automate operations and generate revenue. |
Customer Engagement | Capture and store customer information via web pages and social media channels. Track interactions through chatbots while monitoring calls and emails. Keep tabs on user behavior, analyze historical data and leverage AI/ML-powered tools to create customized offers and recommend products while boosting engagement. |
Ticket Management | Track, organize and resolve support tickets. Prioritize tickets based on customer lifetime value, type and problem urgency. Assign them to the right agent based on skills, availability and expertise for resolution. It ensures timely support while increasing customer satisfaction. |
Reporting | Create robust reports to empower management, sales representatives and C-level executives to make data-driven decisions. Combine data from leads, campaigns, contacts, vendors and tasks to create multi-dimensional reports. Export reports as Excel, CSV or PDF files. Share dashboards to facilitate collaboration. |
Software Comparison Strategy
Consider the following factors while selecting retail CRM software:
- Integration: The retail CRM software should facilitate integration with different tools like marketing automation, accounting, POS, supply chain management and ERP systems. It helps you access real-time data while offering a seamless customer experience.
- Intelligence: In a data-intensive world, learning about customer preferences and behavior through interactions and browsing history is essential to selling the right product and services. A CRM tool coupled with artificial intelligence uncovers valuable customer insights, predicts outcomes and recommends actions to ensure user satisfaction.
- Reporting: Ensure the CRM software for retail has robust reporting capabilities. Creating and customizing reports based on unique information helps you get a 360-degree view of customers while showcasing relevant metrics.
- Mobility: Sales and marketing teams don’t stick to their desks 24/7. You should invest in a system that allows employees to access data and reports on the go via tablets and mobile devices.
- Customization: Ensure the processes are customizable to adapt to the dynamic business environment while meeting specific objectives.
Cost & Pricing Considerations
Retail CRM pricing falls under four main categories: open-source, single-payment, fixed-monthly and quote-based. Let’s look at each of these in detail:
- Open-source: They offer basic functions and are (usually) free. If you're starting up and are trying to figure out what to expect from CRM software, choosing an open-source solution is a feasible option. Later, you can switch to paid plans as the business expands in size and complexity.
- Single-payment: Large enterprises that need expansive installations usually opt for a single-payment pricing mode. Additionally, they provide comprehensive training programs for complete hands-on experience with the system. In single-payment mode, you have to purchase a one-time license that is renewable each year/quarter, depending on the provider.
- Fixed-monthly: Most CRM vendors offer products at a fixed monthly or yearly cost, with different plans for small, medium and large enterprises. The price depends on the number of users and deployment type. You can purchase add-ons or plugins at an additional cost.
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Quote-based: It’s suitable for businesses with specific choices and preferences. The vendor invites users to get in touch with the sales personnel, communicate expectations and get a customized quote based on the functionalities they want.
For instance, a small business chooses to pay for a single-channel platform with reporting and collaboration capabilities instead of an omnichannel platform. They can opt for extra features as the business scales.
The Popular Retail CRM Software
Let’s look at the popular retail CRM software:
Pipedrive
Pipedrive allows salespeople to collaborate, optimize processes and forecast sales cycles. It also enriches the customer journey, creates opportunities, reduces costs and provides a seamless experience. Use automation to streamline mundane administrative tasks while mitigating manual effort.
Get data-driven insights and track sales performance metrics via customizable reports and dashboards.
Segregate prospects into different stages of the buyer’s journey.
Salesforce Sales Cloud
Salesforce Sales Cloud offers an end-to-end view of customers, including activity history, internal communications, social media discussions and more. Leverage built-in quoting capabilities to populate a quote with relevant information, create a PDF and email it directly from the solution to customers.
Automate business processes and optimize workflows with drag-and-drop actions. Get a real-time view of key business metrics via the Salesforce mobile app. Configure the automatic lead scoring and routing system to follow up on lucrative leads.
Dashboard showing key metrics.
Zoho CRM
Zoho CRM is an integrated customer account management platform that allows sales representatives to store customer information, understand needs, address pain points, execute account-related activities and boost relationships. Automate operational tasks like sending email notifications, creating tasks, updating fields and more to save time and effort.
Segment prospects based on lead source, engagement, previous history and region to identify cross-sell/upsell opportunities and execute marketing campaigns.
Create workflow rules to ensure efficiency.
Questions To Ask
Use these questions as a starting point for internal conversations:
- What deployment type should you opt for, cloud-based or on-premise?
- Who will use the system?
- Do we need specific features to meet business objectives?
- What is your budget?
- What workflows do you need to manage?
Use these questions as a starting point for conversations with vendors:
- How long does implementation take?
- Is the software scalable?
- Does it offer integration capabilities?
- What support do you offer?
- What security protocols do you employ to ensure data integrity and protection?
- Do you provide migration services?
In Conclusion
Selecting a retail CRM solution that forges seamless relationships with clients and vendors is critical. This guide should serve as a robust repository to help you start the software selection process in sync with business objectives.
Product Comparisons
Additional Resources
Products found for Retail 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 Retail CRM Software… plus the most important considerations and questions to ask when shopping.
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