If you own an ecommerce business, you know that it is a highly competitive industry. Your target audience is already spoilt for choice in today’s oversaturated market. This means that the quality of your products and services will mean nothing if you cannot (a) attract customers, and (b) retain those customers. Maintaining a good customer relationship is therefore crucial to ensuring stable revenue and establishing a position for your business in the market. 

This is where ecommerce CRM software comes in. Ecommerce CRM was created specifically to assist online businesses in managing their consumer interactions. Its main objective is to monitor consumer behavior and interactions from the initial click to the final purchase. CRM offers lots of benefits that will help you further your marketing strategy.

This blog will delve deeper into the purpose of integrating CRM software with your ecommerce business. We will also look at some of the best ecommerce CRM software platforms in the market.

Why Do You Need CRM Software for Ecommerce?

Running an ecommerce business means that you deal with a lot of uncertainty. A customer may decide to abandon their cart or leave a one-star rating with no explanation and you will be left in the dark. This is not ideal as you need to be aware of the problem in order to solve it.

CRM software helps you connect the dots in these scenarios. A customer relationship management (CRM) tool helps explain some of the mysteries surrounding cart abandonment and low customer retention by keeping a comprehensive record of every customer interaction with your business in one central database. The software assigns a detailed user profile to every lead, complete with data on demographics, browsing, and purchasing patterns.

For example – a customer’s website activity may indicate that they added a few items to their cart and entered a discount code at checkout which showed an error, after which they sent an email enquiring about it. You can prompt them to complete their purchase by responding and helping them with the code.

By integrating a CRM tool within your ecommerce site, you can automate the delivery of personalized offers, access current customer information, and track each customer’s progress through the sales funnel. This allows you to gather data on all customer interactions on your website and social media channels. 

Top 7 CRM Software for Ecommerce

Salesforce

Salesforce is a feature-rich CRM that is well-known for its wide range of capabilities, including partner management, customer support, marketing automation, and sales data. Because of its cloud-based system and scalability, this solution works for businesses of all sizes and allows you to access important data from anywhere at any time.

Limitations: This CRM is extremely basic like a lot of other ready-made solutions. Therefore, some workflows become considerably more complex when new paid features are added, which prevents them from being optimized.

Pricing: plans start at $25/user/month.

 Pipedrive

This is a flexible cloud-based CRM system with integrated modules designed for small and medium-sized enterprises. The functionality of this product is user-friendly and simple to understand. A useful reporting tool lets you monitor and evaluate the sales process. With its pre-built forecasting tool, Pipedrive also assists you in organizing your activities so that no deal falls through.

Limitations: One con about Pipedrive is that it doesn’t have enough supported integrations.

Pricing: Pipedrive doesn’t have a free plan, but it does provide a 14-day full-access free trial. Paid plans begin at $14/user/month.

Hubspot

Hubspot is one of the most intuitive options available in the CRM market. HubSpot’s CRM can be used to build a database of contacts and deals, store data about them, monitor each visitor’s past activity on your website (based on predetermined parameters), communicate with clients, schedule calls and appointments, create forms for website data collection, send email newsletters, handle customer requests through the site, and more. HubSpot’s CRM also integrates with several hundred other solutions including content management systems.

Limitations: Keep in mind that HubSpot is not suited for many business niches as it doesn’t fully address their needs.

Pricing: There is a free trial version and a free version with limited features. Paid plans begin at $20/seat/month.

Zoho CRM

Zoho CRM is another great tool with amazing scalability. With features like purchase control, a customer support portal, and lead and contact management, it can grow with your business. It’s also known for Zia, its AI-powered sales assistant, which can forecast trends and keep an eye on the well-being of your ecommerce business.

Zoho is a dependable option because of its distinctive framework, which was created especially with ecommerce companies in mind. It covers the whole customer journey from lead to order and post-sale services, and it’s packed with data for decision-making, more flexibility, and automation.

Limitations: Note that it is challenging to modify Zoho for specialized business tasks.

Pricing: The free version supports up to three users. Paid plans start at $20/month.  

Metrilo

Metrilo is an excellent choice for retailers who require more advanced data analytics on customers and sales as it was created with ecommerce teams in mind. The most notable feature is Intelligence Growth Assistant, which offers suggestions to maximize the performance of your online store and helps you make the most of your data. Its real-time analytics dashboard gives you an easy-to-read overview of important metrics. These consist of current revenue, best-selling products, and customer acquisition.

Additionally, you can keep an eye on each customer journey and annotate or tag each customer profile.

Limitations: Metrilo, however, is not an all-in-one platform. You will need to add Shopify, Magento, or WooCommerce plugins if you want features like inventory and order management.

Pricing: Paid plans come with a 14-day free trial and start at $119/month.

Capsule

With its many helpful features that enable you to predict the value of your sales pipeline based on probability and total opportunity value, Capsule is an excellent choice for medium-sized ecommerce businesses in need of a straightforward yet effective CRM. You can easily connect Capsule to the programs you already use, like Google Workspace and Gmail. When you manually enter data, this can save you a great deal of time and effort. The extra features like opportunity filtering and multiple pipeline creation for various products or markets are also great to have.

Limitations: Basic task management features are limited. While you can make tasks and set reminders, the more sophisticated automation features are restricted to the more expensive Growth plan.

Pricing: Capsule offers a free “starter” CRM with limited functionality for two users and 250 contacts. Paid plans start at $21.

Copper

Copper is one of the best CRMs for small ecommerce businesses and is great for solopreneurs as well. It helps you establish solid connections with your clients and draw in new customers.

 Copper promises an easy setup with no data entry. You can view your entire relationship history and quickly locate all of your key information thanks to their automatic organization of all of your emails, calls, files, and notes for each contact. Copper has strong integrations, especially with Google. It’s easy to connect Google Workspace apps like Gmail, Docs, and Drive straight to Copper if you use them frequently. The resulting experience is more intuitive.

Limitations: Copper lacks an effective duplicate contact management. Due to the fact that contacts are imported from various sources, duplicates may occasionally occur.

Pricing: There’s a free 14-day trial. Paid plans start at $29/month.

Less Annoying CRM

Less Annoying CRM is one of the easiest CRMs for an ecommerce business to use. It creates a single, central repository for all of your customer data, including tasks, files, notes, and contacts. This promotes smooth collaboration by ensuring that everyone on your team has access to the information they require. The API portal is one of Less Annoying CRM’s most notable features. You can add leads from other platforms and create tasks by integrating third-party apps with this feature.

Limitations: This tool’s lack of an integrated email marketing feature is a significant disadvantage. You will have to incorporate an additional tool if email marketing is a part of your CRM strategy.

Pricing: provides a free trial for 30 days. Paid plans begin at $15/user/month.

Key Takeaways

Ecommerce CRM software facilitates better customer interactions, operational efficiency, and revenue growth. However, you can see that it’s not easy to find a ready-made solution that checks off all your business requirements. Therefore, hiring a development team to create custom software that perfectly fits the requirements of your business niche is both better and more cost-effective in the long run.

You can partner with an experienced and reliable company that specializes in providing custom CRM solutions to build intuitive and user-friendly websites for your ecommerce business.