CRM or Customer Relationship Management system has been a buzzword for way too long. Yet, the buzz does not seem to be dying down. The number of businesses adopting CRM for eCommerce to boost their customer retention and drive sales is seeing a continuous surge. The CRM Software market is bound to reach a valuation of $36.53 billion in 2022.
In the growing and ever-changing field of eCommerce, using a CRM for your eCommerce store, that’s built on an eCommerce platform system, represents a strategic decision. It will allow eCommerce firms of all sizes to leverage their contacts, and truly put their customer information to use.
List of 9 Best CRM for eCommerce Business in 2020
1. HubSpot CRM
HubSpot is a colossal and comprehensive platform that proffers your business with a variety of services like sales, customer services, and CRM Marketing. Right from enticing the prospects to the conversion of the lead, customer retention to professional support, this all-around automation tool has got everything covered. Most enterprises have acclaimed it as a successful solution as it fosters every need of the business.
Earlier, there were numerous systems that you had to switch through for marketing analytics, automation, email & lead nurturing, SEO, Social media, and many more. But since the induction of HubSpot, the enterprises have hit the right bells and whistles in this experiential economy.
Pricing: HubSpot’s pricing starts at $35 per month
Available devices: Android, iOS, Windows, Web-based
Pro Tip: HubSpot engages you with its partner agencies to grow your business.
Salesforce is arguably the most popular CRM software in the world right now. It was the #1 CRM provider in 2017, for the fifth year in a row. More and more companies want to rely on Salesforce to provide better customer experience across every touchpoint. It offers an eCommerce CRM called Salesforce Essentials.
Salesforce Essentials integrates with tons of relevant tools like MailChimp, Hubspot and more. It is feature-rich, to say the least. It offers a simple setup after which your team can follow up on leads and identify key contacts to make more effective sales.
It connects multiple support channels, any of which can be accessed by your agents to resolve the issue ASAP. With its multiple deployment modes, easy mobile access, and scalability, it is easily the best in the category.
Pricing: $25 per user per month
Available devices: Windows, Mac, iPhone/iPad, Android, Web-based
Pro Tip: Use the Einstein Activity Capture, the built-in AI, to automatically track emails, calls, and meetings.
3. Subivi eCommerce CRM
Subivi is the leading eCommerce CRM that provides value for sellers with any number of stores by providing them with one inbox from which they can manage their entire customer support cycle including everything from customer queries to returns and cases. In addition to saving sellers and their employees time, increasing productivity, and freeing up time to grow their business, Subivi also has concrete features to help sellers increase sales.
With its built-in translation tool, sellers can communicate with buyers from around the world in over 100 languages. Moreover, it’s product-specific automated feedback requests links automatically to a specific product’s SKU thereby decreasing customer friction and increasing the chance of being left positive feedback.
Pricing: Subivi’s pricing starts at $9 per month.
Available Devices: Android, iOS, Windows, Web-based, Mac, iPhone/iPad, Linux
Pro tip: Use Subivi’s cross-selling feature to increase your sales and revenue stream.
Looking for CRM Software? Check out SoftwareSuggest’s list of the best CRM software solutions.
Zoho CRM started out as a tool meant to help SMBs. Today, it is used by businesses of all sizes and in diverse segments, including eCommerce. Like Salesforce, Zoho offers multiple useful integrations with popular eCommerce tools like MailChimp and OneSaaS, not to mention with Zoho’s own extensive suite of apps.
You can monitor and manage customer accounts from a shared database, and view them across products, locations, etc. You can use the Opportunity Tracker tool to see the contact, their history, status, and use that info to figure out how best to craft messages which will appeal to them.
Pricing: Standard version starts at $18/user per month
Available devices: Windows, Mac, Linux, Web-based, Android, iPhone/iPad
Pro Tip: Access relevant customer info in a single window with the Business Card view.
Overall, SAP has robust CRM credentials; its market share is second only to that of Salesforce. It acquired the eCommerce firm Hybris in 2013. SAP’s eCommerce solution, SAP Hybris has launched shortly after, and it has continued to win businesses over since then. It provides Omni-channel B2B and B2C connections, which is the need of the hour for eCommerce firms today. The SAP Hybris algorithms gather customer data and feed it to frontline sales associates who can use it to generate the best leads. It will help in segmentation and planning out various marketing channels, and also help your eCommerce business to have a clearer view of your customers – their interests and tastes. SAP Hybris will make recommendations on how best to increase conversions with these customers.
Pricing: Quote-based plan
Available devices: Windows, Mac, Linux, Web-based, Android, iPhone/iPad
Pro Tip: The ASM (Assisted Service Module) is a great tool for your customer service representatives. It allows them to see what the customer is seeing on the website and therefore assist the entire buying process.
Freshsales has made a name for itself in the CRM user experience department, with its simple and easy-to-use interface. But that’s not all Freshsales CRM does. It does away with the need for bulky setup procedures and integrations that take hours to be up and running. It collates all the functions of a legacy CRM system and gives eCommerce firms a dynamic solution to manage leads from multiple sources – Google Ads, blogs, websites and more. It not only captures leads but also scores, verifies, and nurtures them in order to boost revenue conversion.
View the prospect’s history on your eCommerce website, from cart abandonment rates to clicked recommendations; you get a comprehensive portrait of your customers’ behavior. This will enable you to further improve your marketing strategies and to successfully target the right customers with the right campaign. It is an affordable CRM for eCommerce firms of all sizes, but especially for small or mid-market eCommerce companies.
Pricing: 30-day free trial available; Blossom plan starts at $12 per month
Available devices: Android, iPhone/iPad, Mac, Windows
Pro Tip: Freshsales Phone Activity Reports help you to monitor the performance of your sales reps.
Act! CRM is a simple eCommerce CRM solution built with small businesses in mind. This CRM for eCommerce business scales all the relevant features of legacy CRM systems and makes it applicable to smaller eCommerce firms.
The Act! Contact Record gives you a complete view of all your customer relationships; view contact details, history, activities and more in one convenient place. Reporting and monitoring KPIs is a breeze as the Act!
Insight dashboards allow you to see visualizations of real-time metrics, along with providing an analysis of individual and team performance. Review your pipeline health at a glance and track every metric related to your sales pipeline, including project revenue and the probability of sales closure, and adjust your strategies on the go.
Pricing: $35/user per month
Available devices: Windows, Web-based, Android, iPhone/iPad
Pro Tip: Act also has offline sync, which will allow you to work from anywhere and update the data as soon as you’re connected to the internet.
8. Microsoft Dynamics
Another industry leader on the list, although relatively pricier than the others, its users do swear by it. It is better suited to medium and large enterprises. With Microsoft Dynamics, you have a uniform view across your CRM if your business is already using the Microsoft Office apps like Outlook, SharePoint, OneNote and more. It has to be adapted to the needs of your business and also requires greater training for the staff using it. It might seem more expensive but it has a more straightforward pricing plan and there are no hidden costs.
Reduce double entry with these Office app integrations. Team members/ external agents can collaborate on projects on the system in real-time. Improve lead tracking and field service automation while driving sales and boosting operational efficiency with Microsoft Dynamics.
Pricing: Unified Operation Plan starting at $190/user per month
Available devices: Windows, Android, Mac, Web-based
Pro Tip: The Skype/Skype Business integration allows you to make calls simply by clicking a contact’s name.
You’ve probably heard of Pipedrive. It needs no introduction as it is a market leader in the CRM category. It is extremely customizable and well-suited to developing businesses. It’s a great fit for most eCommerce vendors, especially the ones who are still figuring out the market. It is fully optimized and highly intuitive, with workflows that can be tweaked to your liking, no matter how complicated it might seem.
The intuitiveness of the system comes through in its ability to distinguish various leads so that you can develop an individual approach to priority leads. It helps you track sales and report seamlessly, stay on top of all your deals and forecast effectively.
The pricing is flexible and you can use the modules that you need without having to pay a cent more. Its open API configuration ensures that you can use it in diverse systems and with multiple tools as per your business needs.
Pricing: Starts at $12.5/user per month
Available devices: Android, iPhone/iPad, Windows, Mac
Pro Tip: You can edit, filter, sort, and segment your leads in bulk using the List view in Pipedrive.
As the importance of personalization increases in the virtual marketplace, there is no better tool than a CRM to help your eCommerce business deliver the same to your existing and potential customers. Invest in a CRM in order to give a direction to your sales and marketing strategies by getting a better understanding of what your customer wants and why they want it.