As online shopping becomes more prevalent, businesses are looking for ways to improve their customer experience and increase their sales. And eCommerce CRMs lead the way!
In the world of eCommerce, customer relationship management (CRM) software has become an essential tool for businesses looking to streamline their sales processes, improve customer experience, and increase revenue. In fact, according to a report by Grand View Research, the global CRM market is expected to reach $163 Billion by 2030.
U.S. customer relationship management market, in billion dollars. Source: https://www.grandviewresearch.com
As we enter 2024, there are more eCommerce software development solutions than ever. However, with so many options available, choosing the right one can take time and effort.
However, we've got you covered!
In this article, we'll explore the top 7 best CRM software for eCommerce solutions for 2024, their features, and pricing. We'll also provide you with a comprehensive guide on how to choose the best CRM solution for your eCommerce project.
Whether you're a small business or a large enterprise, you'll be able to find the perfect CRM software to take your eCommerce business to the next level.
So jump right in!
Why are CRMs important for eCommerce sites?
Understanding your customers is key to running a successful eCommerce business. That's where customer relationship management (CRM) software comes in.
CRMs help eCommerce businesses track customer data, including their purchase history, browsing habits, and contact information. This data is invaluable when it comes to improving customer experience and increasing sales.
For example, if a customer abandons their cart before making a purchase, a CRM can help you identify why. They may need clarification on the checkout process or be looking for a specific product you didn't have in stock. This information allows you to change your website or product offerings to reduce cart abandonment rates.
In addition to identifying pain points in the customer journey, eCommerce CRM also helps businesses build relationships with their customers. By tracking customer data, companies can personalize their marketing efforts, send targeted emails, and offer promotions tailored to each customer's interests and needs. This improves customer retention and increases the likelihood of repeat purchases and referrals.
Benefits of eCommerce CRM software
With all the benefits, eCommerce CRM, has become crucial for every online store in this era to stay in the competition – and if it's done right – beat them!
Better marketing
eCommerce CRM solutions provide businesses with a wealth of customer data that can be leveraged to create highly targeted and personalized marketing campaigns.
By tracking customer preferences and purchase history, businesses can segment their audience and create tailored marketing messages that resonate with their target customers. This results in higher open and click-through rates, improved conversion rates, and ultimately increased revenue.
Enhanced team performance
A CRM system streamlines sales processes, making it easier for sales teams to manage leads, track sales opportunities, and close deals. In addition, by providing sales reps with real-time access to the customer base, they can personalize their interactions and build stronger customer relationships.
Effective collaboration
eCommerce CRM promotes collaboration between teams by centralizing customer data in one location. By giving different departments access to the same information, businesses can break down silos and work more efficiently.
For example, sales teams can work closely with marketing teams to create targeted campaigns. Customer service teams can quickly resolve issues by accessing a customer's complete history with the business.
Improved inventory planning
CRM software can help businesses better predict demand and plan their inventory by tracking customer data and sales trends. This reduces the risk of stockouts and overstocking, which can result in lost sales and increased costs.
A better strategy to reduce loss
CRM software for eCommerce helps businesses minimize losses and costs by identifying and resolving issues quickly. By tracking customer complaints, companies can quickly identify and address recurring problems, improving customer satisfaction and fewer returns.
Additionally, CRM software can help reduce costs by automating repetitive tasks, such as data entry, freeing up staff to focus on higher-level tasks and come up with an efficient strategy for more turnover.
The competitive edge
With all things in tandem, CRM for eCommerce provides businesses with a competitive edge by allowing them to offer a more personalized and seamless personalized experience.
By providing customers with personalized recommendations, promotions, and support, businesses can differentiate themselves from their competitors and build long-term customer loyalty. It also allows businesses to stay on top of customer trends and preferences, enabling them to adapt quickly to changing market conditions and customer needs.
Main features of CRM in eCommerce
When it comes to choosing the right CRM software for your eCommerce business, it's important to consider the features that will best meet your needs.
Here are five key features that the leading CRMs should have:
Sales pipeline management
Since CRM software must help businesses track their sales pipeline from lead generation to closing the deal, it's an essential feature.
With a sales pipeline management feature, businesses can easily see which leads are hot and which need more attention. They can also assign tasks to team members and set follow-up reminders, ensuring no leads fall through the cracks.
Any leading eCommerce CRM also provides analytics to help businesses understand their sales performance and identify areas for improvement.
Customer segmentation
Customer segmentation is a powerful feature that allows businesses to group customers based on various criteria, such as demographics, buying behavior, and interests.
This feature enables businesses to create targeted marketing campaigns and offer personalized recommendations to customers. For example, as we mentioned before, businesses can send tailored promotions to customers who last made a purchase a while ago or offer product suggestions based on their browsing history.
Marketing automation
Marketing automation is another must-have feature for any eCommerce business looking to improve its marketing strategies and customer activity.
This feature allows businesses to automate repetitive tasks, such as eCommerce email marketing and social media posts. It also enables businesses to create targeted campaigns based on customer behavior, such as abandoned cart emails or follow-up emails after a purchase.
Marketing automation saves time and resources for a sales process while also improving customer engagement and proves to be the most sought-after feature in any CRM.
Reporting and analytics
CRM software should provide businesses with analytics and reporting features to help them understand customer behavior and sales performance.
Such data is essential for making informed business decisions and identifying areas for improvement. The best eCommerce CRM out there offers real-time reporting and dashboards that display key metrics such as revenue, sales, and customer behavior.
Advanced third-party integrations
With so many more software and APIs taking over the eCommerce scene with innovative functionalities, software integration services play a vital role in giving you the competitive advantage your online store needs.
A good CRM integrates seamlessly with other tools, such as email marketing tool, social media, and eCommerce platforms. The integration allows businesses to streamline their workflow and access all the data they need in one place. It also ensures that all customer data is up-to-date and accurate, regardless of where it was collected.
HubSpot is a big name and a top-rated CRM solution that offers eCommerce businesses an all-in-one platform for marketing, sales, and customer service. The platform's powerful features and integrations enable companies to create seamless customer experiences across all touchpoints.
Features
Marketing automation: HubSpot offers advanced marketing tools features, allowing businesses to create targeted campaigns and track customer engagement across multiple channels.
Sales pipeline management: The software provides a customizable dashboard for tracking sales progress, including deal stages, revenue forecasting, and team performance.
Customer service tools: HubSpot's service hub includes a range of customer support tools, including a knowledge base, a ticketing system, and live chat.
Integrations: The software integrates with a wide range of eCommerce platforms, including Shopify and WooCommerce.
Pricing
HubSpot offers a Free CRM plan with basic features, while paid plans start at $30/month for the Starter plan, which includes additional features like marketing automation and email marketing.
Salesforce is a cloud-based eCommerce CRM that offers robust features and integrations for eCommerce businesses. The platform's advanced AI capabilities and automation tools enable businesses to streamline their sales processes and improve customer engagement.
Features
AI-powered insights: Salesforce's Einstein AI provides businesses with predictive customer insights, enabling them to anticipate customer needs and make data-driven decisions.
Customizable dashboard: The software allows businesses to view their sales pipeline, team performance, and customer engagement data in real-time.
Integrations: Salesforce integrates with many eCommerce platforms, including Shopify and Magento.
Mobile app: The Salesforce mobile app allows businesses to access their CRM data on the go, enabling them to stay connected with their customers from anywhere.
Pricing
Salesforce offers a range of pricing plans, starting at $25/user/month for the Essentials plan, which includes basic features like lead and opportunity management.
Zoho CRM is another popular CRM eCommerce that offers a range of features and integrations for eCommerce businesses. The platform's user-friendly interface and customizable workflows make it easy for businesses to manage their customer relationships and sales data.
Features
Contact management system: Keep track of their customer's contact information, purchase history, and interactions with the business.
Deal tracking system: Enables businesses to track their sales pipeline and identify potential sales opportunities.
Automation features: Many automated tools provide insights into customer behavior, like email templates, email tracking, and document tracking.
Marketing automation: Create and automate targeted marketing campaigns based on customer behavior and preferences. The software also provides detailed analytics and reporting to help businesses optimize their marketing processes.
Pricing
Zoho CRM offers a free plan with basic features, while paid plans start at €14/user/month for the Standard plan, which includes additional features like workflow automation and social media integrations.
Pipedrive is a sales-focused CRM software that helps eCommerce businesses manage their sales pipelines, from lead generation to closing deals. Its visual pipeline management interface allows users to view their sales process at a glance, making it easy to spot bottlenecks and track performance.
Features
Customizable pipelines: Pipedrive allows users to create custom sales pipelines and stages that align with their unique sales strategy.
Sales reporting: The software provides detailed sales reports that allow users to track progress, identify trends, and make data-driven decisions.
Email integration: Pipedrive integrates with major email providers, allowing users to track email communication with leads and customers.
Sales forecasting: The software uses machine learning to forecast sales revenue, giving users a better understanding of their sales pipeline.
Pricing
Pipedrive's plans start at €15/user/month, with additional features like advanced reporting and automation available on higher-tier plans.
Shopify is a leading eCommerce platform that offers a robust CRM solution for online businesses. Its built-in CRM features allow enterprises to manage customer data, track orders, and monitor sales performance. Shopify also offers various third-party apps and integrations, allowing businesses to customize their CRM capabilities.
Features
Customer profiles: Shopify's CRM allows businesses to create detailed customer profiles with order history and contact information.
Order management: The software makes tracking orders, managing returns, and processing refunds easy.
Sales analytics: Shopify provides detailed sales analytics that allows businesses to monitor performance and identify areas for improvement.
Third-party integrations: The platform offers various integrations with third-party apps and services, enabling businesses to customize their CRM capabilities.
Pricing
Shopify's basic plan starts at $32/month, with additional features like abandoned cart recovery and gift cards available on higher-tier plans.
Capsule is a runner-up in the recently popular eCommerce CRM list that offers a comprehensive set of key features for eCommerce businesses. Its intuitive interface and robust integration capabilities make managing customer relationships and sales data easy.
Features
Custom fields: Capsule allows businesses to create custom fields for their customer data, enabling them to capture and track information important to their business.
Sales pipeline management: The software provides a visual interface for managing sales pipelines, making tracking progress and identifying bottlenecks easy.
Contact management: Capsule's features allow businesses to store and organize customer data, including notes, tasks, and communication history.
Third-party integrations: Capsule offers eCommerce CRM integration with various third-party apps and services, including popular eCommerce platforms like Shopify and WooCommerce.
Pricing
Capsule's plans start at £17/user/month, with additional features like advanced reporting and integrations available on higher-tier plans.
What does Capsule look like
7. Custom CRM development
Do you want your CRM to be equipped with boundless features, an all-in-one solution with flexible capacity to accommodate your growing team, customer-base, and orders? This is where custom CRM platforms become the best option.
Choosing the right retail software development company and working with an innovative team of developers, designers, and IT professionals, your ideal CRM becomes a reality. Moreover, it can help you differentiate your eСommerce brand from competitors with a unique CRM tailored for your users only.
Features
With a custom CRM the possibilities are infinite! You can have all the essential features in one software or create a highly-focused software for the key business operations you need online.
These features can include:
Marketing automation
Sales pipeline management
Customer segmentation
Reporting and analytics
Advanced and custom third-party integrations (as you need them!)
AI capabilities
Customer profiles
Customer service tools
Web apps and mobile apps
Cloud-based systems
Flexible and user-friendly dashboard
And basically everything you'll ever find in other leading CRMs made to fit perfectly with your eCommerce business!
Pricing
Cost of a custom CRM platform depends on the features you need and the scope of the project. You can consider outsourcing software development to Eastern Europe, with some of the most affordable and high-tech agencies in the world!
COAX Software's approach
How to choose the best CRM eCommerce solutions for your project?
It's more complex to decide than it seems. When choosing the best eCommerce CRM for your business, you need to consider several factors, including:
Budget – CRM for eCommerce website or app solutions varies in price, so consider how much you're willing to spend.
Business needs – Consider the required features like order management, inventory tracking, and marketing automation.
Integration capabilities – It's important to ensure that the CRM software you choose integrates with your eCommerce platform and other tools you use.
Scalability – Plan for the future of your online store business and consider whether the CRM software can accommodate your business's growth and expansion.
When you may need custom CRM software
There will never be a one-size-fits-all solution when it comes to the digital world.
While many off-the-shelf solutions are available, some businesses may require custom solutions tailored to their unique needs. For example, custom CRM software can help companies to address specific pain points, automate processes, and provide a better customer experience.
Another thing to keep in mind for your eCommerce CRM strategy with existing solutions is that they only last for a limited time.
As your eCommerce store grows, free or affordable CRM solutions may not suffice. These solutions lack the capabilities to support your unique proposition, potentially leading to customer loss, damaged reputation, and financial setbacks.
Custom CRM solutions can improve ROI, customer satisfaction, and brand growth. Therefore, investing in tailored CRM solutions that cater to your business's unique needs can be more beneficial in the long run.
COAX Software offers custom CRM development services for businesses that require tailored solutions. With a team of experienced developers and a proven development process, we help businesses build custom CRM solutions that meet their specific needs and redefine their online brands for a great future!
Book a consultation with our experts and see how we can help you create the perfect CRM for your eCommerce business!
FAQ
What is CRM in eCommerce?
A CRM or Customer Relationship Management software designed explicitly for eCommerce businesses. It helps businesses manage customer interactions, track customer behavior and preferences, and improve their marketing and sales processes.
Which is the best CRM for eCommerce business?
While there are several great CRM options for eCommerce businesses, the best one ultimately depends on the unique needs and goals of the business. Ready-made CRM solutions like Hubspot and Salesforce offer a wide range of features and integrations, making them a popular choice for many companies. However, custom eCommerce CRM platforms can be a better option for businesses with specific requirements and workflows that aren't supported by off-the-shelf options. Companies can tailor the software to their unique needs with a custom CRM, ensuring it aligns perfectly with their existing processes and goals. Ultimately, the best is what helps your specific business grow and perform better!
What are the benefits of using an eCommerce CRM?
Using eCommerce CRM software can provide many benefits for businesses, including increased sales, improved customer experience, streamlined sales processes, and better inventory management.
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