The 10 best ecommerce CRM software [2024]

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If you’re an ecommerce merchant, you know how important it is to keep track of customer interactions and data. After all, your customers are the lifeblood of your business.

That’s where ecommerce CRM software comes in. With the right tool, you can easily organize and analyze customer data, automate repetitive tasks, and improve your overall customer experience.

In this article, we’ll look at the best ecommerce CRM platforms on the market and discuss how to choose the right one for your business.

In this post:

• What is ecommerce CRM?
• Best ecommerce CRM software
• 1. Omnisend — Best for growing ecommerce brands
• 2. Zoho CRM — Best for automating your sales processes
• 3. Salesforce Customer 360 — Best for scaling your business
• 4. Pipedrive — Best for small online businesses
• 5. HubSpot — Best free ecommerce CRM
• 6. Freshworks — Best all-in-one CRM
• 7. Metrilo — Best for businesses that need advanced analytics
• 8. Capsule — Best for medium-sized online businesses
• 9. Less Annoying CRM — Best for simplicity and affordability
• 10. Copper — Best for solopreneurs
• How we curated this list of best ecommerce CRM software
• Summary

What is ecommerce CRM?

Ecommerce CRM is a system specifically designed to help online businesses manage their interactions with customers. It focuses on tracking customer behavior and interactions throughout the lifecycle, from the first click to the final purchase.

Best ecommerce CRM software

Ecommerce CRM software can be a game-changer for your business. These powerful tools can centralize customer data and provide insights to personalize your shopping experience.

Here are the best ecommerce CRM software you can use for your business: 

• Omnisend — Best for growing ecommerce brands
• Zoho CRM — Best for automating your sales processes
• Salesforce — Best for scaling your business
• Pipedrive — Best for small online businesses
• Hubspot CRM — Best free ecommerce CRM
• Freshworks (Freshsales) — Best all-in-one CRM
• Metrilo — Best for businesses that need advanced analytics
• Capsule — Best for medium-sized online businesses
• Less Annoying CRM — Best for simplicity and affordability
• Copper — Best for solopreneurs

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 to build their customer relationships, Zoho is known for its stellar sales automation capabilities, which include AI and machine learning features.

On top of that, Zoho offers lots of customization options, which let you create your own version of the platform and easily add more advanced options as you grow.

Our experience with Zoho

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

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

These help streamline marketing workflows and deliver better results. We found the interface to be user-friendly, even for those who are not particularly tech-savvy.

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

The following image provides a glimpse of how the system works.

However, the number of features can be overwhelming at first, and there’s a learning curve associated with them.

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 makes it easy to distribute leads among team members and offers in-depth tracking. Additionally, Salesforce offers ample customization freedom, so you can 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.

The 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 find the information needed. 

However, 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, which is especially relevant for small ecommerce businesses.

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. You get a clear snapshot of all your deals at every stage, which helps identify bottlenecks and prioritize tasks.

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, it doesn’t have advanced built-in marketing automation features. If you need a robust marketing solution, you 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 has no free plan but it offers a 14-day full-access free trial. Paid plans start from $14/user/month, with more features added in each tier.

5. HubSpot — Best free ecommerce CRM

HubSpot is among the best CRM solutions for ecommerce businesses. It’s a massive name 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. The premium version includes more features ideal for bigger ecommerce businesses ready to take the next step with their business goals.

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 you can see 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 gave us a complete view of our customers’ journeys.

However, we feel that the pricing is a bit 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. 

Also, the cost of adding additional users or features can quickly add up. 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 who 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 offer a personalized experience.

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 the web, email, and social channels. It’s easy to track and respond to customer inquiries in a timely and efficient manner.

While we had a positive experience with Freshworks, 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 the generative AI, can be difficult to set up and configure for beginners.

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 a great fit for merchants who need more sophisticated data analytics on customers and sales. Its standout feature is Intelligence Growth Assistant, which helps you make the most of your data, offering tips to optimize your online store’s performance.

Our experience with Metrilo

We found Metrilo to be great 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 allows you to gain valuable insights and make data-driven decisions quickly. Even complex metrics like sales attribution are provided with clear 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 useful 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 can save you a lot of time and effort in manually entering data.

Additional features like 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.

However, basic task management features seemed 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 2 users and 250 contacts. Paid plans start at $21.

9. Less Annoying CRM — Best for simplicity and affordability

Less Annoying CRM is one of the most easy-to-use CRMs for ecommerce businesses. It consolidates all your customer data — contacts, tasks, notes, and files — in one central location. 

This means that everyone in your team can access the information they need, fostering seamless collaboration.

Our experience with Less Annoying CRM

Less Annoying CRM is a simple CRM for ecommerce businesses with a clean and intuitive interface. 

As shown in the image below, setting up sales pipelines is easy on the platform. It comes with a variety of templates to help you track leads and opportunities.

There are also custom fields to add information for every contact to match your specific sales process.

One standout functionality Less Annoying CRM offers is the API portal. This feature lets you integrate third-party apps to create tasks and add leads from other platforms.

You can track tasks, deals, and communication history for each client since all the data is organized within a centralized file storage.

However, we found the lack of a built-in email marketing function to be a major drawback of this tool. If email marketing is a core part of your CRM strategy, you’ll need to integrate a separate tool.

Key features for ecommerce:

• CRM calendar  
• Marketing automation      
• Reporting and analytics
• API documentation
• Data import/export   

Pricing: 

Offers a 30-day free trial, and paid plans start at $15/user/month.

10. Copper — Best for solopreneurs

Copper is one of the best CRM for small ecommerce business use, including solopreneurs. It helps these companies build strong customer relationships and attract newcomers to their brand.

Copper promises a simple, no data entry setup. They automatically organize all of your emails, calls, files, and notes for every contact, giving you a complete view of your relationship history and allowing you to find all of your key information at the drop of a hat.

Our experience with Copper

Cooper was one of the best CRM tools for ecommerce businesses that are strong on integration, particularly with Google.

If you frequently use Google Workspace products like Gmail, Docs, and Drive, it’s easy to link them directly with Copper. This creates a more intuitive experience. 

You can attach relevant Docs, Sheets, and Slides directly to your CRM records, as seen in the image below.

Having customers’ contact information and communication history readily available within Gmail streamlines the workflow immensely. Moreover, the ability to manage tasks and opportunities directly within Copper keeps everyone focused and accountable.

We’ve also found the pipeline management features incredibly useful for visualizing our ecommerce sales funnel and identifying potential roadblocks.

The only real drawback we’ve encountered is the lack of robust duplicate contact management. Because contacts are imported from multiple sources, there can be occasional duplicates.

Key features for ecommerce:

• Google Workspace integration
• Web tracking
• Contact management
• Autoresponders

Pricing: 

A 14-day free trial is available. Paid plans start at $29/month.

How we curated this list of best ecommerce CRM software

Summary

Ecommerce CRM software is essential for ecommerce businesses. It helps organize and analyze customer data, automate tasks, and improve customer experience. 

With an ecommerce CRM, you can gain a 360-degree view of your customers, understand their buying habits, and personalize your marketing efforts.

We’ve covered different types of ecommerce CRM platforms in this post to cater to diverse clients.

Pick the one that suits you best and use it to improve your customer relationships.