How to Choose the Best CRM Solution for eCommerce Business

Wikipedia defines CRM (Customer Relationship Management) as an approach to managing a company’s interaction with current and potential future customers. With the increasing complexity of eCommerce business and pressure for profitability, it is quite natural that these companies are asking how to Choose the Best CRM Solution for eCommerce Business.

The CRM approach tries to analyse data about customers’ history with a company, to improve business relationships with customers, specifically focusing on customer retention, and ultimately to drive sales growth.⁽¹⁾ As a Process CRM enables companies to Collect and manage large amounts of customer data and then carry out strategies based on that information by:

• Understanding their customer groups
  • Learn new insights on customers needs and behaviours
• Responding quickly to their needs
  • Learn about emerging needs and fulfilling them profitably
• Proactively reacting to shifting customer desires
  • Manage challenges during customer relationship cycle to retain & upgrade successfully
  • Tailor products to target customer segments

Evolution of CRM

Genesis of Modern CRM tools is in businesses desire to reach out to prospective customers through databases in 1980’s. Firms wanted to reach out to them through customised communication in this approach. In early 1990’s this movement saw a significant boost with the emergence of contact management software.

The CRM as a term and industry born in 1995 and after that this industry saw a significant boost with several players jumping into the fray. However as sales focus drove the evolution of CRM, it found increasing acceptance among B2B clients.

Businesses have been using CRM for over a decade to build profitable business growth with the investment payback in 10 months. There are several specific CRM packages for industry verticals. Therefore off late eCommerce companies also started looking for a CRM solution to engage their customers better and build a profitable business.

However, when they look for a specialised eCommerce Business CRM, they get stuck in the hundreds of CRM solutions available in the marketplace. Most of these CRM solutions have a B2B orientation, and it is quite difficult to reorient them to eCommerce business.

Standard features, of CRM Solutions

CRM Solutions are very powerful and can connect several functions of an organisation. However, at the most basic level, any CRM application allows for creating and updating a comprehensive customer database, to manage customer communication better. Depending on the power of the CRM, it enables Marketing

• Interaction Tracking
• Landing Pages
• Lead Management
• Lead Scoring
• List Management
• Marketing Automation
• Product Catalogue
• Project Management
• Quotes
• Referral Tracking
• Social Media Integration
• Survey Management
• Territory Management

Standard CRM Solutions are not built for eCommerce

From the above, it is very clear that most of the CRM Solutions were designed to improve the effectiveness of sales operations. However, unless you have an extraordinarily high average order size, it does not make sense to build a sales process to support eCommerce revenue growth. Most eCommerce businesses including Amazon does not have a business model that supports developing a sales process, the way B2B companies do.

Therefore during our evaluation, we found that standard CRM solutions are not suitable for most of the eCommerce businesses. eCommerce companies try to improve the user experience on their portal or mobile app. To do that, they try to understand:

• User Behaviour before, during and after they visit their website
• Enhance user experience to boost conversion on the portal or mobile app
• Multi-Channel behaviour, which is mostly virtual
• What brings them to their portal and if they can meet a customer’s expectations
• How they can increase retention and referrals.

One would argue that a CRM solution can help with all of the above, however, standard CRM solutions may not be very efficient with the above. Standard CRM solutions either offer much more than what an eCommerce business needs or may not provide several critical features, at all.

An eCommerce business deals with 10’s of thousands of users if not million. For these firms building a sales process driven by individual contacts may be a herculean task. Therefore such firms need an automated marketing driven CRM solutions instead of sales driven solution.

How to Choose the Best CRM Solution for eCommerce Business

Well, after reading this, you must be apprehensive. You must be wondering, is there a CRM solution for eCommerce business, and if it is there, how to Choose the Best CRM Solution for eCommerce Business.

A CRM Solution for eCommerce business must have the power to harness your customer behavioural data so that you can gain insight into customer needs, wants and demands. You also need your CRM solution to help you dig more into their purchasing habits, social activities. All this will give your website or mobile app the power to improve your offerings and increase your sales. With this kind of valuable market information, your e-commerce site or app is sure to expand rapidly in your chosen niche market.

Therefore for an eCommerce business, the most important features, of CRM are the following:

1. Quick access to customers relevant information: Your CRM should be able to scrap all the customer details including behavioural data from the website and mobile app:
   • How did they find you
   • What they might be expecting from you
   • Probability of their conversion
   • Their past orders if any
   • Their pain points
   • How can you engage them better
2. Provision of marketing tools of your choice to keep your customers engaged at regular interval with contextual messaging as per their stage in the purchase cycle.
   • Availability of your preferred email marketing tool or a plugin
   • Availability of your favorite CMS, you are not going to redo your website for a CRM, right?
3. Marketing automation
   • How much hard work you will have to do to bring all the data under one roof (CRM system)
   • Will your CRM be able to connect with your customer with a contextual  message?
   • Social Media Integration
4. Improve Customer Loyalty
5. Improved customer analysis & action
6. Costing: You would not like to shell out a significant amount of money to manage your customer’s database. For example, Salesforce charges US$1000 to maintain a database of 10000 customers every month. Well, most eCommerce businesses find that active customers on a monthly basis are anything between 5-10%. What it means is that your eCommerce business will pay US$1 to 2 per active customer. Therefore unless you are selling high-value goods Salesforce does not make sense as an eCommerce CRM.
7. Pricing Structure: Most CRM’s charge flat fee per user per month. Such a practice is adopted by CRM solutions focussing on B2B businesses, and it is sensible as a number of clients managed by a sales person is not very large. However, when it comes to eCommerce business, they hardly have a dedicated sales person for customers. They usually have thousands of consumers and most B2C CRM solutions charge as per the number of clients. Please pay attention to this as your access to customer data will be defined by this structure.

In search of Best CRM Solution for eCommerce Business: Evaluation of 14 Popular CRM Solutions

We have evaluated several CRM Solutions such as Zoho CRM, PipeDrive, SalesForce, oroCRM, AgileCRM, SuiteCRM, respondr.io. and many more here in this article. Just read on and identify the best solution for your business:

1 Pipedrive:

Pipedrive Seems to be a fantastic CRM Solution for sales teams of any size. It is a CRM platform more useful for the sales side of your customer-facing operation. It can easily be connected with software like MailChimp, Google Apps and Zapier. It allows visualisation of the sales pipeline and helps to make sure that meaningful conversations and activities are managed well.

Key features, of Pipedrive

• Free version: Not Available
• Free Trial: Available for 30 days
• Small Business Version: Silver Plan for US$12 per month per user
• Enterprise Version: Gold or Platinum for US$25 or US$75 per month per user. (Comparison of the three plans)
• Customer Support: Available for all the plans
• Integration: Provide integration several tools such as MailChimp, Google Apps, etc. in all the versions.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration:
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Pipedrive
Call centre Management	No
Campaign Management	No
Contact Management	Yes
Customer Support	Yes
Document Management	No
Email Marketing	No
Interaction Tracking	Yes
Landing Pages	No
Lead Management	Yes
Lead Scoring	No
List Management	No
Marketing Automation	No
Product Catalogue	Yes
Project Management	Yes
Quotes	No
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	No

From the above, it is clear that Pipedrive is not suitable for eCommerce businesses.

2 OroCRM: On-Premise or Cloud Hosted Open Source CRM

OroCRM is an On-Premise, or Cloud hosted open source CRM solution. It has CRM solution built for eCommerce businesses that sell online to other business or directly to consumers. You will have to use free or premium connectors to connect OroCRM to your CMS such as Woocommerce, Magento, PrestaShop, Websphere, etc. OroCRM boasts of several features, that allow marketing and sales force to collect data, gain a deep understating of the customer’s needs and wants, optimise marketing initiatives, increase conversion, and ultimately grow sales.

Key features, of OroCRM

• Free version: Available
• Free Trial: Available
• Small Business Version: Free Community free version for small Businesses
• Enterprise Version: Paid. Fee basis your requirement. (Comparison of the two versions)
• Customer Support: Available only for Enterprise version
• Integration: Provide integration to several tools & CMS such as MailChimp, Magento, etc. in both the versions.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Primarily with Magento for other CMS you will have to buy a connector, which could be quite expensive for small businesses. For example:
  • Woocommerce connector costs US$559
  • Prestashop connector costs US$1499
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	OroCRM
Call Centre Management	No
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	No
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	No
List Management	Yes
Marketing Automation	Yes
Product Catalogue	No
Project Management	No
Quotes	Yes
Referral Tracking	No
Social Media Integration	Yes
Survey Management	No
Territory Management	Yes

With the above features,, Oro CRM emerges as a suitable CRM for eCommerce Businesses.

3 Zoho CRM

Zoho CRM gives you a 360-degree view of your complete sales cycle and pipeline. Identify trends, spot opportunities, increase efficiency and reduce costs with the right answers, right now.Attract, Retain and Delight More Customers. Grow your company into a customer-focused organisation.

Key features, of Zoho CRM

• Free version: Available
• Free Trial: Available for 15 days
• Small Business Version: Standard version for US$15
• Enterprise Version: Professional & Enterprise version at US$25 & US$40. (Comparison of the three plans)
• Customer Support: Available only for Enterprise version
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla,, etc. in all the versions. However, connectors used for these connections are paid.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for WordPress and Joomla,. Need to pay for eCommerce integration.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Zoho CRM
Call Centre Management	Yes
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	Yes
Quotes	Yes
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	Yes
Territory Management	Yes

With the above features,, Zoho CRM emerges as a suitable CRM for eCommerce Businesses.

4 AgileCRM

Agile CRM is designed for small businesses and has an eCommerce module. It has several features, which are precious for eCommerce businesses. It’s free trials include access to all features,, including telephony integration, online appointment scheduling, email automation, cross-channel campaigns, deal tracks and project management.

Key features, of Agile CRM

• Free version: Available
• Free Trial: Available forever for ten users for 1000 contacts
• Small Business Version: Starter version at US$15
• Enterprise Version: Regular & Enterprise version at US$50 & US$80. (Comparison of the three plans)
• Customer Support: Available only for Enterprise version
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for WordPress and Joomla,. Need to pay for eCommerce integration.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Agile CRM
Call Centre Management	Yes
Campaign Management	Yes
Contact Management	Yes
Customer Support	No
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	No
Project Management	Yes
Quotes	No
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	No
Territory Management	No

With the above features, Agile CRM emerges as a suitable CRM for eCommerce Businesses.

5. SuiteCRM

SuiteCRM is an open source CRM solution, designed to suit any business size or requirement. It is feature rich, free to acquire, the licences are open source, implementation costs are dramatically lower and implementation timescales significantly reduced.

Key features, of Suite CRM

• Free version: Free forever
• Free Trial: Available forever
• Small Business Version: NA
• Enterprise Version: NA
• Customer Support: NA
• Integration: Limited integration possible. All connectors are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for WordPress and Joomla,. Need to pay for eCommerce integration.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Suite CRM
Call Centre Management	No
Campaign Management	No
Contact Management	Yes
Customer Support	Yes
Document Management	No
Email Marketing	No
Interaction Tracking	No
Landing Pages	No
Lead Management	Yes
Lead Scoring	No
List Management	No
Marketing Automation	No
Product Catalogue	Yes
Project Management	Yes
Quotes	Yes
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	No

With the above features, Suite CRM may not be able to manage requirements of an eCommerce Business.

6. respondr.io

Respondr is one of the simplest eCommerce CRM in the world. It is designed to serve the eCommerce businesses with an analytics heart for quick decision making. With this CRM Solution eCommerce retailers, online publishers, and other B2C companies  can leverage advances in search engine technology, machine learning, analytics, and many other fields to automate and deeply personalise their customer experiences.

Key features, of Respondr.io CRM

• Free version: Not Available
• Free Trial: Available for 15 days
• Small Business Version: Starter version at US$49 for 10k contacts
• Enterprise Version: Basic & Pro version at US$99 & US$399 for 50k & 250k contacts. (Comparison of the three plans)

Customer Support: Available only for Pro & basic version

• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for Woocommerce, Magento, Opencart and shopify. All these plugin are free.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Respondr
Call Centre Management	No
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	No
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	No
List Management	Yes
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	No
Quotes	No
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	No
Territory Management	No

With the above features, Responder CRM can easily manage requirements of an eCommerce Business.

7 BaseCRM

Base is one CRM platform which has received glowing reviews in recent times. Its unique selling point is that it aims to aid sales teams by giving them information which specifically assists the sales acquisition process. BaseCRM even goes as far as providing sales forecasting, giving sales teams insightful data with which to enhance their strategies.

Key features, of Base CRM

• Free version: Not Available
• Free Trial: Available forever for 14 days
• Small Business Version: Starter version at US$25 per user per month
• Enterprise Version: Professional & Enterprise version at US$75 & US$125. (Comparison of the three plans)
• Customer Support: Available for all versions
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for WordPress and Joomla,. Need to pay for eCommerce integration.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Base CRM
Call Centre Management	Yes
Campaign Management	No
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	No
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	No
Product Catalogue	Yes
Project Management	Yes
Quotes	Yes
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	Yes

With the above features, Base CRM may not be able to manage requirements of an eCommerce Business.

8 Salesforce Marketing Cloud

Often touted as the world’s number 1 CRM, Salesforce begin its journey way back in early 2000. It is a versatile CRM solution aimed at all kind of businesses. It can be integrated with other business apps and features, a very simple dashboard as a central location from which to handle your CRM. Saleforce has several products, for the benefit of readers we are reviewing only Salesforce Small Busines Module. Please note that Salesforce offers 3 small business modules:

1. Sales
2. Service
3. Marketing: For eCommerce businesses Marketing Cloud module works.

https://youtube.com/watch?v=_t66THbaEUo

Key features, of Salesforce Marketing Cloud

• Free version: Not Available
• Free Trial: Available
• Small Business Version: Not available
• Enterprise Version: Salesforce is primarily an Enterprise level CRM solution. Three plans are available:(Comparison of the three plans)
  • Standard marketing automation: US$1,000/month/up to 10,000 contacts billed annually
  • Advanced marketing automation: US$2,000/month/up to 10,000 contacts billed annually
  • Customisable marketing automation: US$3,000/month/up to 10,000 contacts billed annually
• Customer Support: Available for all versions
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for most CMS.
• Deployment: Cloud, SaaS, Web, On-Premise on Windows or Mac
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Salesforce
Call Centre Management	Yes
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	Yes
Quotes	Yes
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	Yes
Territory Management	Yes

With the above features, Salesforce Marketing Cloud can manage eCommerce Business requirement; however, the pricing is quite steep.

9 LeadMaster: Cloud-Based Sales & Marketing CRM

Leadmaster is a cloud hosted CRM solution for Sales & Marketing functions. Like other sales oriented CRM’s LeadMaster CRM enables work on your sales pipeline.

Key features, of Leadmaster CRM

• Free version: Not Available
• Free Trial: Available
• Small Business Version: Available at steep US$150 for 3 users & 10k accounts.
• Enterprise Version: Professional version at US$250 for 5 users & 25k accounts & Organisation version at custom pricing is available. (Comparison of the three plans)
• Customer Support: Available for all versions
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Not available. It is not an eCommerce CRM.
• Deployment: Cloud
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Leadmaster
Call Centre Management	Yes
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	No
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	No
Project Management	No
Quotes	No
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	Yes

With the above features, Leadmaster CRM may not be able to manage requirements of an eCommerce Business.

10. Less Annoying CRM: Cloud hosted

A CRM solution with an interesting name. It is a simple CRM platform targeted at small businesses with several unique functions such as contacts, notes, a calendar, and to-do list, etc. It provides an unlimited 30-day trial to make up your mind.

Key features, of Less Annoying CRM

• Free version: Not Available
• Free Trial: Available
• Small Business Version: Available at US$10 per user per month for unlimited contacts.
• Enterprise Version: Available at US$10 per user per month for unlimited contacts.
• Customer Support: Available for all versions
• Integration: Provide integration to several tools & CMS such as MailChimp, ConstantContact, WordPress, Joomla, etc. in all the versions. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Not available. It is not an eCommerce CRM.
• Deployment: Cloud
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Less Annoying CRM
Call Centre Management	Yes
Campaign Management	No
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	No
Interaction Tracking	No
Landing Pages	No
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	No
Product Catalogue	No
Project Management	No
Quotes	Yes
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	No

With the above features, Less Annoying CRM may not be able to manage requirements of an eCommerce Business.

11 Metrilo CRM for eCommerce

Metrilo is an eCommerce CRM designed for eCommerce businesses. It is a simple, yet a powerful CRM solution with analytics, CRM and response management features, in one. Metrilo extracts data from your CMS to show you the customers insights automatically. Metrilo allows you to:

• keep all your customer data in one place.
• Identify cohorts of customers, cart abandoners or high-value spenders.
• Send targeted email messages.
• Track all important eCommerce metrics for you.
• Optimize your acquisition channels
• Track product performance
• Have real-time overview of who’s doing what on your eCommerce store.
• Automatically collect and analyze your eCommerce data from your email campaigns.

Key features, of Metrilo CRM

• Free version: Not Available
• Free Trial: Available forever for 14 days
• Small Business Version: Starter version at US$59 per user per month for 10000 visitors.
• Enterprise Version: Medium (US$99 for 30k visitors); Large (US$199 for 90k visitors) & Enterprise plan (US$299 for 180k visitors). (Comparison of all four plans)
• Customer Support: Available for all versions
• Integration: Provide integration to several CMS such as Shopify, Magento and Woocommerce. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for Woocommerce, Shopify and Magento.
• Deployment: Cloud.
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	Metrilo
Call Centre Management	No
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	No
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	No
List Management	No
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	No
Quotes	No
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	No
Territory Management	No

With the above features, Metrilo can manage eCommerce very easily.

12. GetScored CRM

GetScorecard provide eCommerce CRM support with plugins to extract data from your CMS. Once data is extracetd to the CRM it functions as a full Contact, Sales and Production Management system. GetScorecard offers CRM for small business that offers a free and paid CRM cloud based service.

Key features, of GetScored CRM

• Free version: Available
• Free Trial: Available till you cross 100 records
• Small Business Version: Starter version for Free upto 100 records.
• Enterprise Version: Pro (US$8 with 250mb storage & unlimited records); Enterprise (US$12 for 5GB storage & unlimited records. (Comparison of all three plans)
• Customer Support: Available for all versions
• Integration: Provide integration to tools & CMS such Contact form 7, Etsy & Woocommerce. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for Woocommerce, Etsy.
• Deployment: Cloud.
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	GetScored CRM
Call Centre Management	No
Campaign Management	No
Contact Management	Yes
Customer Support	No
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	No
Quotes	No
Referral Tracking	No
Social Media Integration	No
Survey Management	No
Territory Management	Yes

With the above features, GetScored can manage eCommerce Business requirement.

13. HubSpot

No discussion on CRM solutions could be over without talking about HubSpot. Hubspot is positioned as a inbound marketing software. Its CRM suite is absolutely free, however to take its advantage you need to pay for its Marketing module, which is quite expansive for small eCommerce businesses.

Key features, of HubSpot CRM

• Free version: Available
• Free Trial: Available forever. However you need to pay for its Marketing Module, which is most useful for eCommerce businesses.
• Small Business Version: Basic version for US$200 per month.
• Enterprise Version: Pro (US$800); Enterprise (US$2400. (Comparison of all three plans)
• Customer Support: Available for all versions
• Integration: Provide integration to tools & CMS such Contact form 7, Etsy & Woocommerce. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for Woocommerce, Etsy.
• Deployment: Cloud.
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	HubSpot
Call Centre Management	Yes
Campaign Management	Yes
Contact Management	Yes
Customer Support	Yes
Document Management	Yes
Email Marketing	Yes
Interaction Tracking	Yes
Landing Pages	Yes
Lead Management	Yes
Lead Scoring	Yes
List Management	Yes
Marketing Automation	Yes
Product Catalogue	Yes
Project Management	No
Quotes	No
Referral Tracking	Yes
Social Media Integration	Yes
Survey Management	No
Territory Management	No

With the above features, HubSpot can manage eCommerce Business requirement, however the pricing is quite steep.

14 UpiCRM – Best Free WordPress CRM & Lead Management

If you are on wordpress you have a really cheap and effective CRM software at yourdisposal. UpiCRM is a Free WordPress CRM & Lead Management solution. It is easy to install and set-up. It is a powerful and intelligent solution, designed for all WordPress users. It works in parallel with existing tools or plugins you are using, such as existing contact forms – Contact Form7, Gravity Form, Ninja Forms. It simply scraps contacts from these forms and help you mange leads and customers from your website.

Key features, of UpiCRM

• Free version: Available
• Free Trial: Available forever.
• Small Business Version: Free.
• Enterprise Version: Free.
• Customer Support: To be purchased.
• Integration: Provide integration to tools & CMS such Contact form 7, Woocommerce. All these plugins are free.
• User Interface: Customisable Dashboard which is mobile responsive
• eCommerce Integration: Available for WordPress.
• Deployment: Cloud.
• Training: Documentation & Webinar
• Availability of Key Functionality:

Key Functionality	UpiCRM
Call Centre Management	No
Campaign Management	No
Contact Management	Yes
Customer Support	No
Document Management	No
Email Marketing	No
Interaction Tracking	Yes
Landing Pages	No
Lead Management	Yes
Lead Scoring	No
List Management	Yes
Marketing Automation	No
Product Catalogue	No
Project Management	No
Quotes	No
Referral Tracking	Yes
Social Media Integration	No
Survey Management	No
Territory Management	No

With the above features, UpiCRM can manage eCommerce Business requirement.

Summary: Best CRM Solution for eCommerce Business

We would like you to go for trial of as many as possible CRM tools before committing yourself. Therefore tools which allow trial without any obligation should be your first choice. Take advantage of free trials available to test each piece of CRM software.

Figure out pros and cons of each platform you try and then weigh them up against each other based on what you want to measure and improve in both medium and long term.

Best CRM Solution for eCommerce Business		Pricing
		Fair	Steep
eCommerce Compatible	Yes	GetScored; respondr.io; AhileCRM; Zoho CRM; OroCRM; UpiCRM	Hubspot; Salesforce; Metrilo
	No	Less Annoying CRM; Leadmaster; BaseCRM; Suite CRM; Pipedrive

Happy hunting. Please feel free to reach out to us with your feedback, question or criticism. Just mail us on avinash@brandloomconsulting.com.

Source:

1. Bain & Company. “Management Tools – Customer Relationship Management” Retrieved 3/9/2016.