10 Best CRM for Ecommerce (2026)

Most CRMs were built for B2B sales teams. They track deals through pipelines, log calls, and forecast revenue. That's great if you're selling enterprise software. It's useless if you're running a Shopify store with 50,000 customers who never talk to a salesperson.

Ecommerce CRM is a different animal. You need tools that understand purchase behavior, automate post-purchase flows, segment customers by lifetime value, and sync with your storefront in real time. I evaluated these platforms specifically for online retail -- not just whether they have a Shopify plugin, but whether they actually think in ecommerce terms.

One big shift in 2025-2026: nearly every platform now includes AI agents that can autonomously handle customer interactions, product recommendations, and even win-back campaigns. The gap between "CRM" and "marketing automation" has essentially disappeared.

Quick comparison

1. Klaviyo

Klaviyo owns the Shopify ecosystem. About 77% of Shopify Plus stores use it, and that dominance is well-earned. The platform ingests every piece of customer data your store generates -- browse history, cart contents, purchase frequency, predicted next order date -- and lets you build segments and automations on all of it.

The big change in early 2025 was the shift to "active profiles" billing. You now pay based on profiles you actually email or SMS, not total contacts in your database. For stores with large but dormant lists, this can cut costs significantly. Pricing starts at $30/month for 1,001-1,500 active email profiles. SMS is billed separately based on credits.

Klaviyo's predictive analytics are genuinely useful. It calculates expected lifetime value, churn risk, and next purchase date per customer. These aren't vanity metrics -- you can build segments like "high LTV customers likely to churn in the next 30 days" and trigger automations against them.

The weakness? Klaviyo is expensive at scale. Once you're past 50,000 active profiles, costs climb fast compared to platforms like Omnisend or ActiveCampaign. And while it added CRM features in 2025, it's still fundamentally a marketing platform, not a full sales CRM.

2. HubSpot

HubSpot's free CRM is genuinely free with no time limit, and it's remarkably capable for ecommerce. You get contact management, deal tracking, email marketing (up to 2,000 sends/month), and basic reporting at zero cost. The Shopify integration syncs orders, products, and customer data bidirectionally.

Where HubSpot shines is the ecosystem. Marketing Hub, Sales Hub, CMS Hub, and Service Hub all share the same contact database. If a customer reads your blog post, opens an email, submits a support ticket, and then makes a purchase, you see the entire journey in one timeline.

The catch is pricing. HubSpot's paid tiers scale per marketing contacts and per seat. Marketing Hub Starter is $20/month for 1,000 contacts, but Professional jumps to $890/month. If you need advanced automation (A/B testing workflows, predictive lead scoring), you're looking at the Professional tier.

For DTC brands doing under $5M in revenue, HubSpot's free tier plus a Shopify connector is an excellent starting point. For larger operations, the total cost often exceeds Klaviyo or ActiveCampaign when you add up all the Hubs you need.

3. Drip

Drip was purpose-built for ecommerce and it shows. The visual workflow builder is one of the best I've used -- you can create complex multi-step automations (abandoned cart, post-purchase, win-back, VIP tiers) without writing code or watching tutorials.

Pricing starts at $39/month for up to 2,500 people. This includes unlimited email sends, which is notable -- Klaviyo charges extra as your send volume grows. For stores with engaged audiences who get frequent emails, Drip can be significantly cheaper.

The revenue attribution is solid. Drip tracks which emails and automations drive actual purchases, with a configurable attribution window. You'll know exactly which abandoned cart variant generates the most recovered revenue.

Drip's limitation is scope. It's email and onsite (popups, forms) only -- no SMS, no ads integration, no support ticketing. If you want everything in one platform, look elsewhere. If you want best-in-class email automation for ecommerce, Drip delivers.

4. Salesforce Commerce Cloud

Salesforce is the enterprise choice and they're leaning hard into AI with Agentforce. Launched in late 2024 and expanded through 2025, Agentforce deploys autonomous AI agents that can handle product recommendations, order status inquiries, and even personalized promotions without human intervention.

Salesforce Starter Suite begins at $25/user/month and includes basic CRM functionality. But ecommerce teams typically need Commerce Cloud plus Marketing Cloud, which pushes costs well above $100/user/month. Annual contracts are standard.

The platform excels at multi-brand, multi-region operations. If you're running stores in 15 countries with different currencies, languages, and tax regimes, Salesforce handles that complexity better than anyone. It's also the strongest choice if you have a B2B wholesale channel alongside DTC.

For small and mid-size stores, Salesforce is overkill. Implementation takes months, the admin overhead is real, and you'll likely need a certified consultant. But for enterprise ecommerce above $50M in revenue, it's the standard for a reason.

5. ActiveCampaign

ActiveCampaign straddles the line between email marketing and CRM better than most. The automation builder includes 950+ pre-built recipes, many specifically for ecommerce: abandoned cart, browse abandonment, post-purchase upsell, loyalty programs, and review requests.

Pricing changed in 2025: ActiveCampaign now charges for all contacts including unsubscribed ones, which caught some users off guard. Starter begins at $15/month for 1,000 contacts. Marketing + CRM bundles start at $93/month. They dropped their long-standing Lite tier in favor of a simpler pricing structure.

The CRM side is surprisingly capable for a marketing-first tool. You get visual pipelines, lead scoring based on email engagement and site behavior, and task management. It's not Salesforce, but for a team of 5-15 people, it covers the basics.

One unique strength: ActiveCampaign's site tracking. Install a snippet and it monitors exactly which product pages, categories, and blog posts each contact visits. You can trigger automations like "send a discount code when a contact views the same product three times in a week."

6. Omnisend

Omnisend focuses on being simple and affordable for small to mid-size ecommerce stores. Their free plan includes 250 contacts, 500 emails/month, and 500 web push notifications. Paid plans start at $16/month for 500 contacts with unlimited emails.

The pre-built ecommerce workflows are what make Omnisend stand out for beginners. Welcome series, cart abandonment, order confirmation, shipping updates, cross-sell -- all available as one-click templates that connect to Shopify, WooCommerce, or BigCommerce out of the box.

Email plus SMS plus web push in a single platform at these prices is rare. Omnisend lets you build workflows that start with an email, follow up with an SMS if unopened, and send a push notification as a last resort. That kind of orchestration usually requires an enterprise tool.

The tradeoff is depth. Omnisend's reporting is basic compared to Klaviyo, the segmentation options are more limited, and there's no CRM pipeline view. If you're doing $500K-$5M in annual revenue and want a single tool for messaging, Omnisend delivers excellent value. Above that, you'll likely outgrow it.

7. Zoho CRM

Zoho CRM's strength is the broader Zoho ecosystem -- 50+ integrated apps covering email marketing (Zoho Campaigns), helpdesk (Zoho Desk), invoicing, inventory, and more. If you commit to the Zoho stack, you get a suite that rivals Salesforce at a fraction of the cost.

The free tier covers 3 users with basic contact and deal management. Paid plans start at $14/user/month (Standard) and go up to $52/user/month (Ultimate). Zoho CRM Plus bundles eight apps for $57/user/month, which is the best value if you need multiple tools.

For ecommerce specifically, Zoho connects to Shopify via a dedicated integration that syncs customers, orders, and products. You can create automations triggered by purchase events and segment customers by order value, frequency, or product category.

The downside: Zoho's individual apps are "good enough" but rarely best-in-class. The email builder is functional, not beautiful. The reporting is capable, not intuitive. If you want the best email marketing or the best analytics, specialist tools outperform Zoho. But if you want one vendor for everything at a predictable cost, Zoho is hard to beat.

8. Freshsales

Freshsales (part of Freshworks) offers a surprisingly generous free plan: unlimited users, contact management, built-in chat, email, and phone. Paid plans start at $9/user/month (Growth) up to $59/user/month (Enterprise).

The Freddy AI engine got significant ecommerce upgrades in 2025. It can now identify cross-sell opportunities based on purchase patterns, predict customer churn, and auto-prioritize leads by conversion likelihood. For stores with high-volume inbound inquiries (think: 100+ leads/day), Freddy's scoring saves hours of manual triage.

Freshsales integrates tightly with Freshdesk (support) and Freshmarketer (email/journeys), creating a mini-ecosystem similar to Zoho. The advantage over Zoho is a more modern interface and better out-of-box workflows for ecommerce.

The limitation is market share. Fewer third-party integrations exist compared to HubSpot or Salesforce, and the ecommerce-specific features (like Klaviyo's RFM scoring or Drip's revenue attribution) aren't as deep. Freshsales is a strong generalist CRM that happens to work well for ecommerce, rather than an ecommerce-first tool.

9. Pipedrive

Pipedrive is the visual pipeline tool. Its drag-and-drop deal board is one of the most intuitive in the CRM space, and it works well for ecommerce companies with a sales component -- wholesale accounts, B2B orders, partnership deals, or high-value custom orders.

Plans start at $14/user/month (Essential) up to $99/user/month (Power). The $34/user/month Professional tier adds automation, which is where most ecommerce teams land. Revenue forecasting and custom reporting are available from the Professional tier.

Pipedrive added an AI Sales Assistant that suggests next actions, drafts emails, and flags deals at risk of stalling. It's practical for sales-assisted ecommerce (think: selling $10,000+ custom furniture or wholesale accounts).

The gap: Pipedrive lacks native ecommerce integrations for automated marketing. There's no built-in email campaign tool, no SMS, no abandoned cart flows. You'll need Pipedrive plus Mailchimp or ActiveCampaign for marketing automation. If your ecommerce business has a genuine sales team making calls and negotiating deals, Pipedrive is excellent. For pure DTC, it's the wrong tool.

10. Gorgias

Gorgias is technically a helpdesk, but it functions as a support-driven CRM for ecommerce. Every customer interaction -- email, chat, social, SMS -- lives in one inbox alongside their complete order history from Shopify, BigCommerce, or Magento.

The AI Agent 2.0 update (July 2025) was a significant leap. Gorgias now claims 60% of tickets can be auto-resolved by AI, handling order status, returns, exchanges, and product questions without human intervention. Pricing starts at $10/month for 50 tickets (Starter) up to $900/month for the Advanced plan with 5,000 tickets.

What makes Gorgias relevant as a CRM: it captures customer intent at the support level. Someone asking "does this come in blue?" is a warm lead. Gorgias lets agents respond to the question and push a product recommendation in the same interaction, closing the loop between support and sales.

The limitation is obvious -- Gorgias doesn't do proactive marketing. No email campaigns, no automations, no segmented broadcasts. Pair it with Klaviyo or Omnisend for outbound, and let Gorgias handle the inbound. That combination (Klaviyo + Gorgias) is arguably the gold standard for Shopify stores above $1M in revenue.

How to choose

You're a Shopify store under $1M revenue: Start with Omnisend's free plan for email/SMS and Shopify's built-in customer profiles. When you hit $500K and need better segmentation, upgrade to Klaviyo.

You're a growing DTC brand ($1M-$10M): Klaviyo for marketing + Gorgias for support is the proven combo. If budget is tight, ActiveCampaign offers CRM + marketing in one tool.

You sell B2B wholesale and DTC: HubSpot or Pipedrive for the B2B pipeline, integrated with your ecommerce marketing tool. HubSpot's free CRM is a great starting point.

You're enterprise ($50M+): Salesforce Commerce Cloud with Agentforce AI. Nothing else matches the multi-region, multi-brand complexity at scale.

FAQ

Can I use a regular CRM for ecommerce?
You can, but you'll spend weeks building custom integrations. Ecommerce CRMs natively understand concepts like cart abandonment, product browsing behavior, and order lifecycle. Generic CRMs treat everything as a "deal" in a pipeline.

Is Klaviyo worth the price premium over Omnisend?
Above 10,000 active profiles, usually yes. Klaviyo's predictive analytics and granular segmentation drive measurably higher revenue per email. Below 5,000 contacts, Omnisend's simpler approach often produces similar results at half the cost.

Do I need both a CRM and a helpdesk?
For stores doing over 100 support tickets per week, yes. Gorgias or Freshdesk handles support far better than any CRM's ticketing feature. For smaller volumes, HubSpot or Freshsales can handle basic support alongside CRM.

What about Mailchimp for ecommerce?
Mailchimp works for basic email marketing but its ecommerce automations are shallow compared to Klaviyo, Drip, or Omnisend. Since Intuit's acquisition, development has focused on SMB accounting integration rather than ecommerce depth.

How do AI agents change the CRM landscape?
Every major platform now includes AI that can draft responses, score leads, and even autonomously handle customer interactions. The biggest practical impact is in support (Gorgias AI Agent resolves 60% of tickets) and in predictive segmentation (Klaviyo, Salesforce). Don't buy a CRM solely for AI features -- they're table stakes now.

Finding the right ecommerce CRM depends on your sales model more than your size. DTC brands need marketing automation; B2B sellers need pipeline management; support-heavy stores need ticket resolution. Start with the workflow that drives the most revenue and build outward from there.