10 best ecommerce CRM software tools for 2026

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Acquiring a new ecommerce customer costs more than retaining an existing one. Yet many brands still lose customers due to unorganized data, bad reviews, and impersonal experiences. 

Today’s shoppers expect brands to remember their preferences, anticipate their needs, and respond instantly. Every personalized interaction can build loyalty, while a bad conversation can lead to churn. 

Ecommerce CRM software helps solve this problem by centralizing customer data, personalizing communication, and managing customer relationships proactively, long before issues turn into public complaints.

In this guide, we explore the 10 best ecommerce CRM software tools for 2026 to help you retain your customers and build long-lasting connections.

What is an ecommerce CRM?

An ecommerce CRM (Customer Relationship Management) is a specialized software designed to aggregate and analyze customer data for online retailers. It integrates with storefronts to track purchase history and browsing behavior, enabling automated, data-driven marketing and retention.

Unlike B2B CRMs that manage long sales cycles and contracts, ecommerce CRM solutions handle high volumes of rapid, individual transactions. They segment shoppers based on real-time behavior rather than relying on a traditional sales pipeline.

Additionally, B2B CRMs prioritize lead scoring and nurturing, sales pipelines, and deal stages. Ecommerce CRMs, by contrast, are optimized for repeat purchases, abandoned carts, and post-purchase engagement without direct human intervention.

Where B2B CRMs support multi-stakeholder relationships and organizational hierarchies, a CRM for ecommerce business drives retention, loyalty, and customer lifetime value. 

Best ecommerce CRM software

Here’s a quick comparison of the top ecommerce CRM software, covering what they’re best for and the starting price:

1. Omnisend — Best for growing ecommerce brands

Omnisend is a complete email marketing automation platform that has everything you need to take your business to the next level. This includes a powerful CRM solution that automatically collects, analyzes, and leverages all of your customer data.

One of the key strengths of Omnisend is its seamless integration capabilities with various ecommerce platforms and other tools. Whether you use Shopify, WooCommerce, or Magento, Omnisend can easily integrate with your existing tech stack, streamlining your marketing efforts. 

Our experience with Omnisend

Omnisend is one of the best CRM tools for ecommerce businesses, featuring robust email marketing automation and customer engagement features. 

The drag-and-drop email builder with pre-designed templates makes crafting professional-looking emails effortless.

Additionally, Omnisend offers pre-built automation workflows, which simplifies the creation of targeted campaigns without needing any technical expertise.

The segmentation tools are impressive, providing options to personalize emails based on purchase history, browsing behavior, and more. 

You can integrate SMS marketing and push notifications into your automation workflows, creating an intuitive omnichannel customer journey. This will help you nurture leads and drive sales through your online store.

Take a look at this pre-built automation workflow on Omnisend, which automatically sends emails or SMS messages based on specific triggers.

Key CRM features for ecommerce:

• Email & SMS marketing automation
• Customer segmentation
• Contact profiles
• Pre-made popups & forms
• Customer lifecycle stages
• Analytics and reporting
• Audience targeting
• Dynamic discount codes
• Omnichannel marketing 

Who uses Omnisend?

Omnisend is used by over 100,000 ecommerce brands. This includes small and large businesses across diverse industries, such as retail, beauty and cosmetics, sports and leisure, and more.

Omnisend has helped clients boost customer retention and sales through its robust email and SMS automation capabilities.

Curious to learn how businesses have used Omnisend to achieve phenomenal success? Check out the customer success story below.

Pricing

Omnisend offers a free plan with access to unlimited features. Premium plans start at $16/month.

See full Omnisend pricing

2. Zoho CRM — Best for automating your sales processes

Helping more than 250,000 businesses in 180 countries build their customer relationships, Zoho is recognized for its exceptional sales automation capabilities, which include AI and machine learning features.

Beyond automation, Zoho offers extensive customization options, allowing businesses to tailor the platform to their needs and scale into more advanced functionality as they grow.

Our experience with Zoho

We found Zoho to be a feature-rich platform for managing ecommerce business operations.

It offers several CRM functionalities, from workflow automation to contact management, with flexible customization options. 

These help streamline marketing workflows and improve overall efficiency. The interface is relatively user-friendly, even for teams without strong technical backgrounds.

Zoho’s built-in ticketing system is also helpful for efficiently tracking and resolving customer inquiries. You can easily track conversations, assign tickets to the right specialist, and automate repetitive tasks. 

The image below shows how the system works in practice.

That said, the sheer number of features can feel overwhelming at first. New users should expect a learning curve before fully unlocking the platform’s potential.

Key features for ecommerce

• Sales process automation
• Automated lead scoring & management
• Real-time customer insights
• Built-in tools for inventory, project & customer support management

Pricing

The free version supports up to three users. Paid plans are scaled according to your needs, starting at $20/month, with more advanced features added with each upgrade.

3. Salesforce Customer 360 — Best for scaling your business

Salesforce is a powerful ecommerce CRM that simplifies lead distribution across teams and delivers deep tracking and reporting capabilities. Additionally, Salesforce offers ample customization options, allowing you to tailor it to the specific needs of your online store.

Our experience with Salesforce

Salesforce offers a robust set of features that streamline ecommerce sales reporting and data visualization.

Its pre-built templates and report builder for B2C, D2C, and B2B sales are a fantastic starting point. They also save you a lot of time.

We were impressed with its customization capabilities, as it allowed us to configure orders, reports, and dashboards to match our needs. 

Salesforce is designed with user experience in mind, making it easy to navigate the platform and locate necessary information. 

That said, it may take some time for users to understand and use all its features.

Key features for ecommerce

• Email marketing
• Quote management
• Sales forecasting
• Partner and Channel management
• Contract management

Pricing

Plans start at $25/user/month, with the highest-tier plan priced at $500/month.

4. Pipedrive — Best for small online businesses

Pipedrive is a sales-focused CRM solution with an intuitive interface that makes it easy for you and your team to access actionable insights and deliver personalized messaging. This makes it especially suitable for small ecommerce businesses that need simplicity without sacrificing visibility.

Our experience with Pipedrive

Pipedrive is a central hub for managing a company’s entire sales lifecycle. 

One of its standout features is the visual sales pipeline, which provides a clear overview of deals at every stage of the process. This makes it easier to spot bottlenecks and prioritize follow-ups.

The drag-and-drop interface makes it easy to move leads through the pipeline. The colored cues, as seen in the image below, help you to focus on leads at risk of going cold.

On the downside, Pipedrive lacks advanced built-in marketing automation features. If you need a robust marketing solution, you will need to integrate Pipedrive with another tool.

Key features for ecommerce

• Email marketing
• Customer contract management
• Sales forecasting
• Product and pricing management
• Quote and order management

Pricing

Pipedrive does not offer a free plan, but it includes a 14-day full-access free trial. Paid plans start at $14 per user per month, with additional features available in higher tiers.

5. HubSpot — Best free ecommerce CRM

HubSpot is among the best CRM solutions for ecommerce businesses. It’s a major player in the ecommerce and marketing field.

It offers a whole suite of free CRM software and tools that cover almost everything you need to grow your business. Its premium plans unlock advanced features designed for larger ecommerce brands ready to scale.

Our experience with HubSpot

HubSpot is one of the top all-in-one CRM software for ecommerce. Its features include lead management, project management, forecasting, contact tracking, scheduling, and financial CRM. 

As shown in the image below, it lets users track deals and top prospects from a simple, visual dashboard.

The integration between the different Hubs is seamless. It offers us a unified view of the entire customer journey across marketing, sales, and support.

However, we believe the pricing is somewhat steep, especially for small businesses. While HubSpot offers a free plan with some valuable features, most advanced features are only available with the paid plans. 

Additionally, the cost of adding extra users or features can quickly accumulate. This makes Hubspot a more suitable ecommerce CRM for businesses with a substantial budget. 

Key features for ecommerce

• Email marketing
• Contact management
• In-depth reports and analytics
• Project management
• Customer segmentation

Pricing

There’s a free version with limited features, as well as a free trial. Paid plans with premium features start at $20/seat/month.

6. Freshworks — Best all-in-one CRM

As an all-in-one platform, Freshworks CRM is an excellent choice for ecommerce businesses that want to manage their customer relationships and marketing from a single command post. It lets you stay on top of customer conversations, generate contact databases, and deliver more personalized experiences.

Our experience with Freshworks

What makes Freshworks stand out among other CRM for ecommerce businesses is its all-in-one, omnichannel customer management solution. With this, all customer service channels can be managed in one place.

As seen in the image below, you can get a unified view across various channels to keep everyone on track.

We found Freshworks particularly useful for advanced ticketing support across web, email, and social channels. It makes it easy to track and respond to customer inquiries in a timely and efficient manner.

While we had a positive experience with Freshworks overall, there are a few drawbacks to consider. One of the main issues we encountered was the complexity of the platform. 

We found that some advanced features, such as generative AI, can be challenging for beginners to set up and configure.

Key features for ecommerce

• Email marketing
• Market segmentation
• AI Chatbots
• Sales forecasting
• Autoresponders
• Behavioral analytics

Pricing

Freshworks offers a free plan for up to three users. The paid plans start at $11/month.

7. Metrilo — Best for businesses that need advanced analytics

Metrilo is designed with ecommerce teams in mind, which makes it an excellent fit for merchants who need more sophisticated data analytics on customers and sales. Its standout feature, the Intelligence Growth Assistant, helps teams turn raw data into actionable insights by highlighting opportunities to improve store performance.

Our experience with Metrilo

We found Metrilo particularly effective for ecommerce analytics and customer insights.

With its real-time analytics dashboard, you get a clear, at-a-glance view of key metrics. These include new customer acquisition, top-selling products, and current revenue.

You can also monitor individual customer journeys and add notes or tags to every customer profile. This is shown in the image below.

This helps you gain valuable insights and make data-driven decisions quickly. Even advanced metrics, such as sales attribution, are presented in clear, digestible breakdowns.

However, Metrilo is not an all-in-one platform. If you’re looking for features like inventory and order management, you’ll need to add Shopify, Magento, or WooCommerce plugins.

Key features for ecommerce

• Intelligence Growth Assistant
• Email automation
• Customer profiles
• Segmentation
• Customer retention analytics

Pricing

No free version. Paid plans start at $119/month with a 14-day free trial.

8. Capsule — Best for medium-sized online businesses

Offering a range of valuable features that help you to forecast your sales pipeline value based on probability and total opportunity value, Capsule is perfect for medium-sized ecommerce businesses that need a CRM that is simple yet powerful.

Our experience with Capsule

Capsule CRM is a user-friendly ecommerce CRM for small businesses. We appreciate the easy-to-use interface and the wide range of integrations. 

It’s easy to connect Capsule with the tools you already use, such as Gmail and Google Workspace. This reduces the need for manual data entry and helps keep customer records current.

Additional features, such as opportunity filtering and multiple pipeline creation for different products or markets, are also valuable.

It’s easy to unify vital sales pipeline statistics and summaries in one dashboard for a comprehensive view, as seen in the image below.

On the downside, task management felt fairly limited.

We could create tasks and set reminders, but more advanced automation features were only available in the higher-priced Growth plan.

Key features for ecommerce

• Email marketing
• Sales forecasting & analytics
• Quote generator
• Territory management

Pricing

Capsule offers a free ‘starter’ CRM with basic features for two users and 250 contacts. Paid plans start at $21.

9. Instantly CRM — Best for automating outreaches 

Instantly, CRM is primarily known as a cold email outreach tool, but it also provides a lightweight CRM for ecommerce brands that rely on high-volume email campaigns. Its AI-driven approach helps businesses set up multiple variants of subject lines and email copy to identify the best performer. 

Our experience with Instantly CRM

We found Instantly CRM to be user-friendly and particularly effective for launching personalized email campaigns without extensive manual setup. It includes a step-by-step tutorial for those new to email outreach.

You don’t need to learn prompt engineering, as Instantly CRM has email templates and AI reply features. The best part is that you can create email sequences with custom variables, as seen below:

You can schedule emails to send when your customers are most likely to engage. After creating a campaign, Instantly CRM optimizes every part of the campaign, including follow-up messages.

Another thing we love about Instantly CRM is its unified inbox. Once you add a contact to the CRM, you can track and manage all interactions, whether email, call, or SMS.

However, most advanced features are locked in the highest-tier plan, Hyper CRM.

Key features for ecommerce

• Email sequencing
• Tasks and follow-up
• Account reporting and analytics
• Master inbox
• A/Z testing 

Pricing

Instantly doesn’t offer a free plan. Paid plans start at $47/month with a 14-day free trial.

10. Close CRM — Best for streamlining customer communication

Close CRM is designed for teams that rely on speed, volume, and direct customer communication. The platform combines calling, email, and SMS into one place, enabling ecommerce teams to engage with leads and customers without switching tools. 

Our experience with Close CRM

Close CRM impressed us with its all-in-one communication feature. Built-in calling allows you to make and receive calls directly within the platform, and each interaction is automatically logged in the CRM. 

With the SMS feature, you can add automated SMS steps to your workflow to reach customers faster. You can also schedule meetings, and its AI will record, transcribe, and send meeting notes to you.

Close CRM provides inbox clarity, helping you see every task, deal, and conversation in a centralized view. Compared to other CRMs, Close focuses on performance and maintains a minimal, cluttered interface.   

Built-in reporting tracks sales reps’ activity, so you can see whose messaging is more successful and who needs more support. Here’s what the activity comparison page looks like:

Close CRM displays your inactive contacts, allowing you to re-engage them before they churn. It’s worth noting that Close CRM has a learning curve, which requires assistance from the support team.

Key features for ecommerce

• Unlimited contacts and leads
• Automated workflows
• Built-in email, calling, and SMS
• AI email assistant
• Centralized inbox and task lists

Pricing

There is no free version, but you can use the 14-day free trial. Paid plans start from $19/seat/month.

How we curated this list of best ecommerce CRM software

How ecommerce CRM can help grow your business

An ecommerce CRM turns raw customer data into actionable growth opportunities. Here’s how it can help grow your business: 

1. Segment customers based on behavior and lifecycle

Ecommerce CRM platforms allow you to group customers based on where they are in their lifecycle. They can be first-time buyers, repeat customers, high-value shoppers, or lapsed users. 

These lifecycle-based segments are constructed using data such as purchase history, average order value, browsing behavior, and the time since the last order. The data allows you to tailor messaging, offers, and product recommendations to match each customer’s intent. 

2. Track and improve customer lifetime value

The best CRM for ecommerce business makes it easier to identify your most valuable customer segments. From its reports and analytics, you’ll understand what drives long-term revenue. 

The software analyzes repeat purchases, order frequency, and lifetime value. This way, you can focus your ecommerce CRM strategy on customers most likely to deliver sustained growth. 

Additionally, you can deploy customer lifecycle marketing tactics. These include tailored offers, loyalty programs, and content designed to encourage repeat buying and increased spending over time. Instead of treating all customers equally, you invest in relationships that matter most. 

3. Use customer data to optimize marketing campaigns

With CRM software for ecommerce, you can sync customer data directly with your email, advertising, and social media tools. This enables the creation of highly targeted campaigns based on product interest, purchase behavior, or engagement level. 

For example, you can promote complementary products to recent buyers or re-target highly engaged users with exclusive offers. You can also launch win-back campaigns for customers who viewed a product multiple times but never completed their purchase.

Marketing becomes more relevant, efficient, and conversion-based across every channel when you align campaigns with real customer data. 

4. Identify churn risks and re-engage inactive customers

The best ecommerce CRM helps you spot early signs of churn. It tracks inactivity, declining engagement, or long periods of inactivity between purchases. 

You can automatically build segments for “at-risk” or dormant customers and trigger targeted re-engagement campaigns. These may include time-sensitive discounts, feedback surveys, or personalized reactivation emails designed to win customers back. 

Implementing strategic measures against churn protects your revenue and strengthens long-term customer relationships. 

Ready to grow with an ecommerce CRM?

An ecommerce CRM provides the foundation for sustainable growth. It centralizes customer data, enables advanced segmentation, automates workflows, and personalizes marketing. 

These ecommerce CRM capabilities can help you increase retention, enhance lifetime value, and drive more revenue from every customer relationship. Instead of experimenting unquestioningly, you can clearly identify your highs and lows and make data-driven decisions with confidence.

If you’re getting started, it’s best to choose a CRM built specifically for ecommerce. Platforms like Omnisend is designed to connect customer data with marketing automation. You can start with a free account, making it easier to turn insights into action and build long-term, profitable growth.

FAQs