Definition, Function, and How to Choose: A Guide for Ecommerce Shops in 2024

What is an ecommerce CRM?

An ecommerce CRM, or Customer Relationship Management, is a software that helps ecommerce shops manage their customer data, improve customer relationships, and drive sales growth. It allows businesses to track customer interactions, automate marketing campaigns, and provide personalized customer experiences.

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What ecommerce CRM software does

When choosing an ecommerce CRM for your shop, it’s important to consider the following factors:

Ease of use

The CRM should be intuitive and easy for your team to use without extensive training. Look for a user-friendly interface and customizable dashboards.

Feature set

Consider the features that are most important for your ecommerce business, such as lead management, email marketing automation, sales forecasting, and customer segmentation.


Choose a CRM that integrates seamlessly with your ecommerce platform, as well as other tools and apps you use for marketing, customer support, and analytics.


Determine your budget for CRM software and compare pricing plans from different providers. Look for a solution that offers the best value for your money.

Customer support

Check the level of customer support offered by the CRM provider, including available support channels, response times, and service level agreements.

Best CRM for ecommerce

There are many CRM options available for ecommerce shops, but some of the top choices for 2024 include:

1. Salesforce

Salesforce is a robust CRM platform with a wide range of features for ecommerce businesses, including lead and opportunity management, email marketing, and customer service tools.

2. HubSpot

HubSpot offers a comprehensive suite of CRM and marketing automation tools, with a focus on inbound marketing and lead nurturing for ecommerce shops.

3. Zoho

Zoho CRM provides a customizable and flexible solution for ecommerce businesses, with features for sales automation, customer support, and analytics.

4. Nutshell CRM

Nutshell CRM is designed for small and medium-sized ecommerce shops, offering an easy-to-use platform with sales pipeline management and customer engagement tools.

5. Pipedrive

Pipedrive is a popular CRM choice for ecommerce businesses, with a visual sales pipeline, email integration, and sales reporting features.

6. Capsule CRM

Capsule CRM is a simple and affordable option for ecommerce shops, providing contact management, sales tracking, and task management tools.

7. Freshmarketer

Freshmarketer offers CRM and marketing automation features specifically designed for ecommerce businesses, including email campaigns, website tracking, and lead scoring.

Want to learn more?

Choosing the right CRM for your ecommerce shop is a crucial decision that can impact your business’s growth and success. Take the time to research and compare different options, and consider the specific needs and goals of your business. With the right CRM in place, you can streamline your sales and marketing processes, improve customer relationships, and drive sustainable growth for your ecommerce shop.