The 10 best CRM software for e-commerce businesses in 2027 include Klaviyo, HubSpot CRM, Salesforce CRM, Zoho CRM, ActiveCampaign, Freshsales CRM, Pipedrive, Zendesk, Keap, and Insightly CRM. These platforms help online retailers manage customer data, automate marketing, track sales opportunities, improve customer support, and build long-term customer relationships.
Klaviyo is well suited to B2C e-commerce marketing and customer retention, while HubSpot CRM helps businesses coordinate marketing, sales, and customer service. Salesforce CRM supports enterprise e-commerce operations, while Zoho CRM offers flexible customer relationship management. ActiveCampaign focuses on marketing automation, and Freshsales provides sales engagement tools. Pipedrive helps teams manage sales pipelines, while Zendesk focuses on customer support. Keap serves small businesses seeking CRM and automation, and Insightly combines customer relationship management with project coordination.
When choosing e-commerce CRM software, compare customer data management, marketing automation, sales tracking, e-commerce integrations, customer support, reporting, pricing, and scalability. The right platform should match your sales model, customer communication needs, business size, and budget.
What Is CRM Software for E-Commerce?
E-commerce CRM software helps online retailers manage customer information, sales interactions, marketing activities, and support requests in one system. It centralises customer profiles, purchase-related information, communication histories, and sales opportunities to give teams a clearer view of customer relationships.
These platforms can help businesses personalise marketing campaigns, automate customer follow-ups, recover abandoned carts where supported, and manage post-purchase communication. Integrations with e-commerce platforms, payment services, and marketing tools can connect customer data across business operations.
With the right CRM, online retailers can better understand customer behaviour, coordinate sales and support teams, improve repeat-purchase opportunities, and make informed decisions using customer and sales data.
Features of CRM Software for E-Commerce Businesses
A capable e-commerce CRM can help online retailers manage customer relationships and improve sales and service operations. Key features include:
- Customer Data Management: Centralises contact details, customer profiles, interaction histories, and relevant purchase information.
- Marketing Automation: Automates email campaigns, customer follow-ups, and targeted communications based on supported triggers.
- Sales Pipeline Management: Tracks leads, sales opportunities, customer enquiries, and deal progress.
- E-Commerce Integrations: Connects with supported online stores, payment services, and business applications to share relevant data.
- Customer Segmentation: Groups customers according to attributes, engagement, or purchasing behaviour where supported.
- Customer Support Management: Organises enquiries, support tickets, and service interactions to help teams resolve issues.
- Reporting and Analytics: Tracks sales activity, campaign engagement, customer interactions, and other available performance metrics.
- Workflow Automation: Reduces repetitive tasks by automating supported processes, notifications, and follow-up activities.
Advantages of CRM Software for E-Commerce
E-commerce CRM software offers several benefits for online retailers of different sizes:
- Improve Customer Relationships: Keeps customer information and communication histories organised for more consistent interactions.
- Increase Repeat Purchases: Supports personalised campaigns and follow-ups that can encourage customers to return.
- Save Time Through Automation: Reduces manual work involved in routine marketing, sales, and customer communication tasks.
- Improve Marketing Relevance: Helps businesses tailor campaigns to customer segments and engagement patterns.
- Coordinate Sales and Support: Gives teams better visibility into customer enquiries, sales opportunities, and service interactions.
- Understand Business Performance: Provides reports that help retailers evaluate sales activities, campaign results, and customer engagement.
- Support Business Growth: Offers tools that can help businesses manage increasing customer volumes and more complex workflows.
- Improve the Customer Experience: Helps retailers coordinate communication from initial enquiry through purchase and post-sale support.
How We Selected the Best CRM Software for E-Commerce
Choosing the right CRM for an online store depends on its business model, sales process, marketing needs, customer support requirements, and budget. We considered the platforms’ relevant e-commerce capabilities, automation tools, integration options, usability, and suitability for businesses of different sizes.
Criteria Used
- Customer and Sales Management: We considered tools for managing customer records, leads, sales opportunities, and customer interactions.
- Marketing and Workflow Automation: We evaluated supported email campaigns, customer segmentation, automated follow-ups, and lifecycle marketing features.
- E-Commerce Integrations: We considered connections with online stores, payment services, and other business applications.
- Ease of Use and Customisation: We assessed how businesses can organise workflows, configure processes, and manage daily activities.
- Reporting and Analytics: We considered tools for tracking sales performance, customer engagement, campaign results, and support activity.
- Pricing and Scalability: We considered available pricing information, plan structures, and suitability for different business sizes.
- Customer Support Capabilities: We reviewed the availability of contact management, support workflows, and customer communication tools relevant to each platform.
Top 10 CRM Software for E-Commerce Businesses in 2027
Here is the list of the top 10 CRM platforms for e-commerce businesses in 2027. Compare their customer management features, marketing automation, sales tools, integrations, and pricing to find a suitable option for your online store.
- Klaviyo – Best for B2C E-Commerce Marketing and Customer Retention
- HubSpot CRM – Best for All-in-One E-Commerce CRM and Marketing-Sales Alignment
- Salesforce CRM – Best for Enterprise E-Commerce and Omnichannel Operations
- Zoho CRM – Best for Affordable CRM and Integrated Business Management
- ActiveCampaign – Best for E-Commerce Marketing Automation and Customer Lifecycle Management
- Freshsales CRM – Best for AI-Powered Sales Engagement and Customer Communication
- Pipedrive CRM – Best for Sales Pipeline Management and B2B E-Commerce
- Zendesk – Best for E-Commerce Customer Support and Post-Purchase Service
- Keap – Best for Small E-Commerce Businesses and Marketing Automation
- Insightly CRM – Best for Customer Relationship Management and Project Coordination
1. Klaviyo – Best for B2C E-Commerce Marketing and Customer Retention
Company Overview
| Detail | Information |
|---|---|
| Founded | 2012 |
| Country | United States |
| Software Type | B2C CRM and E-Commerce Marketing Automation Software |
| Core Features | Customer Profiles, Email Marketing, SMS Marketing, Segmentation, Automation, Analytics |
| Deployment | Cloud-Based |
| Pricing Model | Free and Subscription-Based |
| Starting Price | $0/month |
| Supported Platforms | Web |
Klaviyo is a B2C CRM and marketing automation platform that helps e-commerce businesses manage customer data, personalise campaigns, and improve customer retention. It centralises customer profiles, purchase history, and engagement data to help online retailers understand shopping behaviour and deliver relevant communications.
The platform combines email and SMS marketing with audience segmentation, automated workflows, and AI-powered insights. Businesses can use these tools to recover abandoned carts, recommend products, send post-purchase messages, and encourage repeat purchases. Klaviyo is particularly suitable for direct-to-consumer brands focused on personalised marketing and customer retention.
Key Features
- Customer Profiles: Combines customer information, purchase history, website activity, and engagement data to create unified customer profiles.
- Audience Segmentation: Groups customers according to their behaviour, preferences, purchase history, and engagement.
- Email Marketing: Creates and sends promotional campaigns, newsletters, and personalised product communications.
- SMS Marketing: Supports text-message campaigns and automated communications alongside email marketing.
- Marketing Automation: Builds automated workflows for welcome campaigns, abandoned carts, post-purchase messages, and customer re-engagement.
- E-Commerce Integrations: Connects with online stores and other applications to synchronise relevant customer and transaction data.
- AI-Powered Insights: Uses customer data to support predictive analytics, personalised messaging, and customer retention strategies.
- Campaign Analytics: Tracks campaign engagement and revenue attribution to help businesses evaluate marketing performance.
Pricing
- Free Plan: $0/month, including up to 250 profiles, 500 monthly email sends, and $5 in monthly mobile messaging credit.
- Paid Plans: Pricing depends on the number of active profiles and the email or messaging capacity required.
- Email and SMS: Available capabilities and messaging costs depend on the selected plan and usage requirements.
- Additional Costs: Businesses with larger contact lists or higher sending volumes may need to upgrade to a paid subscription.
2. HubSpot CRM – Best for All-in-One E-Commerce CRM and Marketing-Sales Alignment
Company Overview
| Detail | Information |
|---|---|
| Founded | 2006 |
| Country | United States |
| Software Type | CRM and Customer Relationship Management Software |
| Core Features | Contact Management, Deal Pipelines, Marketing Tools, Sales Automation, Reporting, AI Assistance |
| Deployment | Cloud-Based |
| Pricing Model | Free and Subscription-Based |
| Starting Price | $0/month |
| Supported Platforms | Web, iOS, Android |
HubSpot CRM is a customer relationship management platform that helps e-commerce businesses organise customer data, manage sales opportunities, and coordinate marketing and customer service. Its centralised database stores contact records, communication histories, tasks, and deal information, giving teams a consistent view of customer relationships.
HubSpot offers a free CRM with contact management, deal pipelines, reporting dashboards, and selected AI tools. Businesses can add paid marketing, sales, and service products as they grow. For online retailers, these tools support lead management, customer follow-ups, and post-purchase engagement, while advanced automation and e-commerce synchronisation depend on the selected subscriptions and integrations.
Key Features
- Contact Management: Stores customer information, communication histories, and sales activities in a centralised CRM database.
- Deal Pipelines: Helps businesses organise sales opportunities, track deal stages, and manage follow-up tasks.
- Marketing Tools: Supports campaign management and marketing activities through the relevant HubSpot products.
- Sales Automation: Helps sales teams organise tasks, streamline follow-ups, and manage customer interactions.
- Customer Service Tools: Provides customer service capabilities, including ticket management and shared inbox functionality, depending on the product.
- App Integrations: Connects with third-party applications through the HubSpot Marketplace to extend CRM and e-commerce workflows.
- AI Assistance: Offers AI-powered tools for researching companies, summarising CRM records, and supporting content creation.
- Reporting and Analytics: Provides dashboards and reporting tools to monitor sales activity and customer engagement.
Pricing
- Free CRM: $0/month, with essential contact management, deal pipelines, reporting, and other included features.
- Starter: From $15/seat/month, with additional CRM features such as required fields, permission sets, and removal of HubSpot branding.
- Professional: From $50/seat/month, adding capabilities such as contact scoring, duplicate management, and custom reporting.
- Enterprise: From $75/seat/month, offering advanced features such as custom objects, team organisation, and field-level permissions.
3. Salesforce CRM – Best for Enterprise E-Commerce and Omnichannel Operations
Company Overview
| Detail | Information |
|---|---|
| Founded | 1999 |
| Country | United States |
| Software Type | Enterprise CRM and E-Commerce Management Software |
| Core Features | Customer Management, Sales Pipelines, AI Tools, Commerce Management, Automation, Analytics |
| Deployment | Cloud-Based |
| Pricing Model | Free and Subscription-Based |
| Starting Price | $0/month |
| Supported Platforms | Web, iOS, Android |
Salesforce CRM is an enterprise customer relationship management platform that helps e-commerce businesses manage customer records, sales opportunities, and interactions across channels. Its Sales Cloud product supports account, contact, lead, and opportunity management, while integrations and custom configurations can accommodate more complex business processes.
Salesforce Commerce Cloud adds commerce-specific capabilities, which may include storefront management, order management, personalisation, and analytics, depending on the selected products. The platform suits larger retailers seeking connected sales and commerce operations. However, advanced implementations can require specialist support and a substantial technology budget.
Key Features
- Customer Management: Organises account, contact, lead, and opportunity records to help teams manage customer relationships.
- Sales Pipeline Management: Tracks sales opportunities, deal progress, and potential revenue through configurable sales processes.
- Commerce Management: Salesforce Commerce Cloud supports B2C and B2B commerce requirements through dedicated commerce products.
- Order Management: Relevant commerce products support order visibility and order fulfilment workflows across channels.
- Workflow Automation: Helps businesses automate repetitive processes and coordinate sales and customer management activities.
- AI Capabilities: Salesforce offers AI-powered features across its product portfolio, with availability depending on the selected edition and configuration.
- Reporting and Analytics: Provides reporting and analytical tools to help businesses assess sales performance and customer activity.
- Integrations and Customisation: Supports integrations and configurable workflows to accommodate complex business requirements.
Pricing
- Free Suite: $0/user/month, offering a limited set of CRM capabilities for eligible small-business users.
- Starter Suite: $25/user/month, combining sales, service, marketing, commerce, and collaboration capabilities.
- Pro Suite: $100/user/month, providing additional functionality for businesses with more advanced CRM requirements.
- Commerce Cloud: Pricing depends on the specific commerce product and edition; several offerings require contacting Salesforce for a quote.
4. Zoho CRM – Best for Affordable CRM and Integrated E-Commerce Management
Company Overview
| Detail | Information |
|---|---|
| Founded | 2005 (Zoho Corporation) |
| Country | India |
| Software Type | CRM and Sales Management Software |
| Core Features | Contact Management, Sales Automation, AI Agents, Inventory Management, Analytics, E-Commerce Integration |
| Deployment | Cloud-Based |
| Pricing Model | Free and Subscription-Based |
| Starting Price | $0/month |
| Supported Platforms | Web, iOS, Android |
Zoho CRM is a customer relationship management platform that helps e-commerce businesses manage leads, customer relationships, sales processes, and business communications. It offers centralised contact records, deal tracking, workflow automation, and reporting tools to organise sales activities. Businesses can also connect Zoho CRM with other Zoho applications and third-party services.
For online retailers, integration with Zoho Commerce can help synchronise customer, product, and account information. Zoho CRM also offers Zia AI capabilities to support sales processes, lead qualification, forecasting, and customer engagement. It is particularly suitable for small and midsize e-commerce businesses seeking flexible CRM features without immediately adopting a costly enterprise platform.
Key Features
- Contact Management: Maintains customer, lead, and account records in a centralised database for easier relationship management.
- Sales Automation: Automates repetitive sales activities, follow-ups, and routine administrative tasks.
- AI-Powered Assistance: Zia provides AI capabilities that can support lead scoring, predictions, data analysis, and sales recommendations.
- Workflow Management: Helps businesses standardise sales processes and automate tasks based on predefined conditions.
- E-Commerce Integration: Connects with Zoho Commerce to synchronise customer, product, vendor, and account information.
- Inventory Management: Supports inventory-related processes, including products, vendors, invoices, and sales orders, depending on the edition.
- Reporting and Analytics: Provides reports and dashboards for monitoring sales performance and customer activity.
- Multichannel Communication: Supports customer engagement through available email, telephone, messaging, social, and other communication integrations.
Pricing
- Free Edition: $0/month, available for up to three users with essential CRM capabilities.
- Standard: $14/user/month, billed annually, with additional sales management, email integration, and customisation features.
- Professional: $23/user/month, billed annually, adding features such as inventory management, process automation, and predictive intelligence.
- Higher Editions: Enterprise and Ultimate provide additional capabilities, with pricing depending on the selected edition and billing arrangement.
5. ActiveCampaign – Best for E-Commerce Marketing Automation and Customer Lifecycle Management
Company Overview
| Detail | Information |
|---|---|
| Founded | 2003 |
| Country | United States |
| Software Type | Marketing Automation and CRM Software |
| Core Features | Email Marketing, Marketing Automation, Customer Segmentation, Site Tracking, E-Commerce Integration, Sales Automation |
| Deployment | Cloud-Based |
| Pricing Model | Subscription-Based |
| Starting Price | $15/month |
| Supported Platforms | Web, Mobile App |
ActiveCampaign is a marketing automation and CRM platform that helps e-commerce businesses personalise customer communications, automate campaigns, and manage customer relationships throughout the buying journey. It combines email marketing, customer segmentation, contact management, and automated workflows to help retailers send targeted messages based on customer data and engagement.
The platform integrates with e-commerce services such as Shopify, WooCommerce, Square, and BigCommerce. Depending on the plan and integration, businesses can automate welcome emails, abandoned-cart reminders, post-purchase follow-ups, and customer re-engagement campaigns. ActiveCampaign is particularly suitable for online retailers seeking to improve customer retention through personalised marketing, although some CRM capabilities may require additional purchases.
Key Features
- Email Marketing: Creates and sends promotional emails, newsletters, product announcements, and personalised customer campaigns.
- Marketing Automation: Builds automated workflows triggered by customer actions, contact details, and campaign engagement.
- Customer Segmentation: Organises contacts into targeted groups using available customer information and behaviour.
- E-Commerce Integrations: Connects with supported platforms such as Shopify, WooCommerce, Square, and BigCommerce, depending on the integration and plan.
- Site Tracking: Tracks supported website activity to help businesses understand customer interests and engagement.
- Sales CRM: Provides CRM functionality and optional sales pipeline tools for managing leads, deals, and follow-ups.
- Reporting and Attribution: Offers campaign reporting and, on eligible plans, revenue attribution and conversion tracking.
- Multichannel Marketing: Supports coordinated marketing through email and available messaging channels, with some capabilities requiring add-ons.
Pricing
- Starting Price: From $15/month, according to ActiveCampaign’s official company information for accounts with fewer than 1,000 contacts.
- Plus: Adds capabilities such as advanced automation options, landing pages, and additional marketing tools.
- Professional: Includes more advanced segmentation, reporting, and omnichannel automation capabilities.
- Enterprise: Offers premium segmentation, custom reporting, single sign-on, and dedicated account support.
6. Freshsales CRM – Best for AI-Assisted Sales Engagement and Customer Communication
Company Overview
| Detail | Information |
|---|---|
| Founded | 2010 (Freshworks) |
| Country | United States |
| Software Type | Sales CRM Software |
| Core Features | Contact Management, Deal Management, Email, Telephone, Chat, AI-Assisted Sales |
| Deployment | Cloud-Based |
| Pricing Model | Free and Subscription-Based |
| Starting Price | $0/month |
| Supported Platforms | Web, iOS, Android |
Freshsales is a sales CRM platform from Freshworks that helps e-commerce businesses manage customer information, organise sales pipelines, and coordinate customer communications. It provides contact and account management, deal tracking, email tools, and sales activity monitoring, helping teams organise customer records and track opportunities throughout the sales process.
Freshsales includes Freddy AI capabilities that can support sales engagement, contact scoring, deal insights, and forecasting, depending on the plan and configuration. Its communication tools also help teams manage customer conversations through supported channels. Freshsales is well suited to e-commerce businesses handling sales enquiries, wholesale accounts, and repeat customers that need a dedicated sales CRM.
Key Features
- Contact Management: Organises customer and prospect records, making relevant information easier for sales teams to access.
- Deal Management: Tracks sales opportunities through configurable pipelines and stages.
- Multichannel Communication: Supports communication through email, telephone, and chat capabilities available within the selected plan.
- Sales Sequences: Helps teams organise and automate follow-up activities to maintain consistent customer communication.
- Freddy AI Capabilities: Provides AI-assisted sales features, with specific functionality depending on the subscription and add-ons.
- Contact Scoring: Helps teams prioritise contacts using available scoring features in eligible paid plans.
- Sales Forecasting: Offers forecasting insights in higher-tier plans to support sales planning.
- Reporting and Administration: Provides reporting, customisation, permissions, and administrative tools according to the selected edition.
Pricing
- Free Plan: $0/month, offering basic CRM capabilities for eligible small teams.
- Growth: $9/user/month, billed annually, with contact management, chat, email, telephone, and basic workflows.
- Pro: $39/user/month, billed annually, adding contact scoring, deal insights, sales sequences, and additional customisation.
- Enterprise: $59/user/month, billed annually, with advanced forecasting insights, field-level permissions, custom modules, and audit logs.
7. Pipedrive CRM – Best for Sales Pipeline Management and B2B E-Commerce
Company Overview
| Detail | Information |
|---|---|
| Founded | 2010 |
| Country | Estonia |
| Software Type | Sales CRM and Pipeline Management Software |
| Core Features | Lead Management, Deal Pipelines, Sales Automation, Email Tracking, Reporting, Integrations |
| Deployment | Cloud-Based |
| Pricing Model | Subscription-Based |
| Starting Price | $14/seat/month, billed annually |
| Supported Platforms | Web, iOS, Android |
Pipedrive is a sales-focused CRM platform that helps e-commerce businesses organise leads, track deals, and manage sales opportunities through visual pipelines. Its interface lets teams monitor deal progress, plan upcoming activities, and schedule follow-ups. Contact management, reporting, and integrations also help businesses connect customer information with their existing sales and productivity tools.
Pipedrive is particularly useful for B2B e-commerce sellers, wholesalers, distributors, and retailers handling sales enquiries or negotiating larger orders. Email synchronisation, workflow automation, and sales reporting help teams coordinate customer communication and monitor opportunities. Its integrations with hundreds of applications also allow businesses to connect compatible e-commerce and business tools to their sales workflows.
Key Features
- Visual Sales Pipelines: Displays deals across customisable stages, helping teams monitor sales opportunities and identify bottlenecks.
- Lead Management: Organises leads and contacts so sales representatives can prioritise prospects and manage follow-ups.
- Email Synchronisation: Supports email integration, with synchronisation and tracking capabilities depending on the subscription.
- Workflow Automation: Automates repetitive tasks and follow-up activities to reduce manual work.
- Sales Reporting: Provides reporting and forecasting tools to help businesses evaluate sales performance.
- Meeting Management: Offers meeting scheduling and contact timelines to help teams coordinate customer interactions.
- AI-Powered Tools: Includes AI-assisted reporting and meeting intelligence capabilities, subject to availability and plan.
- Application Integrations: Connects with more than 500 applications, enabling businesses to extend CRM functionality through supported integrations.
Pricing
- Lite: $14/seat/month, billed annually, with lead, contact, calendar, and pipeline management.
- Growth: $39/seat/month, billed annually, adding email synchronisation, automation, nurturing sequences, and forecasting reports.
- Premium: $59/seat/month, billed annually, with additional lead-generation, scoring, customisation, and sales management tools.
- Ultimate: $79/seat/month, billed annually, adding advanced security, sandbox testing, and other higher-tier capabilities.
8. Zendesk – Best for E-Commerce Customer Support and Post-Purchase Service
Company Overview
| Detail | Information |
|---|---|
| Founded | 2007 |
| Country | United States |
| Software Type | Customer Service and Support CRM Software |
| Core Features | Ticketing, Live Chat, Messaging, AI Agents, Knowledge Base, Reporting |
| Deployment | Cloud-Based |
| Pricing Model | Subscription-Based |
| Starting Price | $19/agent/month, billed annually |
| Supported Platforms | Web, iOS, Android |
Zendesk is a customer service platform that helps e-commerce businesses manage support requests and customer conversations across multiple channels. Its ticketing system centralises customer enquiries, allowing teams to assign requests, track progress, and review previous interactions. This helps support agents provide consistent responses and manage customer issues more efficiently.
For online retailers, Zendesk can handle order enquiries, delivery questions, returns, and post-purchase support through configurable workflows and integrations. Its Suite plans offer tools such as ticketing, messaging, live chat, reporting, and AI-powered support capabilities. Zendesk is particularly suitable for e-commerce businesses managing high volumes of customer enquiries, although its primary focus is customer service rather than marketing automation or traditional sales pipeline management.
Key Features
- Ticket Management: Organises customer enquiries into tickets that teams can assign, prioritise, and track through resolution.
- Omnichannel Support: Supports customer conversations across email, messaging, live chat, and other available channels.
- Customer Context: Displays customer details and interaction history to help agents provide more informed responses.
- AI Agents: Supports automated customer service resolutions across supported channels, subject to plan and usage terms.
- Help Centre: Enables businesses to provide self-service articles and answers to common customer questions.
- Workflow Automation: Uses triggers and business rules to streamline ticket routing, follow-ups, and repetitive support tasks.
- Reporting and Analytics: Provides dashboards to monitor ticket volumes, agent performance, and customer service trends.
- Integrations: Connects with third-party applications through the Zendesk Marketplace and supported integration tools.
Pricing
- Support Team: $19/agent/month, billed annually, with email ticketing, routing, and reporting.
- Suite Team: $55/agent/month, billed annually, adding omnichannel support, messaging, live chat, and AI capabilities.
- Suite Professional: $115/agent/month, billed annually, with additional routing, collaboration, and reporting features.
- Enterprise: Custom pricing is available for businesses requiring more advanced security, governance, and support capabilities.
9. Keap – Best for Small E-Commerce Businesses and Marketing Automation
Company Overview
| Detail | Information |
|---|---|
| Founded | 2001 |
| Country | United States |
| Software Type | Small-Business CRM and Marketing Automation Software |
| Core Features | Contact Management, Email Marketing, Sales Automation, Landing Pages, Checkout Forms, Payments |
| Deployment | Cloud-Based |
| Pricing Model | Subscription-Based |
| Starting Price | $299/month |
| Supported Platforms | Web, iOS, Android |
Keap is a small-business CRM and automation platform that helps e-commerce businesses manage customer information, automate marketing, and organise sales processes. It centralises contact records, communication history, tasks, and lead details to coordinate customer follow-ups. Its marketing tools include email campaigns, forms, landing pages, and automated workflows for attracting and nurturing potential customers.
For online businesses, Keap offers checkout forms, invoices, payment integrations, promotional codes, and sales automation tools. These features can support lead nurturing, payment reminders, customer follow-ups, and selected cart-abandonment campaigns, depending on the setup. Keap suits small e-commerce businesses seeking CRM, marketing, and sales tools in one platform, although its pricing and implementation requirements may be challenging for sellers with limited budgets.
Key Features
- Contact Management: Stores customer information, communication history, company records, and custom fields.
- Email Marketing: Supports promotional emails, newsletters, and automated messages based on customer activity.
- Marketing Automation: Builds workflows for lead nurturing, customer follow-ups, and selected sales campaigns.
- Landing Pages and Forms: Helps businesses capture leads and collect information through online forms and landing pages.
- Checkout Forms: Supports online checkout workflows and can trigger automation when customers complete specified actions.
- Payment Management: Provides invoices, recurring payment options, and integrations with supported payment processors.
- Sales Pipeline: Helps businesses track leads, organise opportunities, and automate next steps in the sales process.
- Reporting: Offers dashboards and reporting tools for reviewing sales activity, marketing performance, and business operations.
Pricing
- Standard Subscription: From $299/month, with annual billing listed at $2,988 per year on Keap’s official pricing page.
- Included Users: The subscription starts with two user licences; additional users are listed at $39/month each.
- Contact Volume: Pricing depends on the number of contacts and the configuration selected.
- Implementation and Add-Ons: Implementation services, additional messaging, and payment processing may involve additional costs.
10. Insightly CRM – Best for Customer Relationship Management and Project Coordination
Company Overview
| Detail | Information |
|---|---|
| Founded | 2009 |
| Country | United States |
| Software Type | CRM and Project Management Software |
| Core Features | Contact Management, Sales Pipelines, Workflow Automation, Project Management, Reporting, Integrations |
| Deployment | Cloud-Based |
| Pricing Model | Subscription-Based |
| Starting Price | $29/user/month, billed annually |
| Supported Platforms | Web, iOS, Android |
Insightly CRM is a customer relationship management platform that helps e-commerce businesses manage contacts, sales opportunities, tasks, and projects in one system. It offers linked customer records, customisable sales pipelines, activity tracking, and reporting dashboards. These tools help teams monitor sales progress and coordinate customer interactions from the first enquiry through deal completion.
For e-commerce businesses, Insightly is useful when sales involve consultations, wholesale negotiations, customised orders, or post-sale project work. Its project management tools let teams convert successful opportunities into projects while retaining relevant customer records. Integrations with applications such as Google Workspace and Microsoft 365 support connected workflows. Insightly suits businesses that need CRM and project coordination, rather than retailers primarily seeking built-in email and SMS marketing automation.
Key Features
- Contact Management: Maintains customer and prospect records while linking contacts to organisations and other business records.
- Sales Pipelines: Tracks opportunities through customisable stages and visual pipeline views.
- Workflow Automation: Automates selected tasks and activities to support consistent business processes.
- Project Management: Helps teams manage milestones, deadlines, tasks, and post-sale delivery activities.
- Opportunity Conversion: Converts won sales opportunities into projects while preserving relevant record information.
- Task Management: Provides reminders, to-do lists, and activity tracking for customer-related work.
- Reporting and Dashboards: Offers business dashboards and reports for monitoring sales performance and operational activity.
- Application Integrations: Connects with supported productivity and business applications, including Google Workspace and Microsoft 365.
Pricing
- Plus: $29/user/month, billed annually, including lead and contact management, project management, reports, and dashboards.
- Professional: $49/user/month, billed annually, adding capabilities such as workflow automation and additional sales management tools.
- Enterprise: $99/user/month, billed annually, for businesses requiring more advanced CRM functionality.
- Free Trial: Insightly offers a 14-day CRM trial without requiring a credit card, according to its official pricing page.
Conclusion: Choosing the Best CRM Software for E-Commerce Businesses in 2027
The best CRM software for e-commerce businesses in 2027 depends on your store’s size, sales model, marketing goals, and customer management needs. Klaviyo is suitable for B2C marketing and customer retention, while HubSpot CRM helps businesses coordinate marketing, sales, and customer service. Salesforce CRM supports enterprise e-commerce operations, whereas Zoho CRM offers flexible customer management for growing businesses.
For retailers focused on marketing automation, ActiveCampaign helps personalise customer communications, while Freshsales CRM supports sales engagement and pipeline management. Pipedrive is useful for tracking sales opportunities, whereas Zendesk focuses on customer support and post-purchase service. Keap combines CRM and automation tools for small businesses, while Insightly CRM connects customer relationship management with project coordination.
Before choosing a platform, compare customer management features, e-commerce integrations, marketing automation, reporting, official pricing, and scalability. The right CRM can help your business organise customer data, streamline sales and support activities, personalise communications, and build stronger customer relationships as your online store grows.
Frequently Asked Questions(FAQs)
What is the best CRM for e-commerce businesses?
The best CRM for e-commerce depends on your business size and goals. Klaviyo is suitable for B2C marketing and customer retention, HubSpot CRM supports marketing and sales alignment, Salesforce CRM suits enterprise operations, and Zoho CRM offers flexible customer management for growing businesses.
Can an e-commerce CRM replace my e-commerce platform?
No, an e-commerce CRM generally does not replace your online store platform. Your e-commerce platform manages storefronts, products, checkout, and orders, while a CRM focuses on customer relationships, sales activities, marketing, and support. Integrations help connect the two systems.
Is an e-commerce CRM useful for small or low-volume stores?
Yes, a CRM can help small stores organise customer records, manage enquiries, and follow up with buyers. However, businesses with limited sales may only need basic contact management and email tools initially. A free or affordable plan can help avoid paying for unnecessary features.
How long does it take to set up an e-commerce CRM?
Setup time depends on the CRM, the size of your customer database, and the integrations required. A basic setup may take a few hours or days, while complex migrations, custom workflows, and multiple integrations can take several weeks or longer.
What integrations should an e-commerce CRM support?
Look for integrations with your e-commerce platform, email marketing tools, payment services, customer support software, analytics tools, and accounting applications. Shopify, WooCommerce, BigCommerce, and other supported store integrations can help synchronise relevant customer, order, and purchase data.
Which CRM is best for e-commerce marketing automation?
Klaviyo and ActiveCampaign are strong options for businesses prioritising automated marketing and customer engagement. HubSpot CRM is another option for coordinating marketing and sales activities. Compare available automation features, e-commerce integrations, contact limits, and pricing before choosing.
Is free CRM software enough for an online store?
A free CRM may be sufficient for a new or small online store that needs contact management, basic deal tracking, and limited reporting. Advanced automation, deeper e-commerce integrations, and more sophisticated analytics may require a paid subscription or additional products.
How can a CRM help increase repeat purchases?
A CRM can help retailers segment customers, track previous interactions, and send relevant follow-up messages. When supported by the connected store and marketing tools, these capabilities can be used for post-purchase campaigns, replenishment reminders, personalised offers, and customer re-engagement.
What should I compare when choosing an e-commerce CRM?
Compare customer management, marketing automation, sales tracking, store integrations, reporting, ease of use, scalability, and total cost. Also check whether key features are included in the advertised plan or require additional subscriptions, integrations, or implementation work.
Is CRM software suitable for both B2C and B2B e-commerce?
Yes. B2C retailers often prioritise customer segmentation, marketing automation, and repeat purchases. B2B e-commerce businesses may focus more on account management, sales pipelines, negotiated pricing, and longer sales cycles. Choose a CRM that matches your sales model and customer relationships.
