Ecommerce
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The digitalized world urges advanced data management solutions, especially in the fast-growing e-commerce domain. The more you know about your customers, the better deals you can offer them, and more personalized approaches apply. That is where CRM software comes to the fore.
The customer relationship management market offers dozens of solutions for businesses of any size and budget. While many universal systems can be used across various industries, today, we will focus on the best CRM software for e-commerce. Check it out!
A customer relationship management (CRM) system is software that helps businesses create a single hub for customer data and communications. CRM systems help manage interactions with current and potential customers, streamline processes, improve profitability, manage leads, and more. Using CRM, you can launch personalized marketing campaigns and track sales performance and revenue.
CRMs can be divided into five categories depending on their purpose and core functionality:
Pipedrive CRM is a robust, user-friendly tool designed to streamline the sales process and enhance customer relationship management. It's particularly beneficial for e-commerce businesses, offering a comprehensive suite of features to manage sales pipelines, track customer interactions, and boost conversion rates. The CRM supports 10 languages, including English, German, French, Italian, Russian, etc.
Key features: Product and price list management, contact and account management, email marketing, reporting, and forecasting.
Pros: Ease of use, vast customization opportunities, easy integration, simple and intuitive, high performance.
Cons: Missing features, integration issues, some users report a steep learning curve.
Price: Starts at $14/month/user
Zoho CRM is a powerful and versatile solution designed to cater to businesses of different sizes. Being one of the best CRM for e-commerce, it offers an extensive array of features specifically tailored to enhance digital commerce operations, focusing on providing a seamless omnichannel customer experience. Additionally, Zoho CRM has a dedicated program for trouble-free migration and onboarding, cutting adoption time by 50%.
Key features: Intuitive interface that allows easy tracking of deals and sales activities, customizable sales pipeline stages, omnichannel customer communication, and workflow automation.
Pros: Ease of use, robust features, convenient lead management, great integrations, responsive customer support.
Cons: Not visually appealing design, mobile app limitations, migration complexity.
Price: Has free edition, paid plan starts at $23/user/month
Salesforce CRM is a comprehensive and scalable solution for businesses of all sizes. It is one of the best CRM software for e-commerce. It was a world-leading CRM applications vendor in 2023, with 22% of the market share. For online store business owners, Salesforce offers powerful tools and features to manage customer interactions, streamline sales processes, and drive business growth through effective omnichannel engagement.
Key features: Contact information management, lead management, order and product catalog management, social media integration, email marketing opportunities, custom dashboards and real-time notifications about customer interactions, AI chatbots, and advanced analytics.
Pros: Customizable sales process, cloud-based CRM, strong community, many integrations with third-party services, scalability.
Cons: It might be expensive for small businesses, and complexity and performance issues during peak times.
Price: Starts at $25/user/month
HubSpot CRM is a versatile and user-friendly platform helping businesses manage and analyze customer touchpoints and data throughout the customer lifecycle. It provides sales, marketing, customer service, and content management tools. HubSpot is suitable for B2B and B2C business, making it a well-rounded solution for various business needs.
Key features: Customized dashboards, tailored reports, email marketing personalization, customer support, live chat and bots, contact information management, and content management system.
Pros: Over 800 integrations available, easy to use, machine learning capabilities, lead prioritization, educational resources, scalability, free plan with robust features.
Cons: Paid plans might be expensive for small companies, with complex advanced features and email-sending limits.
Price: Starts at $20/user/month
Freshsales CRM, part of the Freshworks suite, is built to help businesses manage their sales processes efficiently. It provides comprehensive features for sales automation, lead management, and customer engagement. Freshsales CRM integrated Freddy AI helps to launch smart sales campaigns, get lead intent scores, and acquire deal recommendations. For e-commerce businesses, CRM offers tools to streamline operations, enhance customer interactions, and drive sales growth.
Key features: Lead management and scoring, sales workflow management, campaign tracking, seamless integration of e-commerce platforms, analytics, and reporting.
Pros: Great customization, mobile app available, user-friendly interface, robust integrations, strong customer support.
Cons: Complex customizations, reporting limitations, limited features in lower plans.
Price: Starts at $9/user/month
Less Annoying CRM is designed to provide a straightforward, user-friendly CRM solution. It is particularly suitable for small to medium-sized businesses, including e-commerce operations. Its simplicity and ease of use make it an attractive option for companies looking for an uncomplicated yet effective CRM. The bonus is that Less Annoying CRM has migration or support fees, and a single plan includes all features.
Key features: Lead and workflow tracking, Google and Outlook integration, unlimited contact management, task management, customer support portal, document and content management, and more.
Pros: Mobile user support, intuitive interface, ease of use, great customizations, simple workflow view, affordability, and customer support.
Cons: Few advanced features, limited integrations, basic reporting, and little scalability.
Price: $15/user/month
Copper CRM is created to integrate seamlessly with Google Workspace, providing a powerful and intuitive customer relationship management solution. Its integration with Google Workspace makes it particularly useful for businesses relying on Google apps. The system has its open API, allowing clients to build custom integrations. For e-commerce businesses, Copper CRM offers features that streamline sales processes, manage customer interactions, and drive growth.
Key features: Google Workspace integration, centralized contact database, customizable pipeline stages, custom reports, robust e-commerce integrations, and mobile app availability.
Pros: User-friendly interface, great customizations, automated data entry, scalability, automation capabilities, diverse support options.
Cons: Few advanced features, limited reporting customization, confusing email tracking.
Price: Starts at $9/user/month
Creatio CRM is an all-encompassing customer relationship management platform that integrates sales, marketing, and service functionalities into a single solution. Its flexibility and powerful features make it a particularly beneficial CRM for e-commerce businesses looking to streamline operations, enhance customer support, and drive sales growth. Creatio CRM is a low-code platform, making it easy to customize and manage.
Key features: Product catalog management, order tracking, marketing campaign management, customer segmentation, case management, sales and marketing analytics.
Pros: Comprehensive feature set, strong automation, vast integration options, good scalability and customization.
Cons: Complexity for small businesses, relatively high cost, steep learning curve.
Price: Starts at $25/user/month
Thryv is a multipurpose business management platform designed to help companies manage their operations more efficiently. It offers a variety of tools and features, including CRM, to streamline processes, enhance customer engagement, and drive growth.
The solution is one of the best CRMs for small e-commerce businesses and provides features to improve online sales, manage customer relationships, and optimize marketing efforts. Some integration options for Thryv include Google Workspace, Zapier, Mailchimp, and QuickBooks, as well as custom integrations.
Key features: automated email and SMS follow-ups, customer segmentation, seamless e-commerce integrations, multichannel customer communication, custom dashboards, and performance tracking.
Pros: Ease of use, automated workflows, great customer support, multiple tools in one platform, comprehensive features.
Cons: Integration and customization limitations, as well as performance issues, may occur.
Price: Starts at $228/location/month. Note: CRM is a part of a more comprehensive business solution.
Capsule CRM is a user-friendly and flexible customer relationship management solution designed to help businesses efficiently manage their customer interactions, sales processes, and business operations. The software is particularly beneficial for e-commerce businesses looking to modernize their sales and customer service activities. The Capsule CRM provider facilitates migration from another CRM and offers Voice-over-Internet Protocol (VoIP) integration for direct customer communication.
Key features: Custom fields, task and activity tracking, customizable pipeline interface, API access, email marketing, and custom reports.
Pros: Flexible customization, affordable pricing, scalability, vast integration options, intuitive interface.
Cons: Learning curve for integrations, basic reporting, limited advanced features, and customization.
Price: Starts at $18/user/month
Kylas Sales CRM is designed to help small and medium-sized companies streamline their sales processes and improve customer relationship management. It is a suitable CRM for e-commerce that offers a wide range of features and tools that are particularly valuable for e-commerce businesses. Support options include a helpdesk, FAQs, forum, knowledge base, phone support with a 24/7 live representative, and chat.
Key features: Customer information management, lead scoring, task automation, order management, e-commerce platforms integration, and marketing automation.
Pros: Onboarding and training program, timely support, mobile access, user-friendly interface, affordable pricing, great scalability, extensive integration options.
Cons: Learning curve for integrations, customization difficulties.
Price: Starts at $250/location/month
ClickUp is a flexible project management and productivity platform built to help teams manage tasks, collaborate, and optimize workflows. CRM offers e-commerce businesses features that streamline operations, improve team collaboration, and enhance productivity. It is worth noting that ClickUp is not a CRM itself but can be used for this purpose. It is a great option for those who are not yet ready to commit to a full-time CRM.
Key features: Task lists, subtasks, and checklists, automation, real-time collaboration tools, reporting, and API access.
Pros: Comprehensive features, easy customization, user-friendly interface, scalability and mobile accessibility, and affordability.
Cons: Learning curve for advanced features, limited reporting, and analytics, lack of sales-specific features.
Price: Starts at $7/user/month
Microsoft Dynamics is a robust and comprehensive tool with e-commerce CRM solutions that integrate seamlessly with other Microsoft products. It is designed to help businesses manage their sales, customer service, marketing, and operations efficiently. Microsoft Dynamics offers features to optimize sales processes, drive business growth, and improve customer engagement. Microsoft had second place by CRM market revenue share worldwide in 2023, with 5.9%.
Key features: Sales performance metrics, customer service, multichannel marketing campaigns, sales automation, AI capabilities.
Pros: Integration with Microsoft ecosystem, visual dashboards, robust features, dedicated support, scalability, and flexibility.
Cons: Steep learning curve, customization challenges, dependency on Microsoft suite, integration issues.
Price: Starts at $70/user/month
Nutshell CRM is a user-friendly customer relationship management solution created to help small and medium-sized businesses manage their sales processes, customer interactions, and business operations. The CRM offers features that streamline sales activities, improve customer engagement, and drive growth. Nutshell has Android and iOS mobile apps to keep in touch with customers and track conversations, though they might be missing some desktop features.
Key features: Drag-and-drop pipeline board, customizable reporting tools, free data migration assistance, an interactive lead map, and contact management.
Pros: Intuitive interface, great customer support, easy to use, affordable price, flexible customization, strong customer support.
Cons: Issues with finding duplicates, limited integrations, learning curve.
Price: Starts at $16/user/month
Monday CRM is a robust and flexible platform built to streamline sales processes, enhance team collaboration, and improve productivity. The combination of customizable workflows and intuitive interface make it a particularly beneficial CRM for e-commerce businesses looking to manage their operations efficiently. Monday CRM boasts outstanding task management boards and a customizable interface. Great visualization opportunities.
Key features: Lead management, interaction tracking, analytics and reporting, automation, email marketing, landing page creation, and live chat.
Pros: Ease to use, intuitive interface, highly customizable, AI capabilities, seamless integrations, drag-and-drop functions.
Cons: Confusing pricing plans might be costly for small teams.
Price: Starts at $12/user/month
Besides the main characteristics on your way to selecting the suitable CRM, such as your business size, budget, scalability and customization opportunities, necessary integrations, and specific features, there are many more points to consider. Here, we highlight the key points while searching for the best CRM software for e-commerce.
Core features:
A few more points to consider:
Implementing a modern, feature-rich CRM can significantly boost your e-commerce business, improve your user experience, gain real-time data about your customers, eliminate supply chain bottlenecks, and optimize e-commerce workflow.
If you struggle with choosing and setting up the right CRM or want to build a custom solution, check out our e-commerce development services to find the right solution for your business. Book a call to share your vision of the custom CRM project and get a free consultation.
US-based and operating globally, NEKLO spearheads digital transformation initiatives for businesses worldwide. We deliver software solutions complying with your market and legislation.
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