CRM Tools for E-Commerce

Here's an in-depth list of the best e-commerce customer relationship management (CRM) tools best for the needs of your online business. Attracting new customers isn't an easy task. Stay on top of the competition!

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RICS Software

RICS Software

RICS Software, Inc. develops software solutions for retail market worldwide. It provides inventory and customer relationship management, point of sale, reporting, data management, accounts receivable, eCommerce, and hardware solutions to single and m...

AudienceView

AudienceView

AudienceView provides an enterprise-level e-commerce solution to the entertainment industry, including commercial and not-for-profit arts organizations, regional ticketing agencies, arenas, film festivals, college athletics, professional sports teams...

eAssist.com

eAssist.com

eAssist is a provider of electronic customer relationship management (eCRM) solutions for e-commerce and Global 2000 companies. The company's products provide customer service and retention, reporting and analysis, and guided campaign development.

ProspectSoft

ProspectSoft

ProspectSoft provides niche, award-winning Stock-Aware CRM (Customer Relationship Management) and e-commerce software for Business-to-Business (B2B) Distributors, Manufcturers and Wholesalers. Its technology can be fully integrated with clients’ exis...

Omega Softwares

Omega Softwares

Omega Software"s has come a long way. We have a team of professional web developer, designers and experienced digital marketing people, who always deliver great personalized services as per business requirement. This includes ideas, services and desi...

Customer Focus Standard

Customer Focus Standard

Customer Focus provides e-commerce, enterprise resource planning, customer relationship management and marketing services.

EDGE Commerce

EDGE Commerce

Edge Commerce is a B2B ecommerce software with built-in ERP and CRM capabilities. Platform developed an optimised for B2B online ordering and management. Running on the cloud, Edge Commerce allows you to manage your business on the go, anywhere, anyt...

Exerve

Exerve

Exerve provides business management software solutions including ERP, CRM, and e-business for businesses with 1 to 1,000 employees. Exerve knows how software works - but more importantly - we have an intimate knowledge of how business works. Our sof...

Pipedrive

Pipedrive

Pipedrive is a sales-focused customer relationship management tool that teams of all sizes love using. With 90,000+ paying customers spanning across 155 countries, sales teams are drawn in by our CRMs simple yet powerful design that prioritizes usabi...

What is a customer relationship management software?

Connecting and keeping up with every customer is paramount to business success albeit a difficult task. A customer relationship management (CRM) software is a tool that helps sales teams close more deals by facilitating and consolidating interactions with leads in one place.

In a nutshell, a customer relationship management software allows users to:

  • Store lead and customer information in a centralized database
  • Monitor deals and tasks to drive sales conversion
  • Create data-driven sales campaigns and strategies
  • Review sales team performance and revenues

E-commerce businesses need to understand the customer journey in order to make impactful connections. With a CRM solution, it becomes possible to track website and email engagements, so sales teams can know which leads are most interested in its products and can intercept at the right time.

Price to get started:

There are web-based CRM tools that can be utilized for free by small businesses. To manage sales tickets in bulk, paid plans renewing monthly may be availed at 12 USD per user. Annual subscriptions provide at least 15 percent cost savings. Additional features like creating automated email sequences and omnichannel coverage may be tested through trials to see how it fits the business’ needs for 14 to 30 days.

Benefits of using a customer relationship management software

Enhances customer experience. CRM tools store data per lead. This includes contact information, website visits, and conversation trails among others. With this, sales teams are able to put every communication in context. Accurate responses and value offers reduce friction and delight would be customers. Including in outreach campaigns, personalization can easily be applied, so customers only receive messages that resonate with them.

Boosts process efficiency. Having a centralized hub to manage sales activities increases process visibility. All members of the sales team get a complete picture of pending opportunities and conversations. CRM tools help them know priorities by scoring leads and organizing deals by value. With automation features, repetitive tasks (e.g. lead import, templated email sending, and field updates) are also eliminated, and time can be allocated to closing activities.

Informs sales strategies. Managers are able to read reports on conducted outreach campaigns and team performance in a CRM software. This means that sales copies can be reviewed against open rates and click throughs. Activities and wins per agent through time can also be assessed. With this data, it is possible to optimize strategies, understand obstacles, and improve processes, so the team can render more sales for the business.

Features to check when comparing CRM software

  1. Standard features to review

Contact directory. Customer relationship management tools are designed primarily to store lead and customer data. This helps e-commerce businesses collect and organize information on the cloud for easy access and increased transparency. This database can easily be searched by team members — clarifying accountability and avoiding overlaps in transactions.

Lead scoring. Leads stored in a customer relationship management software can automatically be evaluated based on preset scoring guidelines. Sales strategists configure the system to assign values to customer data points based on buyer personas. This feature helps e-commerce businesses quickly spot warm leads and prioritize high value deals.

Pipeline management. A CRM solution should have a dashboard that displays all live opportunities. In this dashboard, sales agents can update deal stages to record and monitor progress. This gives managers a real-time overview of the pipeline to predict sales achievements per given period of time. By making overdue transactions visible, it also triggers strategy making so action steps to overcome hurdles can be identified.

Email integration. With this feature, sales agents can sync their email accounts to be able to send and respond to messages in-app. Shared inboxes can also be connected to make sure that no opportunity is missed. With this kind of set up, all conversations are filed per contact. Therefore, detailed communication history can be pulled up anytime as needed. Additionally, email opens can be tracked, so follow ups can be done accordingly.

  1. Additional features for next-level customer relationship management

Workflow automation. There are several automations that can be set up in advanced CRM solutions. First and foremost, they can instantly capture lead data from website forms. Next, it can schedule bulk emails or trigger messages based on certain criteria (e.g. visited specific web pages, became idle after several days, clicked a certain link). Finally, it can auto-update fields or auto-create tasks to help sales teams manage work.

Cross-channel communication. Full-package solutions allow sales teams to leverage other communication methods. Such CRM tools allow e-commerce businesses to install a live chat widget on its website to connect with visitors and customers. There could also be the capacity to incorporate text messaging in sales sequences, and some equip agents with a sales dialer for calling and recording conversations with a list of people.

Reporting and analytics. Having data aggregated by a CRM solution makes it easy for managers to calculate acquired sales per period and per agent. It can also present insights on the most profitable segments and campaigns. If agents track their activities well, they can tell which tactics generate them wins, and double down on such methods instead.

Cost of setting up a customer relationship management software

CRM software providers typically make use of tiered subscription models. This means that some features are gated depending on the plan availed by the user. Paid functionalities include custom contact fields, workflow automations, and email sequences.

While there are freemium tools in this category, e-commerce businesses with a growing list of leads may need to look into purchasing at least a small subscription which may start at 12 USD per month. The right solution for the team would also depend on the number of users, pipelines and email sends. Collaboration features and reports are added in premium plans.

By opting for annual billing, businesses can save at least 15 percent. Free consultations and demos are available for decision-makers. Service providers assist in setting up the CRM with complementary onboarding programs. Most also have online knowledge bases to help everyone get started and settled in using the product.

Considerations when choosing a customer relationship management software

  1. Business and process compatibility

Scale up e-commerce businesses look into selling wholesale and partnering up with other retail sellers. These are new opportunities to generate sales and widen reach. In this endeavor, CRM tools come in handy. It supports outreach strategies to find large-scale customers and build long-term relationships with bulk buyers.

In essence, a customer relationship management software helps e-commerce sales teams win and manage new accounts. The process normally involves extensive lead generation and bulk contact nurturing. Especially for companies looking to expand in international markets or to venture in brick and mortars, a huge list of potential customers would need to be processed to find success. Without the capacity to automate some steps, it may take a long time for deals to come through.

A CRM solution that is customized to properly monitor a business’ pipeline can significantly shorten the time it takes to convert leads to customers. Processes created around it can facilitate scalable sales strategies which could result in more opportunities for agents to broker. It is therefore important to find a solution that is flexible and can be configured to serve the business’ needs and the team’s workflow.

  1. Possible adoption concerns

Technicalities. E-commerce businesses especially those that are of medium to enterprise scale may have a unique pipeline management strategy. The conversion process could differ for everyone, hence, tools that offer customizable contact fields and workflows would be ideal. In most cases, CRM tools enable users to work on configurations independently through an intuitive interface and live chat support.

Integrations. Should the business already have an existing phone and email automation solution, then it would benefit the team to have them integrated with the CRM software of choice. It may also be worthy to consider syncing with help desks, financial management tools, and enterprise planning solutions. In doing so, users may refer to the provider’s list of third-party integrations to see if there is available support for their already existing technology stack.

Scalability. A CRM solution should be able to handle a growing list of leads and contacts. Some tools have specific limitations when it comes to sending bulk emails which may interfere with the productivity of the team, so best to check on this early on. This decision should after all support long-term goals. In reviewing automation features, it is best to assess how it can scale personalized customer experiences instead of merely being able to blast out sales messages.

Frequently asked questions

  1. Would an e-commerce business need a customer relationship management tool?

Yes. A customer relationship management tool helps sales members better understand its target buyer. This way, e-commerce businesses are able to make lasting connections particularly with wholesale customers and retail partners.

  1. What can I do with a customer relationship management tool?

A CRM tool can store all lead information and customer data. It can automate lead segmentation and scoring with reference to the e-commerce business’ buyer personas. It also helps sales managers oversee deals entering the pipeline.

  1. How can a customer relationship management software help my team?

A customer relationship management software can help teams manage sales activities. It can be configured to automatically create tasks that facilitate the movement of leads through the funnel. It also generates insights on segments and campaigns that yield high returns through time which helps managers optimize strategies for the business.

  1. Can a CRM software help increase my sales or cut my costs?

Yes. By reducing the time spent on updating directories, manual follow ups, and monitoring of customer activity, a CRM tool shifts the focus of sales teams to closing activities. It also makes high-value tickets more visible for agents to prioritize.

  1. Is there a free forever customer relationship management tool?

Yes. Free forever plans are beneficial to e-commerce businesses that are at its early stages. It can help pioneer sales members collaborate on building leads lists. From there, it should be easy to move to a paid plan where sales processes can be established and outreach can be scaled without sacrificing personalization.

  1. What is the best customer relationship management software?

Identifying the best CRM tool for a specific e-commerce business would depend on multiple factors mainly:

  • Team size
  • List building activity
  • Campaign strategy
  • Sales goals
  1. What customer relationship management tool subscription should I get?

CRM software providers bundle features for small, medium, and enterprise businesses. They provide free consultations and demos with potential users. To decide on the right subscription, it would be important to know how many members are to be onboarded, the size of the leads list, and the desired email sending capacity.

  1. Which features should I prioritize when choosing a CRM solution?

Two-way email integration and features helping with lead segmentation should be standard in a customer relationship management software. These provide sales agents with the basic capability to define its target audience and create meaningful conversations.

  1. What reports can I generate using a customer relationship management software?

A customer relationship management software helps forecast and monitor sales. It can track performance of members, customer segments, and lead generation strategies. Some tools also share insights on effective outreach campaigns by reporting on email opens and click throughs.

  1. How do I set up a customer relationship management solution?

Software providers make CRM solutions relatively easy to set up. They make interfaces that are highly intuitive so that non-technical or new users can still manage lead imports, bulk emailing, and reporting on their own. Self service is possible through extensive online training resources, but chat agents are usually available to help on more technical concerns real-time.

  1. How can a CRM software help me manage cross-channel communication?

Aside from email, sales agents typically get on the phone and connect with leads on social media. Some CRM solutions are able to consolidate all this communication so that there is an accurate log of interaction. This helps provide context in conversations and transactions.

  1. Can I send emails in bulk with a customer relationship management tool?

Yes. CRM tools enable one to many email sending. By being able to segment contacts (e.g. by demographic information and engagement level), it can be ensured that every message is only received by related contacts. Merge tags are also useful in this situation to personalize copies.

  1. Would I also be able to schedule follow ups using a CRM software?

Follow ups can either be scheduled or automated using a customer relationship management software. Scheduled follow ups can be emails, calls or other sales activities queued as tasks in the system. Automation may also be used so that messages are sent out at a time when leads are active or when they meet criteria that suggests suitability for specific campaigns.

  1. Is there any limitation to the amount of data I can store in a CRM solution?

Depending on the software provider and the business’ subscription plan, CRM tools may have limitations on the number of imported leads. Nonetheless, it is quite common to find solutions that offer unlimited storage of contact information. That would certainly be beneficial to e-commerce companies hoping to scale significantly.

  1. How can I make a customer relationship management software work for my team?

Customizing contact fields, list views, dashboards and pipelines can help sales teams be more effective. It eliminates confusion and makes important data, contacts, and deals more visible.

Sources and related articles

12 Features to Look for in a CRM Solution

What is the best CRM solution for e-commerce sites?

7 Benefits of CRM in e-commerce

CRM Trends for 2020: Users want products that give back

That should be enough in giving you an idea of what CRM tools to use for your e-commerce business. It must be tailored specifically to the sales of your online store. Increase your sales with the best CRM tools now!

We continuously collect trending content around e-commerce. Let us know your best email to receive our favorite collections weekly in your inbox!