Best CRMs for eCommerce in 2025
Running an eCommerce business in 2025 means more than just selling products—it’s about building lasting customer relationships. Without physical interaction with customers, it’s necessary to be extra organised with their information in order to follow data protection laws while processing sales. That’s where a CRM (Customer Relationship Management) system comes in. But how do you know which CRM is best for an online store?
Why is CRM used for eCommerce?
CRM software centralises customer data for online businesses, so that marketing can be automated and customer service becomes more personalised. Smart tools in CRM help eCommerce companies better understand their audience, accelerate operations and increase sales while the business grows.
Key Requirements for an eCommerce CRM include:
- Platform Integration (Shopify, Mailchimp, etc.)
- Marketing Automation (email, SMS, dynamic lists)
- Customer Segmentation (based on purchase behaviour)
- Analytics & Reporting
- Scalability
Here are two CRM options we’d recommend for eCommerce companies in 2025, with a focus on integrations, automation, customer support, and personalisation.
SugarCRM: Competitive For AI & Predictive Insights
SugarCRM is a platform made with a focus of recording leads, reporting on conversions and measuring results. The AI Prediction feature provides accurate revenue forecasts, helping eCommerce businesses plan inventory, sales campaigns, and manage staffing more effectively.
To personalise marketing campaigns and improve sales, SugarCRM users can harness the same intelligence tools to predict customer behaviour and preferences. The clearer the data, the clearer the campaigns.
Key SugarCRM Features for eCommerce:
- Integrates with Shopify, Google Analytics, Mailchimp, Mautic and plenty of other platforms.
- Segment your audiences based on interests or other specifications with reports and dynamic target lists.
- Customise dashboards for key eCommerce KPIs: average order value, repeat rate, churn.
- Use dynamic templates to create consistent, polished, downloadable PDF quotes.
SugarCRM also has a marketing platform called Sugar Market that has automated marketing options. The customisability of the platform makes it adaptable to changing business needs and is designed to work with companies of any size.
EspoCRM: Guiding new staff and Workflow Automations
eCommerce businesses that have streamlined systems and well-trained staff often perform better. Customers are more likely to trust companies with their data when processes are efficient and wait times are minimal. EspoCRM is a cost-effective platform for startups and SMEs with a free collaborative environment for employees to train closely and define their roles. It runs smoothly on modest hosting plans and is customisable for startups to develop into an SME.
It’s quick to set up and has the option to model and automate business processes with little to no coding. For example, you can create an automation so that when a customer message comes through, a task is created for an agent. You can add many separate conditions and actions to save time such as product return procedures. Another example, setting up birthday notifications is an easy and effective way to strengthen customer relationships with minimal effort and a meaningful impact.
Key EspoCRM Features for eCommerce
- Organised, safe customer data to follow data protection laws.
- Adjustable work schedules to match order quantities
- Customer segmentation based on geographic data, purchase history and more.
- Real-time business reporting: create custom grid, list, and joint-grid reports
- Add products as items in Opportunities, Quotes, Invoices and more.
EspoCRM provides high visibility for all stages of the sales pipeline, meaning eCommerce agents can monitor the status of each sales order so that orders are not missed. With clarity on the most and least popular products in the webshop, eCommerce businesses can forecast the best deals and rising trends within their industry. This exclusive data informs merchandisers, accelerating their decision-making on where to place items on webpages and which items to promote.
Need help deciding which CRM is right for your eCommerce company? Our team specialises in implementing and customising both EspoCRM and SugarCRM to fit your specific workflows. Contact us today for a personalised consultation.
