Why a CRM for eCommerce is Essential for Boosting Sales and Loyalty

Explore the benefits of adopting a CRM for your eCommerce business and find the best solutions to enhance customer engagement, sales, and loyalty.



SuperOffice reports that 86% of customers are willing to spend more money if companies give them a better buying experience but is a CRM for eCommerce really worth the money? Stick around to find out.

This is typically where a CRM comes into play, helping companies gain a deeper understanding of their customers to deliver a personalized customer experience.

And while CRMs have long become the norm in SaaS, is it a viable marketing tool for eCommerce businesses?

TLDR Key Takeaways
eCommerce CRM software helps improve client retention, increase customer lifetime value, and boost customer engagement. 

eCommerce CRM solutions typically come with features to help you spot hidden trends, patterns, and areas of improvement.

CRMs work best for B2B eCommerce because of the higher average order value and LTV numbers.

How is eCommerce CRM Different from Traditional CRM?

The main difference between the two is that an eCommerce CRM is designed specifically for use by eCommerce companies, with its features tailored specifically to the unique needs of online businesses.

The top features include identifying at-risk customers, analyzing an email subscription list, tracking the cart abandonment rate, built-in loyalty program, omnichannel messaging, and much more if an eCommerce CRM is truly going to be worth the money.

A good eCommerce CRM should have three main elements.

The first component is data reporting. Data reporting helps businesses identify and track crucial metrics and KPIs such as:

  • Conversion rates
  • Cart abandonment rates
  • Customer churn rate
  • Average order value

The second element is data analysis. Instead of spending hours analyzing data with Excel or Google Sheets, these platforms do the heavy lifting for you, helping identify hidden areas of improvement. 

Finally, an eCommerce CRM must be flexible enough to support numerous third-party integrations. For example, it should be easy to integrate a CRM into your tech stack, including your CMS, payment processor, and other tools.

Do You Need an eCommerce CRM?

The short answer is yes, especially if you’re a B2B company.

Let’s take a closer look at the key ways in which eCommerce CRMs are instrumental in steering your online store down the path to success: 

Comprehensive 360°Customer Experience

eCommerce customers are spoilt for choice when it comes to the communication channels and media they have at their disposal.

While this does give your business more ways to reach your target audience, it also makes it harder to compete as you must now tailor the experience of each customer to a specific marketing channel. 

eCommerce CRM software simplifies this challenge by allowing you to easily record a customer’s personal information and behavioral practices across every single one of those channels.

This makes it easier to leverage omnichannel marketing strategies and deliver stellar customer experiences.

Advanced Customer Segmentation Strategies

eCommerce CRMs allow you to store and analyze critical data about your customers to help you create data-driven customer segments.

Not only does tailoring your strategies through customer segmentation let you create personalized experiences for your users, but it also allows you to maximize conversions. This is especially useful for B2B eCommerce companies.

Since B2B sales are more complex than B2C sales and generally involve longer lead nurturing cycles, B2B eCommerce companies stand to benefit significantly from CRM software simply because they allow them to create laser-focused account-based marketing strategies to dramatically increase conversion rates.

Better inventory and planning

A B2B eCommerce CRM uses data to identify popular products and make recommendations on what needs to be stocked and by when.

Inventory planning protects the company from losses because it will not buy slow-moving products.

That way, you know you’re on top of your customer’s needs at all times.  

Top 3 eCommerce CRM Software Solutions

Below, we have reviewed three leading eCommerce CRM solutions that can be used by online businesses to increase their revenue and drive more sales.

1. Patch

Best for customer retention

Patch is the best customer retention CRM. It boasts several customer retention features, such as a customer loyalty program, a text chat widget, and the ability to support customers on platforms such as Shopify plus.

This CRM retains customers by automatically sending rewards to shoppers who refer their friends or join a list. Despite the numerous features, some users feel the platform requires a longer learning curve to understand its full potential.

Here’s a quick video showing how Patch works:

Top Features

  • Automated customer journeys: Business owners can use mapping tools to automate the entire marketing experience. For example, automation tools identify abandoned carts, and after a given period, the system automatically sends an email or SMS reminder to the buyer. 
  • Loyalty and reward programs: Businesses use this feature to encourage brand loyalty and attract repeat clients. The program allows customers to earn loyalty cash, which they can only redeem through your business. The loyalty cash can have an expiration date to encourage customers to use it. You can attract more customers by setting up a referral link.
  • Email and SMS marketing: Online businesses can use email and SMS to engage their customers. Patch makes this process organized and economical. It can monitor campaigns, collect data such as email and phone numbers, and automatically send out messages to customers who don’t open their emails.
  • Review requests: Customers trust brands that expose themselves to scrutiny using reviews. In addition, reviews help businesses to better their services increasing customer satisfaction.


Signing up is easy. Patch Pro’s subscription plan unlocks unlimited access to a host of data-centric customer retention and loyalty marketing tools for only $295/month.

As a leading customer retention program, Patch is a go-to solution for eCommerce brands looking to enhance their CRM strategies. Schedule a demo to discover how your company can boost its customer retention efforts with our suite of features today.

2. Klaviyo 

Best for aggressive email marketing

Klaviyo is a Customers Relationship Management platform that is best for aggressive email marketing. It has a simple-to-use pre-built signup form that makes it easy to collect emails and phone numbers. Though Klaviyo has pre-built templates, it has more than 200+ integrations, which makes it difficult for average users to follow.

Top Features

  • Email marketing: Businesses can send personalized emails based on the customer’s browsing activity. Klaviyo collects data on best sellers, most viewed products, recently viewed products, and ordered items to create customized automations.
  • Social media marketing: Klaviyo’s audience targeting tools make it possible to target social media users on Facebook and Instagram. The tool has lookalike audience functionalities that find potential customers on social media. It can also exclude customers based on your preferred preferences.
  • Pre-built SMS templates: The templates make it easy for marketers to create SMS and email marketing campaigns which can be customized using an intuitive drag-and-drop editor. 
  • SMS marketing: Klaviyo makes it possible for brands to interact with customers in real time. Klaviyo’s SMS marketing features help businesses better engage with their customers.


Klaviyo’s pricing depends on the number of contacts you have. An eCommerce business with less than 250 contacts can use the platform free of charge. The CRM will bill online companies with 1,001 – 1,500 contacts $60 a month for email and SMS marketing functionalities. 

However, for email functionality alone, the price tag is $45/month. The higher the number of contacts, the higher the monthly costs.

Klaviyo is best for aggressive email marketing because of its pre-built email templates and signup forms to collect email data.

3. Yotpo

Solid customer loyalty platform

Yotpo is an eCommerce marketing platform that is best for visual marketing. Yotpo enables eCommerce companies to showcase their products using customer videos or photos. The platform’s automatic rights management tool protects the business from using copyrighted images.

Though it is suitable for visual marketing, customers have reported limited automation capabilities.

Top Features

  • Subscriptions: This feature helps eCommerce businesses grow subscriptions by integrating with platforms such as Shopify. It only takes minutes to set up a subscription, and companies can request their subscribers to refer their services to friends and family.
  • SMSBump: Businesses use this feature to send customized MMS and SMS messages to increase their revenue. Subscribers can be recruited using various platforms such as Shopify POS, QR codes, and signups. SMSBump is compliant with privacy guidelines such as GDPR and TCPA.
  • Referral programs: Referral programs enable online businesses to use customer advocacy to their advantage. The program uses granular analytics to gauge the success of a referral campaign. Companies can integrate the campaign with other marketing features like email and reviews.


Yotpo has a free plan that includes two-way SMS conversations, advanced analytics, and reporting. Brands that want more can choose the Growth plan, billed at $19 monthly, or Prime, billed at $59 monthly. Large businesses with customizable needs can select the Powerhouse option, billed at $199 monthly.

Yotpo boasts many features, such as two-way SMS conversation and Shopify POS integration. It also makes it easy for businesses to use customer photos and videos for visual marketing.

Customer relationship management is essential to an eCommerce business’s growth and profitability. 

Leveraging CRM software geared specifically towards eCommerce brands is key in helping you build marketing campaigns that truly resonate with your audience and increase your long-term CLV.

If you want to learn more about how Patch can help take your eCommerce business to the next level, get in touch with our team today to schedule a free demo.

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