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Grow your revenue and profits with intelligent sales automation with Sales Cloud. Help every rep be more efficient. Close more deals. Collect cash faster. Boost growth and profit with intelligent automation and integrated tools from Sales Cloud. This Sale...Read more about Salesforce Sales Cloud
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Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamline payment processing. Fea...Read more about Thryv
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Supercharge your sales process with Sales Hub, a powerful and easy-to-use sales CRM that includes sales engagement tools, configure-price-quote (CPQ) functionality, and robust sales analytics and reporting for growing teams. Optimize your sales process wit...Read more about HubSpot Sales Hub
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Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Key f...Read more about Claritysoft CRM
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Insightly is the modern, affordable CRM that teams love. It’s easy to use, simple to customize, and scales with companies as they grow, solving common pain points that legacy CRMs can't. Insightly helps teams build and convert sales pipeline, increase prod...Read more about Insightly
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Top Producer is an all-in-one business management platform designed specifically for real estate agents and teams. Grow your database and convert more leads with cutting-edge lead generation and marketing automation. Smart follow-up technology helps to gen...Read more about TOP PRODUCER
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Close is the sales engagement CRM designed to help SMBs turn more leads into revenue. At Close, were dedicated to the business of the future: smart, agile teams who work remotely. If you're a tech-enabled team who needs to scale without overpaying for ente...Read more about Close
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Built on top of monday.com Work OS, monday CRM is a no-code, customizable solution that empowers managers and sales teams to take control of their entire sales cycle - from lead capturing and sales pipeline management to post-sales management like client p...Read more about monday CRM
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Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for businesses in industries su...Read more about Shape
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Creatio is a global vendor of a no-code platform to automate workflows and CRM with a maximum degree of freedom. Creatio offering includes a no-code platform (Studio Creatio), CRM applications (Marketing, Sales and Service), industry workflows for 20 verti...Read more about Creatio CRM
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SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact, deal, case and lead ma...Read more about SalesNOW
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Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action involved in converting a potent...Read more about Pipedrive
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BNTouch Mortgage CRM is a fully integrated digital mortgage system, CRM, marketing, and POS tool offering a comprehensive mortgage business growth platform for loan officers and mortgage companies. BNTouch Mortgage CRM includes an extensive suite of f...Read more about BNTouch Mortgage CRM
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FunnelMaker is a cloud-based customer relationship management (CRM) solution designed for businesses of all sizes. The solution offers a user dashboard and helps in automatic sales tracking, email tracking and opportunity management. FunnelMaker offer...Read more about FunnelMaker
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Boomtown provides marketing and sales automation solutions for the REAL ESTATE industry. Through Boomtown, brokers can select and customize a lead generation website, track and nurture leads, and monitor team success and sales. The application is SaaS base...Read more about BoomTown
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Ranked #1 by over 250K Agents - BoldTrail is a complete real estate platform that empowers brokerages, teams, and agents to scale and grow faster than than their competition: MORE Agents & Teams Choose Brokerages with BoldTrail. Here’s why: 1) Dedicate...Read more about BoldTrail
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LeadSquared is a cloud-based marketing automation and customer relationship management (CRM) solution for businesses of all sizes. It serves clients in industries such as finance, e-commerce, education, health and wellness, marketing, real estate, software...Read more about LeadSquared
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SugarCRM is a Customer Relationship Management (CRM) platform, expertly crafted to enhance interactions with prospects and customers while accelerating sales success. Renowned for its cost-effectiveness, this potent solution enables users to reduce the tot...Read more about SugarCRM
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Ranked #1, Clio is the leading law practice management software used by over 150,000 lawyers and with the most 5-star reviews. The only legal software with 1,500+ reviews on Capterra. Lawyers can access and manage their work in one central system - with ...Read more about Clio
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Pipeliner has revolutionized CRM with our unique visual interface, no-code workflow automation engine, and instant, dynamic insights and reporting. This CRM provides both salespeople and sales management with many ways of displaying and analyzing sales ...Read more about Pipeliner CRM
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FreeAgent CRM is a fully-featured CRM that helps your team get organized, gain visibility into day-to-day work, and get more done with a powerful, easy-to-use sales platform your sales team will actually love. Work smarter and faster with instant visibil...Read more about FreeAgent CRM
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Designed and developed exclusively for student-specialist marketers and recruiters, Akero, built by Net Natives, helps you improve marketing performance and increase student enrollments. It’s an easy-to-use platform that sits as an end-to-end solution or...Read more about Akero
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An Inc. 5000 fastest growing private company, recognized by Gartner as a top viable vendor for Integrated Revenue and Customer Management solutions via its Symphony suite. Carriers and Service Providers must be Agile in launching new services and dist...Read more about Symphony
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LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management, marketing automat...Read more about LeadMaster
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Lofty is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Lofty sends automated alerts when a ...Read more about Lofty
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Popular Comparisons
Buyers Guide
This detailed guide will help you find and buy the right ecommerce crm software for you and your business.
Last Updated on August 21, 2024Odds are that you've engaged in ecommerce, whether you realize it or not. Boiled down, ecommerce is any form of commercial transaction conducted online—from purchasing a dress on Amazon, to bidding for a rare collectible on eBay or even just ordering a pizza.
As you might imagine, ecommerce is a huge component of business today, accounting for almost 10% of all retail sales, according to the U.S. Department of Commerce. This means that it's not just retail giants like Wal-Mart or Pizza Hut who need to engage in ecommerce, but also small to midsize businesses (SMBs).
Like all forms of selling and sales, ecommerce needs to focus on the needs and preferences of your customers, which is where ecommerce CRM (customer relationship management) software comes in.
Ecommerce CRM software will help your business reach out to more potential customers and clients, keep track of their preferences and determine how you're best suited to meet their needs.
This Buyer's Guide will take you through the process of determining what ecommerce features and systems might be right for your business, so that you can make an informed choice in selecting the best software for you.
Here's what we'll discuss:
What Is Ecommerce CRM Software?
Common Features of Ecommerce CRM Software
Ecommerce CRM Software vs. CRM Software Suites
What Is Ecommerce CRM Software?
In general, CRM software supports the automation of the processes and best practices related to managing an organization's interactions with customers throughout the entire customer life cycle.
In practice, this means storing contact details, tracking interactions, predicting next steps and providing other tools that are useful to sales, marketing and customer support teams when they are dealing with customers.
Ecommerce CRM software, then, provides all of these functions plus features specific to the digital sales landscape, such as storing customer history, tracking shipping preferences and suggesting related purchases.
Essentially, the ecommerce CRM system will track your customers' journey through your digital store in order to provide you with a clear map of future marketing and sales opportunities, which it accomplishes through a variety of related features.
Common Features of Ecommerce CRM Software
Below is a table featuring some of the most common features of ecommerce CRM software. Some of these are common to all CRM software, while others are unique to the ecommerce CRM landscape. We will discuss the difference between catch-all CRM suites and dedicated ecommerce CRM systems in the next section.
Data tracking | Track your customers' data as they engage with your website in order to gain an insightful overview of their behavior. |
Store customer contact information in a searchable system. | |
Customer segmentation | Segment individual contacts into lists for categorization and management, particularly in regards to email marketing. |
Interaction tracking | Document conversations held by phone, in person, through live chat, email or other channels. |
Forecasting/reporting/analytics | Track and aggregate data (often visually) regarding performance and productivity, in order to facilitate the generation of predictions for future activities. |
Create, launch and track email campaigns. Some systems will integrate with email providers or seperate email marketing tools. | |
Customer support tracking | Create trouble tickets for external customers/clients, routing those tickets to the appropriate people/department and tracking outstanding tickets. |
Grade leads using certain attributes to identify those most likely to result in a sale. | |
Social media integration | Integrate with social media for prospecting, with the ability to add social profiles to contact details |
As with all CRM software, the most important aspect of your ecommerce CRM will be how you track your customers' data as well as interactions you've had with them. Almost all systems will feature a customer contact profile that keeps track of this information for each contact, like the one below.
A customer contact profile in Less Annoying CRM
Ecommerce CRM Software vs. CRM Software Suites
Though there are some unique CRM platforms that are specifically dedicated to ecommerce CRM, the most common form of ecommerce CRM software is part of a larger CRM suite. Here are the key differences between these two options:
Ecommerce CRM software: This software is specifically designed for ecommerce business. It may have extra functionality just for this purpose—such as real-time segmentation and analytics, and a marketing focus—but in exchange it may lack some of the broader features of CRM that you might find useful, like sales force automation or customer service and support.
CRM software suite: A CRM suite can be as broad or as specific as you'd like it to be, ranging from SMB-focused CRM software vendors to large systems used by enterprise-level corporations. In exchange for access to the fullest extent of CRM features, you may lose some of the specific, ecommerce-based functions that could be provided by an independent ecommerce CRM system.
Key Considerations
Other factors to take into consideration when picking the best ecommerce CRM software for your business include:
Integration with other systems. Given that it will be constantly exchanging data with your outward-facing, retail-based ecommerce platform, you must ensure that your ecommerce CRM system integrates well with that platform. Similarly, you'll want to check with your vendor to see if/how the system you plan on using will integrate with other important software you rely on, such as any independent sales or marketing software that you use.
Business size. The type of ecommerce platform you choose will rely in no small part on the size of your business. If you have a small, online store where you fulfill most orders personally, but you still want to track your customers' data, then either an independent ecommerce system or else a very basic CRM suite should give you that functionality. For larger businesses, with hundreds or thousands of orders a day, you'll definitely want a more robust ecommerce CRM system, probably as part of a larger CRM suite that you're using for all aspects of your business.
Cloud-based software vs on-premise software. Almost all independent ecommerce CRM system will be cloud-based, meaning that the vendor hosts the software and gives you access to it over the internet. Thus, your startup costs will be low and you won't need to pay for IT resources to help your company implement the software. This is in contrast to on-premise software solutions, which require a company to host the hardware on which the software runs. Though some software today still operates on this model, that is largely only done by enterprise-level organizations, and only something you should consider if you are a large company utilizing an all-encompassing CRM suite.