9 Best E-commerce CRM Software for Online Retailers

Customer relationship management has been the backbone for most retailers aiming to better their customer experiences, sales, and operation management. The right CRM software enables the business to track all its customers' interactions, automate its marketing, and unlock important insights into growth.

According to research, the use of CRM software increases sales by up to 29% and helps the productivity of the sales team increase by 34%. Furthermore, it is seen that CRM can reduce the sales cycle by 8-14%.

In the following guide, we will be looking at the 9 best retail CRM software for 2025, with their main features, advantages, and disadvantages, to help you select the right one for your business.

What is Retail CRM?

Customer relationship management in retail industry is a specific purchaser courting management system that lets retail organizations control purchaser facts, decorate the engagement of their customers, and grow sales. It permits them to music each interaction, monitor shopping behavior, and execute appropriate advertising techniques.

A retail CRM integrates with POS structures, e-trade platforms, and advertising gear to create an experience that works seamlessly throughout all touchpoints with the consumer.

Importance of CRM in Retailing

CRM in retail industry performs a completely crucial position in allowing businesses to set up top customer relationships and force repeat sales. Here is why CRM is critical in retail:

1. Improved Customer Engagement – CRM enables outlets to preserve personalized verbal exchange with customers, ensuring higher relationships and repeat sales.
2. Data-Driven Decision Making – CRM equipment offers insights into patron behavior, helping corporations refine their sales and marketing strategies.
3. Streamlined Sales Process – Automation enables retailers to manipulate leads,and music sales, and optimize conversion rates.
4. Omnichannel Customer Support – CRM permits stores to offer seamless support across email, chat, social media, and in-shop interactions.
5. Inventory and Order Management – Many retail CRMs integrate with inventory management structures, ensuring easy operations.

By the usage of the right retail enterprise CRM gear, the agencies will broaden specific buying studies and enhance loyalty in clients.

Key Features to Look for in the Best Retail CRM Software

In the choice of the retailer's CRM, the business requirements are very significant. Some key features that need to be sought after in a CRM include the following:

1. Customer Data Management – A centralized database to handle customer information, purchase history, and preferences.
2. Multichannel Communication – EMAIL, SMS, chat, and social media integration for seamless interactions.
3. Sales Automation – Lead tracking, follow-ups, and automated workflows to boost efficiency.
4. AI and Analytics – Advanced reporting and AI-driven insights to make data-driven decisions.
5. Integration with POS and eCommerce - Smooth transactions and order management.
6. Marketing Automation – Facilitates email campaigns, promotions, and personalized offers.

A CRM for retailers should not only streamline sales but also improve customer engagement through automation and analytics.

Top Retail CRM Software for 2025: 9 Best Picks

The CRM in retail industry is changing, and different solutions are there to cater to the needs of various businesses. Here are the best CRM for retailers in 2025:

1. CrmOne

Pros:

• AI-driven customer insights to inform better decisions
• Omnichannel communication: email, SMS, social media, and live chat
• Powerful automation for sales and marketing workflows
• Mobile-friendly CRM for access on the go
• Excellent customer support and onboarding assistance

Cons:

• There is a learning curve in advanced features
• Few third-party integrations

2. Freshsales

Pros:

• Affordable pricing for small businesses
• Built-in AI-driven lead scoring
• Strong email and phone integration
• Automated sales pipeline tracking

Cons:

• Some advanced features require higher-tier plans
• UI may not be as intuitive for beginners

3. HubSpot CRM

Pros:

• Free plan with essential sales tools
• Strong marketing automation capabilities
• User-friendly interface
• Email tracking and scheduling

Cons:

• Limited customization options
• Premium features can be expensive

4. Zoho CRM

Pros:

• Omnichannel customer communication
• AI-powered sales predictions
• Affordable pricing for small retailers
• Customizable automation workflows

Cons:

• UI can feel cluttered for new users
• Customer support response time can be slow

5. Salesforce

Pros:

• Enterprise-grade security and compliance
• Advanced AI-powered analytics
• Extensive third-party integrations
• Customizable automation for retail businesses

Cons:

• Expensive for small businesses
• Requires training to utilize fully

6. Pipedrive

Pros:

• Visual sales pipeline tracking
• Customizable workflow automation
• Mobile-friendly interface
• AI-powered sales insights

Cons:

• Limited marketing automation features
• Some reports will require additional integrations

7. Monday CRM

Pros:

• Awesome task and project management tools
• Very easy to use interface
• Well customizable automation
• Best for team cooperation

Cons:

• Lacks advanced sales characteristics
• Reporting tools are not as comprehensive as the competition

8. Bitrix24

Pros:

• Free plan is available for startups
• All-in-one CRM with a project management tool
• Strong team cooperation tools
• Built-in contact center for omnichannel support

Cons:

• Interface feels complex for beginners
• Several features have a learning curve

9. SalesMate

Pros:

• AI-driven sales automation
• Strong email tracking and automations
• Makes for an easy and intuitive interface
• Built-in calling features

Cons:

• Limited third-party integrations
• Not ideal for large-scale enterprises

Final Words: How to Choose the Right CRM for Your Retail Business

The CRM in retail industry continues to evolve, and choosing the right one depends on factors like business size, budget, and required features. Here are some key considerations:

• For large enterprises: Salesforce and CrmOne offer robust features and advanced automation.
• For small to mid-sized retailers: CrmOne, Freshsales, Pipedrive, and HubSpot provide cost-effective solutions.
• For omnichannel businesses: Zoho CRM and Bitrix24 are powerful multi-channel communication tools.
• For team collaboration: Monday CRM streamlines workflows and project management.

A good CRM in the retail sector can increase customer engagement, sales, and even smooth out the operation. First, evaluate your needs, compare features, and then choose a CRM that will fit your business goals.