Want to take your customer experience to the next level? Consider a CRM tool.
We look at 5 best eCommerce CRM (Customer relationship management) software tools on the market today and how to choose the right one for you.
For every eCommerce business, it’s vitally important to keep track of customer relationships. Once your business reaches a certain size, that task becomes virtually impossible without a professional eCommerce customer relationship management system, ECRM for short.
The benefits of eCommerce CRM Software
There are many advantages to using a CRM system for your operations. First of all, more timely and precise customer tracking opens up valuable opportunities for cross-selling and upselling. The better you understand your clients’ purchasing habits, the higher your average order value is going to be.
CRM systems might be quite pricey, but in the long run, they’re actually going to save you money and lots of time. Modern CRMs are all about the automation of internal and external processes like emails, invoicing, reporting, and financial forecasting. Instead of doing all these things manually, you can create smart workflows that are triggered once you or your customers perform certain actions.
Marketing Automation is a big bonus of using a CRM solution, especially if it’s linked to your eCommerce platform. You can potentially run basket abandonment emails, and automatically update purchase history data into your CRM, this allows you to stay on top of customer behavior and send highly targeted and relevant sales and marketing email campaigns.
Finally, leveraging a CRM system will eventually increase your customers’ happiness. They will feel like they’re being listened to more closely and provided a better experience.
The 5 best eCommerce CRM software tools on the market
These are our five picks for the best CRM software around at the moment. Each has its own advantages and disadvantages, but if you’re looking to compare a couple there would be the ones to look at.
Pipedrive is a CRM tool that is very much focused on sales. One of the great things about this eCommerce CRM is that it has been designed for teams of all sizes. In fact, there are more than 90,000 businesses making the most of this tool across the world.
In terms of ease-of-use for eCommerce business owners, Pipedrive ticks all of the boxes. The dashboard is intuitive yet it is powerful, with usability being the number one priority. No matter whether you are a beginner or you have experience with CRM software, we are sure you will have no trouble getting to grips with it.
Pricing is very straightforward. Prices start from $15 per month for each user. This grants you access to all of the features. There is a free trial, though, to help you determine whether or not this is the right product for you.
The features are extensive and powerful. You can expect territory management, quotes, and proposals, multiple integrations with marketing automation tools like Drip or Outfunnel, document storage, task management, segmentation, mobile access, leading scoring, and a calendar system.
Pipedrive is among the most comprehensive, and yet intuitive and affordable CRM solutions out there. It might help you to keep in touch with your customers, run smart email campaigns, reengage those who abandoned their carts – the possibilities are endless.
2. Copper CRM
Another CRM that is worth looking into is Copper. This has been designed for small companies that are looking to grow their customer relationships and manage a greater number of sales.
With Copper CRM, the eCommerce managers can easily accomplish tasks that were once made difficult. One of the great things about Copper is that it can easily be integrated with your website, lead capture forms, and common tools that a lot of businesses already use, such as Slack, Mailchimp, and Gmail.
Pricing is also straightforward. It is just a bit more expensive than Pipedrive, with prices starting from $19 per month, per user. Rather than a free trial, there is a free demo that enables you to see how the product works.
The features are very similar to Pipedrive as well, including territory management, quotes and proposals, internal chat integration, document storage, task management, segmentation, email marketing, and a calendar system.
Copper has a great customer support center, featuring detailed articles and webinars. Even if you haven’t used a CRM system for your eCommerce business before, Copper would make sure that your learning curve is smooth and pleasant.
3. Capsule CRM
According to its creators, Capsule CRM has been designed for businesses that have between 10 and 1,000 employees – most of the eCommerce businesses fall into that category. Around the world, there are currently 15,000 companies using this platform, so it definitely has a good reputation.
Capsule can also be integrated with popular apps that your eCommerce store might be using, including Zapier, MailChimp, Google Data Studio, and Google G Suite.
There is a free version of the product available, although this is limited, as you would expect. You can also try out the free trial. Once you move onto the paid product, prices start at $18 per month, per user.
The selection of features in Capsule is pretty standard compared to Copper and Pipedrive. You will also find that there are some good features catering specifically to eCommerce businesses, among them sales forecasting. Lead management is pretty extensive, covering source tracking, pipeline management, lead scoring, lead distribution, interaction tracking, and much more.
4. Zoho CRM
We cannot talk about mentioning CRM systems for eCommerce without discussing Zoho, as it is one of the most popular options out there. This is partly due to the fact that it has been designed to empower organizations of all sizes. It also offers a wide range of features too.
In fact, you can even create your own bespoke version of Zoho CRM, ensuring it is fully tailored to suit your needs.
In terms of pricing, there is also a free version of this product and a free trial too. Zoho CRM pricing begins from $12 per year, per user. As you may expect with pricing starting from such a low rate, there are different packages and different features are available depending on the plan you choose.
The eCommerce CRM features that Zoho boasts include everything that you would want and need. This means all the standard features, as well as more advanced features like financial forecasting and customer experience.
An advantage of using Zoho CRM for your eCommerce business is that it makes your system very extensible and easy to integrate with multiple other Zoho products.
5. Hubspot CRM
Our final recommendation when it comes to eCommerce CRM systems is HubSpot. This has been designed for larger eCommerce teams that are very much centered on growth and taking their business to the next level.
The organization of Hubspot CRM is very impressive. You can see all of the details about a lead in one place, enabling you to make your workforce more empowered, which will lead to better customer relationships and improved efficiency.
There is a free version available, and a free trial as well. The pricing works a bit differently. The CRM is free, and then you pay for premium marketing automation and sales features. We would advise delving into the features you need so you can get an idea of the cost.
CRM features are extensive. You get all of the CRM features listed for Pipedrive or Copper, except there is not any territory management with this platform. HubSpot also covers project management, scheduling, quotes and proposals, forecasting, and client tracking. Furthermore, you will get lead management and financial CRM.
Adding to its potential as a CRM solution, Hubspot is made even more powerful by its expansive App Ecosystem. Different kinds of plug-ins allow you to bring more to the table and complete more tasks within the app itself.
Switching from app to app is not only a massive time-suck, but it also gets confusing and leads to disorganization. Hubspot’s smooth integrations allow you to save time and manage your workflow more efficiently. Among Hubspot CRM’s multitude of app partners, you get integrations that allow for automation, social media management, email marketing, event organization, lead generation, and even video conferencing.
Choosing The Best eCommerce CRM Software for your business.
When choosing a CRM system for your eCommerce business, think not just about where you are currently – but where your business is going to be in 12-18 months. Setting up an eCommerce CRM system takes time and effort, and so you have to be confident that you won’t outgrow the platform of your choice too soon.
Among the alternatives above, Pipedrive, Copper, and Copper might work best for small and medium eCommerce businesses. They’re easy to set up, don’t require big investment upfront, and can scale with your organization to a certain point. All three of those CRM systems have all the features you need to accomplish your goals.
If you’re running an established eCommerce business that already has all the processes in place and is looking to scale up to the next level – Hubspot might be a better option. It’s much more than a CRM, as it comes bundled with the powerful marketing automation and sales platform.
If you’re using email marketing you’ll want to make sure whatever CRM platform you choose can integrate seamlessly into that, ensuring customer data is compliant and consistently kept up to date. This way you’re marketing campaigns will always be effective and drive business performance.
This post was written by Vlad Shvets from Paperform.
eCommerce CRM Frequently Asked Questions
E-commerce CRM (ECRM for short) is a customer relationship management system designed specifically to help eCommerce businesses manage customer contact information, purchasing behavior, and other analytics data.
Utilising a CRM for an eCommerce company can be incredibly powerful. As there is no face-to-face contact with customers a CRM strategy is a great way to keep in touch with customers, notifying them of relevant sales, personalized discount codes or loyalty bonuses.
There are three main types of CRM: Operational, Analytical, and Collaborative. Operational CRMs use sales, marketing, and service automation to streamline business growth. Analytical CRMs focus on gathering and analyzing customer data to improve their experience. Collaborative CRMs facilitate information sharing between various business units, such as the sales, marketing, technical and support teams.