Ecommerce CRM: features, integrations & top platforms
Our ecommerce CRM services
Itransition delivers end-to-end CRM services to help ecommerce businesses eliminate customer data silos, build stronger customer relationships, and increase productivity.
We will advise you on every stage of your CRM project, including the visualization of your future CRM solution based on your requirements, workflow design, CRM platform selection, and change management post-implementation.
We roll out and integrate CRMs following a carefully elaborated implementation plan based on your requirements. We run pre-deployment validation, making sure that the solution functions without failures, and mitigate emerging issues and risks.
We can help you transition your legacy system to the best-suiting CRM platform with no data loss and minimum downtime. We will audit your current system, craft an effective data migration strategy, perform test migration, and transfer the selected data and workflows to a new CRM solution.
Customization
Our CRM specialists can configure and customize your CRM to better align it with your business processes and ecommerce strategy. We can adjust CRM workflows and business logic to make the solution easy to use and customize various templates in line with your current business needs.
For existing CRMs, we deliver on-demand or ongoing maintenance services to monitor the software’s performance, check the system for data management or security issues, fix bugs, and release updates.
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Ecommerce CRM capabilities
Whether you are a B2B or B2C retailer, our team will develop and implement a feature-rich customer relationship management system tailored to your business specifics.
Customer data management
Ecommerce CRM software helps you collect customer data and get detailed profiles to better understand your audience’s needs and preferences. With a 360-degree view of customers, engaging them at every stage of the sales funnel across different touchpoints becomes easier.
- Cross-channel customer data collection and unification
- Detection and removal of duplicate customer accounts
- Default and custom criteria for dynamic customer segmentation
- Segment overlap analysis
- Customer data export to other applications
Sales acceleration
With CRMs, your sales team can easily automate routine sales tasks like distributing leads to free reps, managing customer interactions throughout the lead-to-deal cycle, tracking customer statuses and upselling opportunities, and optimizing sales pipelines.
- Account and contact management
- Automated lead capture from marketing forms
- Lead scoring and management
- Setting up criteria for lead qualification and disqualification
- Converting a lead into an opportunity and opportunity stage management
- Automated personalized emails and follow-ups at every sales cycle stage
- Creating branded templates for quotes, orders, and invoices
- Sales forecasts generation by various categories
Customer service
CRMs equipped with customer service modules aggregate all customer service data and channels in one place, enabling support teams to share data in real-time for faster query processing, provide customers with personalized solutions to their issues, and nurture loyalty by detecting and solving customers’ pain points.
- Customer service admin center
- Automatic ticket categorization, routing, and escalation
- Recommendation of similar cases and knowledge base articles for faster case resolution
- A knowledge base with search filters
- A customer portal with digital onboarding tools, forums, and self-service chatbots
Marketing automation
Ecommerce marketing automation tools let companies capture leads from various sources, segment their lead and customer database by multiple parameters, run targeted promotional campaigns, and measure their performance.
- Multiple marketing channels support
- Target segment marketing campaigns
- A/B testing
- Customer experience surveys
- Marketing content creation tools
- Landing page builder
Analytics
Ecommerce CRM analytics tools analyze customer data, predict marketing campaign effectiveness, and identify the most valuable customers and the best channels to get them. You can also fine-tune your CRM analytics to measure KPIs across sales, marketing, and customer support teams.
- Configurable views, charts, and dashboards for KPI measurement
- A trend chart to track sales forecasts over time
- Website tracking for measuring customer engagement
- Real-time reports for customer service activities
- Forecast reports for predicting future metrics and business outcomes
Team collaboration
Ecommerce CRM solutions can promote cross-team communication to break down the silos between back-office staff and customer-facing teams, allow for real-time collaboration within and across departments, and centralize customer communication.
- Project management tools
- Automated reminders and alerts for scheduled daily activities
- Chats for communication across different teams
- Notes for sharing call scripts and face-to-face interactions
- Tagging colleagues in deals or tasks
- Identifier tags for customer data
Experience personalization
CRM systems equipped with artificial intelligence-based tools use the collected customer behavior data like searches, views, and purchase history to generate relevant and timely recommendations for sales agents. This personalized approach enables cross-selling and upselling while helping deliver unique shopping experiences..
- AI-powered suggestions for customer segmentation
- Dynamic personalized content in email campaigns
- Conversation intelligence to analyze the style and sentiment of recorded customer calls
- Triggers for automatic sending of personalized messages
Ecommerce CRM integrations
To unlock the full potential of ecommerce CRM software, we integrate it with other systems you use for ecommerce operations that provide critical customer data.
Core integrations
Ecommerce website
Ecommerce portals
ERP
Social media
Customer data analytics
Payment gateways
Email & messaging services
We connect CRMs to ecommerce websites or online stores built on platforms like Magento, Shopify, or WooCommerce to capture comprehensive data on customer behavior and track each customer’s journey and lifecycle.
By integrating an ecommerce portal with your CRM system, you can track customer interactions in real-time, create personalized portal content for each customer, and get critical data for customer behavior analytics.
The ecommerce ERP-CRM integration provides synchronized supply and demand data generation, unifies customer-facing and back-office operations, and establishes a single source of truth.
Social media
A CRM linked to a brand’s social media channels can track key customer-related social media metrics, log new customer messages from different channels in real-time, and enable social listening for getting direct customer feedback from comments and mentions.
Integrated into CRM, customer data analytics tools deliver insights into customer behavior, predict and mitigate churn, and help create targeted marketing campaigns to ensure better customer service, optimized customer journeys, and maximized LTV.
Payment gateways
We can integrate preferred payment gateways into your CRM to help you streamline payment processing, manage customers’ payments within a single system, instantly sync incoming transactions, and provide you with a greater visibility into your financial and marketing performance.
Email & messaging services
Once your CRM is integrated with email and text messaging services, you can create mass email, SMS, and push campaigns, deliver automatic order status updates, send verification codes and notifications triggered by customers’ actions, and update customer data.
Best ecommerce CRM software
Popular ecommerce customer relationship management platforms incorporate essential features for customer data and sales management as well as additional tools to cater to more specific business needs.
Salesforce Customer 360 is an integrated cloud CRM platform with a complete set of components that streamline interactions across teams and provide a holistic customer view with real-time personalization capabilities.
Key features
- Dedicated out-of-the-box solution bundles for sales, service, marketing, and commerce
- Unified customer data and consent management
- Advanced audience segmentation
- Universal consumer IDs across all Salesforce apps for quick customer profile reconciliation and updates
- Privacy Center for data privacy compliance management
- Data-driven customer experience personalization
- A proprietary AI solution and a GPT tool
- Custom reports, dashboards, and visualization tools for insights into customer data
- Machine learning tools for trends identification and sales forecasting
- Simple integration with other Salesforce products and partner apps
- Easy to adapt to the growing needs of ecommerce businesses
Limitations
- A steep learning curve
- Can be pricey, with additional apps and services increasing the cost
Pricing
- Several pricing plans
- The price depends on the edition and software bundles
- 30-day free trial
Best for
- Ecommerce companies of all sizes
Odoo is an open-source ERP platform with a CRM module that automates marketing workflows, facilitates real-time cross-departmental collaboration, and uncovers business insights through smart analytics.
Key features
- Drag-and-drop sales pipeline management
- A 360-degree customer view with full activities history
- Apps for boosting lead acquisition from ecommerce websites
- Advanced reporting engine with shareable filters
- Business performance tracking and visualization
- Email integration with contact forms, mass import, and website call-to-action
- Mobile user interface
- Odoo Live Chat for online stores
- Ample API-based ecommerce integration opportunities
- Tips for configuring and deploying a CRM solution
Limitations
- Limited support
- Potentially challenging implementation
Pricing
- One free app, including free hosting and support
- Plans for all apps start at €11.90/user/month
- 15-day free trial for all apps
Best for
- Small businesses to large enterprises
MS Dynamics 365 is a suite of CRM software consisting of sales, marketing, customer service, field service, and customer insights applications that can be used alone or together to boost sales and marketing departments’ productivity and deliver excellent customer experiences.
Key features
- Easily customizable processes
- Dashboard for actionable insights and relationship-building efforts tacking
- Automatic sending of leads to sales reps based on lead scoring
- Multi-channel marketing campaigns and customer service support
- Landing pages customization based on prospects’ data
- AI-driven prompts for simplified data entry
- Built-in connections to other Microsoft products
- Dedicated support for clients from different industries
Limitations
- A steep learning curve
Pricing
- Sales app from $65 per user/month
- Marketing app from $1,500 per tenant/month
- Service app from $50 per user/month
- Customer Insights app from $1,500 per tenant/month
- 30-day free trial
Best for
- Small businesses to large enterprises
Ecommerce CRM selection guide
This step-by-step guide outlines important aspects that digital retailers should consider to pick the right CRM tool.
1
Determine your objectives
1
Determine your objectives
First, establish the business goals you want to achieve with ecommerce CRM software. This will give you the initial vision of a suitable solution for your online store.
2
Choose features & functionality
2
Choose features & functionality
Opt for platforms containing features that align with your goals and existing workflows. To avoid overpaying for unnecessary features, we recommend going for a platform that allows upgrades to more advanced plans as businesses expand.
3
Evaluate CRM usability
3
Evaluate CRM usability
When you’ve narrowed down your search to a couple of platforms, look up their demo videos on the internet or book a demonstration with CRM providers. This way, you can get an idea of their user interfaces, design, and ease of use. Companies new to CRM should prioritize vendors that offer training and support.
4
Assess the integration potential
4
Assess the integration potential
Find out what third-party integrations each CRM platform supports so that you can connect your ecommerce website and other vital business applications to CRM and create a consolidated ecommerce ecosystem.
5
Match your budget with CRM pricing
5
Match your budget with CRM pricing
After determining the amount of money you are ready to spend, check if CRMs you consider offer suitably priced packages with users, features, and free or paid connectors.
6
Test the solution
6
Test the solution
Many CRM platforms are available for a free trial, so take advantage of this option before making the final decision to see how the solution fits your business processes and requirements in practice.
Our ecommerce CRM rollout framework
1
Consulting
We elicit requirements, analyze your business case, and identify your needs to create detailed solution specifications.
2
Implementation
We deliver platform-based CRM solutions and customize legacy systems by expanding their functionality and adapting them to your current needs. If needed, we can develop bespoke modules or features from scratch.
3
Migration
If needed, we provide a seamless migration from your legacy system, safely transferring all data to a target CRM and adding new features.
4
Integration
We integrate your ecommerce CRM into your digital ecosystem, making sure it communicates seamlessly with other business systems and exchanges data securely.
5
Testing
To ensure smooth operation and high quality of your CRM system, we perform testing throughout the development process and after the software integration.
6
User adoption
We familiarize end users with their new CRM system through guided onboarding programs, helping companies use the system fully as early in the project as possible.
7
Maintenance & support
After the deployment, we help ecommerce companies keep their CRM systems fully operational, providing on-demand or continuous support and delivering necessary updates.
Benefits of adopting ecommerce CRM
Valuable insights
Through a comprehensive view of customer data, ecommerce CRM software provides businesses with valuable insights that can drive data-driven decisions.
Personalized customer experiences
A CRM-powered 360-degree view of your customer base helps online merchants personalize shopping experiences, send targeted promotions, and deliver tailored customer service.
Increased operational efficiency
By automating routine manual tasks, ecommerce CRM solutions free up employees’ time for more important activities and make operations more efficient.
Lower lead acquisition & retention costs
Since CRM systems reduce the time and resources required for interactions with leads and customers, ecommerce companies spend less on attracting new leads and retaining customers in the long run.
Better marketing KPIs
Ecommerce businesses can optimize marketing strategies, better segment and target consumers, and craft more effective advertising campaigns based on detailed customer data from their CRM.
Streamlined sales
Ecommerce CRM solutions offer sales automation capabilities, enabling sales reps to convert more leads and close deals more efficiently.
Improved customer service
Ecommerce CRM software provides tools for faster issue resolution, service experience personalization, and further complaint prevention to keep customers satisfied.
Effective cross-team collaboration
Team members from different departments can quickly access any available customer data in CRM and better coordinate their activities.
Improved business outcomes
With the better performance of the sales, marketing, and customer support teams, online retailers can expand their customer base, strengthen customer relationships, and tap into new business opportunities.
Foster customer engagement with a CRM by Itransition
Ecommerce CRM FAQ
How much does ecommerce CRM cost?
The CRM implementation costs vary depending on the functionality scope, workflow complexity, platform customization, and number of integrations.
Typical pricing for implementing platform-based solutions starts from $10,000. Also, software providers charge monthly or annual license fees from $9 to $300 per user based on the subscription plan.
Developing and implementing a custom CRM can cost $50,000 or more.
You can contact our team to get a quote for your project.
How do I know if my company needs a CRM?
In the modern business landscape, online retailers can work more efficiently with ecommerce CRM software in place. A CRM helps get a complete picture of customer journeys and create effective marketing and sales strategies, so even small companies can see a positive change in conversion and customer retention rates from CRM adoption.
What are the major challenges with ecommerce CRM implementation?
Training employees to use ecommerce CRM software can take time, so its implementation can be challenging if you have a strict deadline.
Moreover, once the CRM is deployed, you need to enter or migrate all your data related to customers and interactions. This can be time-consuming, particularly for established enterprises with large customer bases.
What are the most common mistakes with ecommerce CRM adoption?
The first most common mistake is choosing a CRM software package with too many features that you won’t use. Another mistake is failing to provide proper training for the staff to ensure the effective use of all CRM features.
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