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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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Sales Cloud is equipped with customer relationship management (CRM) functionality that encompasses lead management, marketing automation and contact management solutions. It assists businesses in overseeing customer accounts, monitoring sales leads, execut...Read more about Salesforce Sales Cloud
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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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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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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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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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monday CRM is a sales platform that helps businesses streamline sales cycle. The platform caters to a range of industries, such as real estate, software and IT services, media and communications, manufacturing, financial services, consumer goods, and healt...Read more about monday CRM
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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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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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Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-market organizations. ...Read more about Workbooks
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Creatio CRM is an all-in-one platform that helps businesses manage the customer and revenue processes. It serves a variety of industries such as banking, credit unions, insurance, and telecommunications. The platform provides a unified CRM experience, enab...Read more about Creatio CRM
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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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With Clio, legal professionals can simplify every aspect of their law firm operations, from billing to communication, document management, client intake, and beyond. The software aims to provide everything a law firm needs in one centralized platform, ensu...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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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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MortgageHalo from Halo Programs is a cloud-based customer relationship management (CRM) solution designed for the residential mortgage industry. It includes automated marketing on behalf of loan officers to their prospects, referral partners and borrowers....Read more about MortgageHalo
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DealerCenter is a cloud-based dealer management system designed to help small to large businesses manage processes related to accounting, customer relationships, auctions, inventory, digital marketing and more. The centralized platform allows users to inte...Read more about DealerCenter
Less Annoying CRM is a contact management solution designed for small businesses. It helps them manage contacts, track leads, and stay on top of follow-ups. The platform offers several key features to help small businesses stay organized and productive. It...Read more about Less Annoying CRM
Automotive CRM is a comprehensive solution for independent car dealers. It is built to help dealerships manage existing and prospective customers, track sales team activities, monitor appointments, see customer status, plus more. Automotive CRM uses a lead...Read more about AutoManager
Flowlu is a cloud-based, all-in-one business management solution designed for teams of all sizes and industries. Whether you're managing projects, tracking sales, or handling finances, Flowlu brings everything together in a single, intuitive platform. Pow...Read more about Flowlu
LiveAgent is an online Help Desk solution for eCommerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals and change and license management, all as either in-suite or stand...Read more about LiveAgent
Google Contacts is a cloud-based solution that allows enterprises to store and manage contacts in a built-in directory. Professionals can create/import new contacts with details such as mailing address, phone number or directory profile and categorize them...Read more about Google Contacts
This detailed guide will help you find and buy the right ecommerce crm software for you and your business.
Last Updated on January 27, 2025Odds 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
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.
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
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.
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.