What is the best CRM for eCommerce in 2026?

Nov 28, 2025 18 min read

Key takeaways

There’s no single “best” CRM for eCommerce in 2026. The right choice depends on your store size, budget, and growth goals.
Microsoft Dynamics, Odoo, SAP, and Salesforce are the leading enterprise-ready options, offering advanced integrations and scalability.
Smaller businesses benefit from affordable, user-friendly CRMs like HubSpot, Zoho, and Brevo. They prioritize marketing automation and ease of use.
The most valuable CRM features for online stores include cart abandonment workflows, personalized marketing, platform integrations, and real-time analytics.
A well-implemented CRM can boost sales by 29%, improve productivity by 34%, and sharpen sales forecasts by 42%.

If you ask ten eCommerce founders which CRM they trust, you’ll hear names like Salesforce, HubSpot, or Zoho. All strong contenders. But here’s the catch: what works brilliantly for one online store might be the wrong choice for another.

Some CRMs shine at affordable multichannel marketing. Others excel at deep enterprise integrations. The hard part is to figure out which platform actually drives ROI for your business without breaking workflows or budgets. And the stakes are high: companies that use CRM tools report a 29% boost in sales and 34% higher productivity.

Having spent over a decade helping retailers implement and customize CRM solutions, I’ve seen both wins and painful mismatches firsthand. That’s why this guide focuses on clarity:

What an eCommerce CRM really does
How it benefits online retailers
Which platforms top the list in 2026, and why and how to decide which one fits your model best

By the end, you’ll have a clear view of the strongest CRM options for 2026 and the confidence to pick the right one.

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What exactly is an eCommerce CRM?

An eCommerce CRM is software designed to help online retailers manage customer relationships across the entire shopping journey. From the first website visit to repeat purchases. Unlike the usual CRMs built for sales teams, eCommerce CRM solutions focus on unifying store data, automating customer touchpoints, and enabling personalized marketing at scale.

Think about the data flowing through your store every day: browsing behavior, abandoned carts, purchase history, support tickets, email interactions, etc. Without a system to connect these dots, you’re stuck guessing at what customers want. With an eCommerce CRM, all that data lives in one place, giving your team the insights and automation needed to turn one-time buyers into long-term customers.

Here are the key benefits of eCommerce CRM software:

Everything about your customers in one spot. Instead of hunting through different tools or spreadsheets, you’ve got a single spot where marketing, sales, and support can all see the same customer details. It makes it way easier to understand what people need and to give them a consistent experience.
Hooks right up to your store. Shopify, Magento, WooCommerce… whatever you’re using, it plugs in without you wrestling with exports or weird workarounds. Your shop data just… shows up where you need it.
Takes care of the little stuff automatically. Those abandoned carts you keep meaning to follow up on? Thank-you emails? Retargeting ads? It just does ’em for you, so you’re not glued to your computer trying to remember every step.
Lets you talk to people like you actually know them. Instead of blasting the same message to everyone, you can split folks up based on what they looked at or bought and reach out with something that feels like you’re paying attention.
Shows you what’s happening right now. The numbers and trends are live, so you don’t have to wait for some end-of-month report to figure things out. You can spot what’s working (or not) and tweak things on the fly.

Not sure which CRM fits your eCommerce business? We can help you pick the right one.

What is the best CRM for eCommerce?

There isn’t a single best CRM for eCommerce businesses. The choice depends on your size, budget, and growth stage. A small Shopify shop looking for affordable automation won’t need the same features as a global retailer with multi-layered sales operations.

To save you the trial-and-error, here’s a quick overview of the leading CRM platforms in 2026 and where they shine:

CRM	Best for	Starting price*
Microsoft Dynamics 365 Sales	Mid-market to enterprise retailers using Microsoft tools	$65/user/month
Odoo	Medium to large omnichannel retailers needing ERP + CRM	€11.90/user/month
SAP Sales Cloud	Global enterprises with complex B2B/B2C operations	$143/user/month
Salesforce Commerce Cloud	Enterprises with complex customer journeys and high customization needs	$25 USD/user/month
Brevo (Sendinblue)	Small businesses focused on affordable multichannel marketing	$8/month
Zoho CRM	Budget-conscious small to midsize online stores	$14/user/month
HubSpot CRM	Growing B2B and B2C eCommerce businesses seeking scalability	€45/user/month

*Pricing is approximate and may vary by region, plan, and add-ons.

Now that you’ve seen the quick overview, let’s take a closer look at each CRM.

1. Microsoft Dynamics 365 Sales – best for mid-market to enterprise

Microsoft Dynamics 365 Sales stands as the perfect fit for companies already using Microsoft’s ecosystem (Office 365, Azure, Teams, Power BI), namely down to its extensive integration and analytics capabilities. This makes it particularly strong for data-driven e-commerce businesses scaling globally.

Key features

Native integration with Microsoft tools and Azure cloud services
AI-powered insights for lead scoring and customer engagement
Advanced reporting and forecasting for complex sales cycles
Multi-channel communication support (email, chat, social)
Built-in compliance and security for regulated industries

Cons

Steeper learning curve than lighter CRMs
Can be costly with add-ons and enterprise licenses
Customization often requires technical expertise

Pricing

Starts at around $65/user/month for Sales Professional, with higher tiers for advanced analytics and enterprise features.

Best for

Mid-market to enterprise retailers relying on Microsoft tools, needing strong data integration and advanced reporting.

2. Odoo – best for omnichannel retailers

Odoo is more than just a CRM for an online store. It’s a full business suite that combines ERP, CRM, accounting, and inventory management. For medium to large omnichannel retailers, it’s a strong choice if you want a single system to unify front- and back-office operations.

With the release of Odoo 19, the platform is set to bring faster performance, improved user experience, and expanded e-commerce features. This makes it even more compelling for growing retailers.

Key features

Unified platform with CRM, ERP, and e-commerce modules
Real-time inventory management integrated with CRM data
Automated follow-ups for abandoned carts and upsells
Drag-and-drop pipeline management with customizable workflows
Strong open-source community and third-party apps

Cons

Requires careful configuration to avoid bloat
Support depends heavily on the vendor or partner
Interface is less polished than SaaS competitors

Pricing

Odoo offers a free plan for one app. Paid plans start from €11.90/user/month, with extra costs for hosting and enterprise features.

Best for

Retailers needing ERP + CRM integration in one system, particularly omnichannel sellers managing both physical and online stores.

3. SAP Sales Cloud – best for global retailers

SAP Sales Cloud is built for complexity. It’s designed to support global retailers with multi-layered sales structures and both B2B and B2C operations. It excels in scalability and integration with SAP’s broader ERP ecosystem.

With Version 2, SAP delivers a fully cloud-native architecture, smoother mobile selling, richer analytics, and easier extensibility. This makes it better suited for digital-first, enterprise-scale e-commerce companies.

Key features

End-to-end sales automation with global compliance support
Seamless integration with SAP ERP and supply chain tools
AI-powered forecasting and guided selling
Omnichannel customer engagement across touchpoints
Built for enterprise-level customization

Cons

Very high implementation costs
Requires significant IT involvement for setup and maintenance
Overkill for small or mid-size businesses

Pricing

SAP Sales Cloud Version 2 starts at USD 134.00 per user/month (sold in blocks of one user).

Best for

Large, global eCommerce retailers needing deep ERP + CRM integration and support for complex, multinational operations.

4. Salesforce Commerce Cloud – best for enterprises with complex journeys

Salesforce Commerce Cloud is a heavyweight in the CRM and eCommerce space. Known for its flexibility and scalability, it’s ideal for enterprises running high-volume online stores with complex customer journeys and advanced personalization needs.

Key features

Deep integration with Salesforce CRM and Marketing Cloud
AI-driven personalization with Einstein AI
Advanced customer segmentation and multichannel automation
Seamless integrations with leading eCommerce platforms and APIs
Strong ecosystem of third-party apps and extensions

Cons

Expensive compared to some competitors
Complex to implement and customize without expert help
Can be overwhelming for smaller teams

Pricing

Salesforce offers multiple tiers. The Starter Suite begins at $25 USD/user/month. For larger retailers needing advanced Commerce Cloud capabilities, pricing is quote-based and varies depending on features, scale, and customization.

Best for

Enterprises with large teams, complex sales cycles, and customization-heavy customer journeys.

Whatever CRM you choose, we can build and customize it — as official partners of Microsoft, Odoo, SAP, and Salesforce.

5. Brevo (formerly Sendinblue) – best for small eCommerce stores

Brevo is built with small and growing businesses in mind. It focuses on affordable multichannel marketing (email, SMS, chat, and marketing automation) while offering lightweight CRM functionality that’s easy to adopt.

Key features

Email and SMS marketing with automation workflows
Simple contact management and segmentation
Pre-built templates for abandoned cart and post-purchase emails
Live chat integration for online stores
Affordable pricing with free tier options

Cons

Limited advanced CRM capabilities compared to enterprise tools
Reporting is less detailed than Salesforce or Dynamics
May require integrations for more complex eCommerce needs

Pricing

There is a free plan available (with a limit of 300 emails per month). Paid plans start at $8/month, scaling with email volume and advanced features.

Best for

Small eCommerce businesses prioritizing multichannel marketing automation on a budget.

6. Zoho CRM – best for budget-conscious online stores

Zoho CRM is one of the most cost-effective CRMs for an online store. It combines flexibility with affordability, offering modular features that can be tailored to small and midsize businesses.

Key features

Workflow automation for cart abandonment and follow-ups
Omnichannel engagement (email, phone, live chat, social)
Strong integration library, including Shopify and WooCommerce
Customizable dashboards and reporting
Affordable pricing with tiered plans

Cons

Limited enterprise-level features compared to Salesforce or SAP
Interface can feel cluttered for new users
Advanced features often locked behind higher tiers

Pricing

Plans start at $14/user/month, with free trials available.

Best for

Small to midsize eCommerce businesses looking for affordable CRM functionality without sacrificing integration capabilities.

7. HubSpot CRM – best for growing B2B and B2C eCommerce

HubSpot CRM is known for its ease of use and inbound marketing power. It’s especially suited to growing businesses that need a scalable platform to manage both B2B and B2C eCommerce strategies.

Key features

Intuitive, user-friendly CRM with minimal setup required
Strong inbound marketing automation tools
Native integrations with Shopify, Magento, and WooCommerce
Free CRM core features, with paid hubs for advanced capabilities
Excellent learning resources and support ecosystem

Cons

Advanced features require pricey upgrades
Less customizable than Salesforce for complex workflows
Some marketing tools are locked in higher-priced tiers

Pricing

HubSpot CRM’s Professional plan starts at €45/month, which includes 1 Core Seat.

Best for

B2B and B2C eCommerce businesses that want a scalable, user-friendly CRM with strong marketing and sales alignment.

The best CRM is the one built for your store — so let’s design it.

How I reviewed and ranked the best eCommerce CRMs

Most “best CRM” lists are just recycled marketing copy, and I didn’t want to add to that pile. I wanted this review to actually help someone running an online store make a smart call. So here’s how I went about it.

First, I dug into the features that matter for eCommerce. Things like abandoned cart workflows, loyalty programs, and native integrations with Shopify, Magento, or WooCommerce. If a CRM didn’t support those basics, it wouldn’t make the list.

Then I spent time on usability. I wanted to see how long it would take someone without a technical background to get up and running. If you need a month of development to add a new workflow, that CRM is no good.

Scalability was another filter. It’s one thing to work well for a five-person Shopify store, but what happens when that store scales into a mid-market retailer? I wanted to know which CRMs actually grow with the business instead of holding it back.

Integrations mattered too. Payments, shipping, marketing automation — if the CRM couldn’t slot into a typical eCommerce tech stack without friction, it lost points.

Of course, price was always in the back of my mind. Some platforms start cheap but hide essential features behind expensive tiers. I looked closely at value for money and whether the ROI lined up with the spend.

I also tested support. How quickly could you get help when something broke? Was there proper documentation and training material, or just a chatbot giving you a runaround?

Finally, I cross-checked everything with real-world feedback. G2, Capterra, case studies. I ignored the one-off five-star reviews and paid attention to the patterns that kept showing up across hundreds of user reviews.

On top of all that, I leaned on my own experience working with CRM developers and solution architects here at Innowise, plus feedback from our eCommerce specialists and agency partners. All of that gave me a clear picture of what works in practice, not just on paper.

The end result is a ranking that focuses on performance, functionality, and ROI, not on who shouts the loudest in their marketing.

“In my experience, no two e-commerce businesses have the same CRM needs. That’s why at Innowise, we stay flexible. We work with every major platform, from Microsoft and Salesforce to Odoo, SAP, and beyond. Our role isn’t to push one tool over another, but to make sure the CRM you choose actually works for your business and delivers results.”

Kiryl Drabysheuski

SAP Consultant

Summary

A solid CRM is the engine that drives customer retention, smarter marketing, and revenue growth. With the right platform, you can centralize customer data, automate follow-ups, and get the insights you need to make better decisions.

From my review, the strongest players in 2026 are the ones we know well through our partnerships:

Microsoft Dynamics 365 Sales — ideal for mid-market and enterprise retailers looking for powerful data integration.
Odoo — a versatile choice for omnichannel sellers who want CRM and ERP under one roof.
SAP Sales Cloud — built for global eCommerce operations that demand scale and compliance.
Salesforce Commerce Cloud — the most flexible option for enterprises with complex customer journeys.

For businesses looking for lighter, more budget-friendly solutions, HubSpot CRM remains an excellent all-rounder, especially for growing B2B and B2C stores.

The key takeaway? There’s no one-size-fits-all. The “best” CRM software for your eCommerce business depends on size, model, and goals. But choosing from these proven platforms ensures you’re investing in solutions built to support growth, not hold it back.

If you’re unsure which path to take, we can help map your requirements to the right CRM and guide the integration process so you see ROI faster.

Michael Labutin

Director, Head of Java, ERP solutions

Michael knows ERP inside and out — from choosing the right system to figuring out how it’ll work with the rest of your tech stack. He’s the one people turn to when they need ERP to solve real operational problems, not create new ones.

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