CRM for E-commerce: Optimising Customer Experience and Sales

12.07.2023 03:36 PM By Karan Sharma

What if I told you there's an investment that could make your e-commerce business thrive, delivering an astounding return of $8.71 for every dollar you invest? In this captivating article, we'll embark on a journey into the dynamic world of CRM for e-commerce, where fortunes are made, customer relationships are strengthened, and success stories are written.

CRM for E-commerce
Introduction: CRM for E-commerce


Running an online business is like embarking on a thrilling adventure, full of unexpected twists and turns. It's not like managing a physical store, where you can instantly figure out why a customer might storm out in frustration. In the digital realm, things work differently. Understanding why customers abandon their carts or leave disappointing ratings without feedback can be akin to untangling a complex puzzle. But don't worry! The secret to unravelling this mystery lies in leveraging a robust CRM for e-commerce that provides comprehensive data insights.

Imagine analysing a customer's journey through your virtual store, gaining insights into their every move. You might discover that they tirelessly browsed multiple pages, struggling to find their desired item. They even reached out via email, only to receive a delayed response, resulting in the item being out of stock by the time they heard back. Frustrating, right? Well, here's where a powerful customer relationship management (CRM) tool comes to the rescue, eliminating guesswork and boosting customer retention.

With a CRM for e-commerce, you can conveniently store a wealth of valuable customer information all in one centralised database. These detailed profiles go beyond just basic data and cover demographics, browsing habits, purchase patterns, and even preferred communication channels. And here's the best part: armed with this knowledge, you can create automated workflows that are triggered by specific actions. Just picture this scenario: when a first-time visitor is about to leave your website, a captivating pop-up magically appears, offering them an irresistible 10% discount. Meanwhile, returning visitor is warmly greeted with personalised product recommendations that perfectly match their unique tastes. It's like having a dedicated sales team that works tirelessly for you, ensuring your customers receive the best possible experience while boosting your sales along the way!

It is like a secret weapon that can help you dominate the online business scene. Picture this: by gathering all your customer data in a single place, CRM for e-commerce gives you the competitive edge regarding your business operations. It's like having a crystal-clear vision of everything. Plus, it uncovers those sneaky sales opportunities you never knew existed and gives you the power to handle every customer interaction like a pro. With CRM you're armed and ready to conquer!

So, what does this mean for your e-commerce business? It means gaining a competitive edge. It means expanding into new markets, fostering unwavering customer loyalty, and optimising your resources for unstoppable growth. With CRM as your trusted ally, you'll capture attention, captivate customers, and create a thriving online empire. If you believe that your business is irrelevant to e-commerce and you are seeking information regarding your business or startup, read our article specifically crafted for entrepreneurs who are working on their startups.
Benefits of CRM for E-commerce

Some ​Benefits of CRM for E-Commerce and Retail Business

You've probably noticed how online shopping has been taking off lately, right? Well, as more people buy stuff online, the technology that helps businesses keep track of their customers and improve their shopping experience has been getting better too. 

Big companies that make this technology have realized how important it is for online stores. They're now making special versions of their tools just for online shops. So, if you run an online store, you're in for some really cool benefits when you use this technology called CRM.

As online stores compete to attract customers, making sure people have a great shopping experience is super important. That's where these special CRM systems for online shops come into play. They're like magic tools that can make your online store better. Platforms like Salesforce Commerce Cloud and Magento have been changing the way people shop online and helping businesses make more money.

But here's the cool part: if you use the right CRM along with these platforms, you'll have a big advantage in the world of online selling. So, let's talk about all the awesome benefits of using a customized CRM for online stores.

1. Get Personal with Customer Segmentation
Ever noticed how your social media feeds get bombarded with ads that seem tailor-made for you? It's not a coincidence! Social media platforms have become masters at analysing our search patterns and delivering ads that we're most likely to click on. As an online retailer, wouldn't you love to have that level of precision in reaching your target audience?

2. Never Miss a Beat with Access to Relevant Information
You know that feeling, right? You're happily scrolling through an online store, tossing items into your cart, and then... you suddenly change your mind and abandon ship. It's a common occurrence, way more frequent than you'd imagine. But hey, don't worry! With CRM for e-commerce, you can get some amazing insights into customer behaviour and stay one step ahead. It's like when I'm shopping on Ali Express, and those clever sellers kindly remind me to finish my purchase.

3. Save Time and Be More Productive
You know what they say: time is money. And for sales agents, time spent on administrative tasks and problem-solving means less time for actual selling. But fear not! An e-commerce CRM customisation can automate many processes, giving your agents more time to focus on what they do best—selling! Imagine having smarter enterprise workflows that streamline your operations. Well, you can achieve that by availing yourself of CRM consultancy services before making a decision. Imagine having smarter enterprise workflows that streamline your operations. Well, you can achieve that by availing yourself of CRM consultancy services before making a decision. Imagine having smarter enterprise workflows that streamline your operations. Well, you can achieve that by availing yourself of CRM consultancy services before making a decision.

4. Rock Your Social Media Interactions
If you're running an online retail business, you know just how crucial social media is. It's not all about sharing cute cat memes; it's a powerful tool for driving traffic and engaging with customers. When customers have questions or issues, they first instinctively turn to social media for answers. That's why your social media presence and response time are so significant.
Did you know that 42% of people who complain on social media expect a response within 60 minutes? Yep, the clock is ticking. But fret not! With the help of CRM for e-commerce, you can seamlessly manage your social media interactions like a pro. These CRM platforms offer social media integrations that make handling customer inquiries a breeze. And if you're looking to take your marketing game to the next level, consider exploring Salesforce Marketing Cloud—it's a game-changer for any e-commerce business seeking a cutting-edge CRM solution.

5. Master Your Payments with Ease
Managing payment data can be quite a hassle when you accept multiple payment channels on your website. But hey, no need to worry! Enter CRM for e-commerce, your ultimate saviour! With the right CRM solution, you can effortlessly handle invoicing, billing, and even those pesky payment failures. And guess what? You can even integrate your CRM with a payment gateway to ensure smooth and seamless transactions. Say goodbye to payment woes and embrace the power of CRM for e-commerce!
And that's not all. Advanced analytics within CRM systems can help you uncover valuable insights, such as your best revenue sources and highest-value customers. Armed with this knowledge, you can tailor your services and boost your bottom line.

6. Stay on Top of Your Orders
Order management is like the backbone of your e-commerce business, you know? It's the key to keeping things running smoothly from the moment a lead comes into the final delivery and even customer feedback. So, you want to stay on top of every step. That's where a solid CRM for e-commerce comes in, my friend. It's like a magic solution that gives you a complete view of everything, from order placement and processing to shipment tracking and even customer feedback for every product you sell. It's pretty awesome, right? Whether you're a seasoned e-commerce pro or just starting, having a reliable CRM system for order management is crucial. And if you're a startup, CRM for Startups can help you get organised and maximise your business efficiency from day one. Whether you're a seasoned e-commerce pro or just starting, having a reliable CRM system for order management is crucial. And if you're a startup, CRM for Startups can help you get organised and maximise your business efficiency from day one. Whether you're a seasoned e-commerce pro or just starting, having a reliable CRM system for order management is crucial. And if you're a startup, CRM for Startups can help you get organised and maximise your business efficiency from day one
Recommendation on CRM for E-commerce

Some ​recommended CRM

CRM offers some truly awesome benefits for e-commerce and retail businesses. By implementing a customised CRM solution, you can supercharge your customer segmentation, gain access to valuable information, save time, rock your social media game, streamline your payments, and master your order management. So, don't lag behind the competition—leverage the power of CRM and take your e-commerce endeavours to new heights!                 

If you're on the hunt for the perfect CRM for e-commerce business, you've come to the right place! I've got a fantastic selection of ten top-notch CRMs that will surely catch your attention. So, let's dive in!

1. Zoho CRM:  Zoho CRM takes the spotlight, my friend! It's the bee's knees, striking that perfect balance between features and price. Zoho CRM has your back, whether you're a small biz or a bigwig. It plays nice with other Zoho tools like Zoho Books and Zoho Inventory, making it a real champ in the efficiency department.

2. HubSpot: Hey, let me tell you about HubSpot CRM for e-commerce. It's a real winner packed with a bunch of awesome features. Need contact management? Check. Want to track your leads? Check. And guess what? It even has email marketing covered - double-check! But here's the best part: it won't cost you a dime. It's a freemium solution, which means you get a whole bunch of functionalities without breaking the bank. And to top it off, it seamlessly integrates with other HubSpot tools like Marketing Hub and Sales Hub. It's like a perfect match made in CRM for e-commerce and marketing businesses!

3. Salesforce: It's a powerhouse of CRM, offering an extensive array of features. Sales forecasting, customer support, and integrations galore! Sure, it may come with a higher price tag compared to HubSpot CRM, but it's worth every penny. If you're after top-notch capabilities, this CRM will have you doing cartwheels.

4. Pipedrive: This CRM for e-commerce is like having your new best buddy for sales. It's incredibly user-friendly and packs a punch with lead scoring, pipeline management, and email integration. It's a sales assistant that never takes a break! Trusts me, you won't find a better companion to help you boost your e-commerce sales."

5. Klaviyo: This CRM is tailor-made for your business. It's all about delivering a personalised customer experience. Picture this: email marketing, customer segmentation, and rescuing abandoned carts. Klaviyo is your secret weapon for building customer loyalty and boosting those sales figures.

6. Insightly: It is a real multitasker CRM. Need project management and CRM for e-commerce in one tidy package? Look no further. It's your go-to for tracking your sales pipeline, managing projects, and collaborating with your team. It's like having a superhero sidekick that keeps you organised and on top of your game.

7. Capsule: This CRM is like a breath of fresh air. It's cloud-based, easy on the pocket, and a breeze to use. With features like contact management, lead tracking, and email marketing, it covers all the essentials. It's time to give your business that extra oomph!

8. Freshsales: Freshsales CRM is here to supercharge your selling game. Track leads like a pro, easily manage your pipeline, and close deals like a champion. Lead scoring, email marketing, and call tracking are just a taste of what this CRM brings to the table. Say hello to better sales figures!

9. ActiveCampaign: Automate your marketing game with ActiveCampaign CRM, the top-notch marketing automation solution. Experience the power of sending targeted emails, creating automated workflows, and witnessing your marketing ROI skyrocket. It's like having a personal marketing magician at your service, making it the perfect CRM for e-commerce.

10. Last but not least, say hello to CRM. It's a master of all trades, combining project management and CRM like a boss. Keep that sales pipeline on track, manage projects like a pro, and collaborate seamlessly with your team members. It's time to simplify your business life.

With these ten top-notch CRMs by your side, You'll be armed with the knowledge to choose the CRM that best suits your e-commerce business. Take into account factors like pricing, features, and integrations, and get ready to take your business to new heights. Happy CRM hunting!

You can watch our client testimonial to understand how implementing even CRM systems can help your business.

Success Stories for E-commerce CRM

​Success Stories

Solid Print3D, a 3D printing company, saw a massive boost in productivity and revenue—2X, to be exact—thanks to Zoho CRM. They were struggling with scattered processes and a lack of visibility over inventory, finance, and sales. But then they discovered Zoho CRM, which brought everything together in one platform. Talk about a game-changer for anyone who is opting for CRM for e-commerce or any kind of business!

Apliiq, a clothing company, found their perfect match in Zoho CRM. Being a small business, they needed a flexible CRM solution that could handle their unique needs. And boy, did Zoho CRM deliver! It amazed them with its capabilities, allowing them to streamline operations and forge strong customer connections. Simply put, they were thrilled!

Xponential Fitness, a fast-growing fitness franchisor, waved goodbye to eight different systems and welcomed Zoho CRM with open arms. The results were mind-blowing. With everything in one place, they could scale their business effortlessly. It was a total game-changer, revolutionizing their operations and giving them insights they never thought possible. Zoho CRM for e-commerce for the win!

Meanwhile, Kellogg, the breakfast legend, uses data to suggest products that boost sales on store shelves. They're big on advanced analytics to engage with all kinds of customers, big and small. Kellogg's VP of Global Advanced Analytics and AI Rob Birse knows that data is the fuel for real-time customer connections.

The Sellics Ops Team worked wonders by using PieSync integration to level up their customer experience (CX). They were able to boost employee and customer satisfaction, increase productivity, and ensure easy access to important data. With PieSync, they saved over 20 hours for their IT team and saw a whopping 100% rise in upsell opportunities every quarter. By connecting various applications and syncing customer data in real time, Sellics streamlined their operations and made their teams more efficient. They gained full control over their systems, saved time, and improved customer support. All in all, PieSync proved to be a valuable asset for Sellics.

CRM has truly revolutionised the way online brands connect with and nurture their valuable customer relationships.

We can't stress enough how important your customers are to your brand's success. With CRM for e-commerce, you gain invaluable insights that enable you to understand and serve your customers better than ever before.

Among the plethora of impressive e-commerce tools available, we highly recommend Zoho for small businesses. Its affordability and adaptability make it ideal for building an effective E-commerce CRM strategy without straining your budget.

And for any size of business out there, Zoho takes the crown as our favourite e-commerce tool. Its powerful features, combined with its user-friendly interface, make it a winning choice. Plus, the pricing plans are budget-friendly, considering the value they offer.

We sincerely hope that our comprehensive post on the best CRM for E-commerce tools has provided you with valuable information and insights.

Oh, by the way, did we mention that we're CRM implementation and consultation experts? Yep, we've been in the game for over two decades. And guess what? We're offering you a free 45-minute consultancy session. Take this opportunity to audit your CRM free and get some expert advice from us.

Thank you once again, and we look forward to assisting you in any way we can.

Karan Sharma

Social Media Expert IT Solutions Solved

Karan Sharma is a skilled content writer, SEO strategist and social media manager. He crafts compelling narratives, optimises content for search engines and designs engaging social media campaigns.