If your CRM isn’t performing in 2025, you’re likely losing customers (and revenue). With customer acquisition costs up 60% in the last five years, retaining customers with a personalized customer experience is more important than ever.

Abandoned carts, low repeat purchases, and missed customer inquiries often indicate gaps in your CRM functionality. The right solution can help you track customer interactions, streamline sales processes and integrate CRM software across your ecommerce website.

Some platforms handle email marketing well. Others offer handy automation. But only a few CRM solutions can truly support ecommerce companies with high traffic, complex sales funnels and managing all your customer data in real time.

In this guide, we’ll look at 10 of such CRM solutions built to help ecommerce stores manage behavioral marketing processes, automate workflows and deliver exceptional customer experiences.

What is a CRM for ecommerce?

CRM for e-commerce helps fast-paced, high-volume online businesses manage customer relationships at scale. Instead of focusing on long sales pipelines, it tracks ecommerce customer behavior, like browsing, purchases and cart activity.

Unlike traditional CRMs, it’s built for ecommerce stores handling thousands or even millions of users. It automates messages across channels like email and SMS and delivers valuable insights for your marketing strategy.

The most effective ones do four things well:

1. Segment customers by behavior
2. Reach them on the right channels
3. Track actions as they happen
4. Use data to predict what they’ll buy next

See also: Types of CRM software

Benefits of customer relationship management for e-commerce

Without a CRM, it’s easy to miss valuable selling opportunities. Teams end up working with outdated information, turning lead management into guesswork.

A CRM helps e-commerce stores centralize purchase history, browsing behavior and support interactions. This gives sales reps real-time insights to prioritize high-intent leads and tailor follow-ups. Meanwhile, marketing teams can segment audiences effectively and launch targeted campaigns based on actual customer behavior, not assumptions.

It also lets you create automated workflows for things like welcome emails, loyalty rewards or restock alerts, saving time and improving consistency.

Most importantly, it helps you act fast. If someone abandons their cart, you can follow up right away, while they’re still interested.

Key features to look for

Not all CRMs are built for e-commerce. Here’s what to prioritize when choosing one for your online store:

• Integration with e-commerce platforms: Automatically syncs order history, customer data and inventory from Shopify, WooCommerce or BigCommerce.
• Segmentation + personalization: Groups customers by behavior, purchase frequency or location for more targeted marketing campaigns and better conversion rates.
• Email, SMS and push marketing automation: Lets you send timely, consistent messages across channels, like abandoned cart reminders or limited-time offers.
• CDP and customer journey tracking: Provides a complete view of each customer’s interactions across channels, helping identify drop-off points and optimize engagement.
• A/B testing and campaign analytics: Allows testing elements like subject lines or send times to find the ones that work better.
• Customer support workflows: Gives sales teams instant access to order and interaction history, reducing resolution time and improving customer satisfaction.
• Loyalty program tools (optional): Supports point-based rewards, referrals and exclusive offers that encourage repeat purchases and improve customer retention.

10 CRM tools for e-commerce: Our top picks

Without further ado, let’s discover the top 10 options that meet the criteria listed above.

Loadstone

Enterprise ecommerce teams often face an impossible choice: adopt multiple best-in-class tools and manage a fragmented stack or compromise with a one-size-fits-all solution that doesn't scale. There’s a third option, though: a modular martech system specifically for commerce, where every component works together by design—Loadstone.

It includes six functional products plus a Customer Data Platform (CDP) available for CRM, omnichannel communications, loyalty, product recommendations, AI-powered search, promotional marketing and retail media networks.

Each tool works independently, but the value compounds when used together. For example, real-time customer information captured by the CDP fuels search results, triggers cart recovery messages and updates loyalty tiers.

Loadstone’s system supports millions of user profiles and handles real-time segmentation with 0.3-second API response times. E-commerce teams can run personalized flows triggered by behavior across web, app, email, SMS, WhatsApp and in-store screens.

For example, a fashion retailer using Loadstone can reach lapsed buyers with a promo via push and email, while updating homepage suggestions and loyalty offers based on past purchases.

What makes Loadstone different is how all its retail marketing tools work together through one shared data layer. It’s a solid choice for enterprise retailers wanting to replace disconnected systems with a flexible, unified martech stack.

Key features

• CRM and customer communications: Manage all messaging in one place, like cart reminders via email, follow-ups on WhatsApp and loyalty offers through SMS, triggered by customer behavior.
• Embedded CDP: Create real-time customer segments based on behavior, purchases or activity, like targeting high spenders who haven’t bought in 30 days.
• Recommender system: Suggest products based on user behavior and preferences in real time. For example, highlighting similar items after a user leaves a product page.
• AI commerce search: Let users find products fast, even with typos or unclear searches like “red runing shoo.”
• Loyalty management: Set up rewards for purchases, referrals or milestones, with extras like badges or tiers to boost engagement.
• Retail media: Turn site traffic into revenue by selling ad space for sponsored products or banners and link campaigns to CRM and loyalty features to track results.

Want to see how Loadstone’s connected system fits your e-commerce goals? Book a call today.

CRM integrations

Loadstone connects with platforms like Shopify and supports APIs, webhooks and tools like WhatsApp and Viber for easy, scalable cross-channel communication.

Klaviyo

Klaviyo is a customer engagement software for ecommerce, focused on email and SMS automation. It uses data like purchase history and site activity to power behavior-based campaigns.

The tool has pre-built workflows (like cart reminders and welcome series), plus tools for segmentation, A/B testing and performance tracking. While it includes a CDP, its core strength is campaign automation and targeting.

See also: CDP vs CRM

Key features

• Email and SMS automation: Send automated messages triggered by customer actions (sign-ups, purchases or cart abandonment).
• Customer segmentation: Group users by purchase habits, behavior or engagement to target more effectively.
• Pre-built workflows: Includes templates for common ecommerce scenarios like welcome series and post-purchase follow-ups.

CRM integrations

Klaviyo connects to ecommerce tools like Shopify, Magento and WooCommerce, as well as survey tools like Typeform and review apps like Yotpo.

See also: Yotpo competitors

ActiveCampaign

ActiveCampaign is a platform that combines email, SMS, CRM and journey tracking in one system. It’s used for behavior-based workflows and managing customer interactions across channels.

This CRM for ecommerce includes segmentation, lead scoring and a built-in CRM, with broad integration options to support multi-channel automation.

Key features

• Marketing automation: Uses triggers like site visits or purchases to automate customer journeys.
• AI tools: Machine learning capabilities recommend send times, predict deal outcomes and assist with campaign content.
• Sales analytics and reporting: Offers reporting and analytics to track engagement metrics, conversion data and customer journeys.

See also: Best CRM and marketing automation platforms

CRM integrations

ActiveCampaign connects with Shopify, WordPress, Zapier and Facebook Ads to sync data and coordinate messaging across systems.

Mailchimp

Mailchimp is a marketing platform that started with email and now includes SMS, customer journeys, and basic CRM tools. It’s mainly used by small to mid-sized ecommerce businesses to manage communication and track customer activity.

Key features

• Email and SMS marketing: Lets users send promotional and transactional messages using templates and a drag-and-drop editor.
• Audience segmentation: Groups contacts by tags, behavior, demographics or purchases for targeted messaging.
• Customer journey builder: Allows users to map multi-step campaigns with paths based on customer actions.

See also: Mailchimp alternatives

CRM integrations

This CRM for ecommerce integrates with over 300 tools, including CRM systems and ecommerce platforms such as Shopify, WooCommerce, Salesforce and Wix.

HubSpot

HubSpot is a CRM platform that combines marketing automation, contact management and content tools. It's often used by mid-sized businesses to manage customer relationships and run campaigns across email, social media and landing pages.

While it includes features like lead scoring and analytics, it’s not built specifically for high-volume ecommerce or transactional use.

Key features

• Lead scoring: Adds points to actions like email opens or page visits to help rank leads by interest.
• Workflow automation: Runs multi-step sequences triggered by actions like signups, cart abandonment or purchases.
• Social media management: Lets you schedule, publish and monitor social campaigns with your other marketing efforts.

See also: HubSpot alternatives

CRM integrations

HubSpot connects with Microsoft Dynamics 365, Airtable, Shopify and WooCommerce to sync data across platforms.

Salesforce Commerce Cloud

Salesforce Commerce Cloud is an enterprise ecommerce platform for managing B2C, B2B and D2C sales. It includes tools for storefronts, product catalogs, orders and customer interactions across online and offline channels. This CRM for ecommerce is commonly used by businesses already using other Salesforce products.

Key features

• Online storefronts: Offers templates and tools to manage product catalogs, pricing and merchandising across digital channels.
• Headless commerce architecture: Lets you customize the front end separately from the back end, making it easier to adapt and integrate with other tools.
• Salesforce Checkout: Provides a quick checkout with one-click payment options like PayPal, Apple Pay and Google Pay.

See also: Salesforce competitors

CRM integrations

Salesforce Commerce Cloud connects with Salesforce tools like Sales Cloud and Service Cloud, as well as external systems like SAP, Oracle and Microsoft Dynamics via APIs.

Omnisend

Omnisend is a marketing platform for email, SMS and push campaigns, used by ecommerce brands to automate tasks like cart recovery and post-purchase messages. It’s used mainly by small to mid-sized retailers looking to manage customer communication in one place.

Key features

• Email marketing: Uses a drag-and-drop builder with templates, product blocks and A/B testing to create and improve campaigns.
• SMS marketing: Supports automated and manual text campaigns with built-in subscriber tools and two-way messaging for customer interaction.
• AI-powered content suggestions: Assists in generating subject lines and email content to help improve open and click rates.

CRM integrations

Omnisend integrates with e-commerce platforms like Shopify, WooCommerce and BigCommerce. It supports connections with external CRM tools through Zapier.

Zoho CRM

Zoho CRM is a customer management platform that tracks leads, automates workflows and manages communication across sales and support teams. It integrates with Zoho Commerce to help ecommerce businesses centralize customer data and order activity, but its focus extends into broader business operations.

Key features

• Sales process automation: Supports custom pipelines, lead assignment rules and deal tracking to manage e-commerce sales cycles more efficiently.
• AI-powered assistant (Zia): Offers predictive insights, lead scoring, workflow suggestions and task automation based on customer behavior and sales data.
• Product and inventory tracking: Manages SKUs, variants and stock levels, including support for batch and serial numbers via Zoho Commerce.

CRM integrations

Zoho CRM integrates with platforms like Shopify, WooCommerce and Zapier, plus external tools such as Microsoft Dynamics and Google Workspace.

Freshworks

Freshworks CRM (formerly Freshsales) helps businesses manage sales, marketing and customer interactions in one system. Ecommerce teams use it to track leads and automate follow-ups across channels like email, chat and WhatsApp. 

Key features

• AI-powered lead scoring: Freddy AI evaluates engagement signals and prioritizes leads based on conversion likelihood.
• Sales automation and sequences: Supports automated email and SMS sequences for common ecommerce workflows like cart recovery and post-purchase follow-ups.
• Behavioral analytics: Tracks website activity and engagement to trigger personalized messaging based on customer actions.

CRM integrations

Freshworks CRM connects with tools like Mailchimp, QuickBooks and Slack, and supports ecommerce links through third-party apps, like Zapier or APIs.

SAP Emarsys

SAP Emarsys is a marketing platform and CRM for ecommerce brands to run personalized campaigns across email, SMS, push and ads. It uses data and AI to automate messages like cart reminders and loyalty offers. It’s mainly used by mid-sized to enterprise businesses.

Key features

• Prebuilt automation tactics: Includes templates for tasks like cart recovery, price alerts and re-engagement campaigns.
• Customer loyalty tools: Offers built-in features for managing loyalty programs, reward offers and repeat purchase incentives.
• Lifecycle marketing automation: Lets you build journeys for stages like onboarding, retention or win-back.

See also: Enterprise CRM solutions

CRM integrations

SAP Emarsys integrates with external CRM tools through APIs and prebuilt connectors.

Top CRM software for e-commerce businesses: Comparison table

What’s the best CRM platform for your ecommerce business?

Choosing the right CRM for ecommerce depends on how your business operates and its daily needs. Some platforms are great for simple email automation. Others are better for complex customer journeys across multiple channels.

If you're running a high-traffic ecommerce site or managing both online and offline sales, Loadstone will be a strong fit. It's for enterprise teams that need more than email campaigns: think real-time segmentation, cross-channel messaging, AI-powered recommendations and loyalty programs all working together.

Want to see how it could work for your team? Book a call to explore what Loadstone can do for your business.

FAQs

What is CRM in ecommerce?

Customer relationship management (CRM) for ecommerce is software that helps businesses manage customer relationships by tracking behavior, orders and interactions. It helps personalize communication, improve retention and drive sales.

What is the best CRM for ecommerce?

The best ecommerce CRM system depends on your business size and needs. Loadstone is a strong option for enterprise ecommerce teams needing advanced features like real-time data, omnichannel messaging and AI-powered personalization.

Do I need CRM for ecommerce?

If you're managing a growing customer base, sending regular campaigns or want to improve retention, then yes. An ecommerce CRM software can help you automate, personalize and scale your marketing more efficiently.

What are the 4 types of CRM?

The four main types are operational (for automation), analytical (for insights), collaborative (for team alignment) and strategic (for long-term planning). Some ecommerce CRMs (like Loadstone) combine all four.

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