17 Best Retail CRM Software Reviewed in 2024
Best Retail CRM Software Shortlist
Here's my pick of the 10 best software from the 17 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Retail CRM software is a valuable asset for any company. With the right tool, teams can enhance customer engagement and improve sales tracking. However, finding the right retail CRM software can be challenging, especially with many available options.
Using my experience with revenue operations software, I tested and compared several of the top retail CRM software available. From there, I compiled my results into detailed reviews to help you find the best software for your needs.
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Best Retail CRM Software Summary
This comparison chart summarizes pricing details for my top retail CRM software selections, helping you find the best one for your budget and business needs.
| Tools | Price | |
|---|---|---|
| Creatio | From $25/user/month (billed annually) | Website |
| Zendesk Sell | From $19/user/month | Website |
| Pipeline CRM | From $25/user/month (billed annually) | Website |
| Copper CRM | From $9/user/month (billed annually) | Website |
| Insightly | From $29/user/month (billed annually) | Website |
| ActiveCampaign | From $20/month (billed annually) | Website |
| Bitrix24 | From $49/organization/month (up to 5 users, billed annually) | Website |
| Redtail CRM | From $39/user/month (billed annually) | Website |
| HubSpot CRM | From $15/user/month (billed annually) | Website |
| Pipedrive | From $14/user/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose Retail CRM Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Will the software grow with your business needs? |
| Integrations | Does it connect with your existing tools and systems? |
| Customizability | Can you tailor the software to fit your processes? |
| Ease of Use | Is the software intuitive for your team to use? |
| Budget | Does it fit within your financial constraints? |
| Security Safeguards | Are there robust measures to protect your data? |
| Support | Does the vendor offer reliable customer support? |
| User Feedback | What are other users saying about their experience? |
Best Retail CRM Software Reviews
Below are my detailed summaries of the best retail CRM software that made it onto my shortlist. My reviews thoroughly examine the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best one for you.
Creatio is a CRM and process automation platform designed for businesses seeking to streamline operations and enhance customer relationships.
Why I picked Creatio: Creatio stands out in process automation, helping to automate tasks and enhance overall efficiency. Its business process designer enables the creation of tailored workflows without needing coding expertise. Additionally, its CRM capabilities support data management and sales automation while allowing easy customization to meet unique business requirements.
Standout features & integrations:
Features include process automation tools, a business process designer, and sales automation capabilities. These features help reduce repetitive tasks and create custom workflows tailored to your needs.
Integrations include Microsoft Outlook, Google Workspace, Mailchimp, Zapier, QuickBooks, Slack, LinkedIn, Dropbox, Salesforce, and Twilio.
Pros and cons
Pros:
- Low-code development
- Customizable workflows
- Strong process automation
Cons:
- Initial setup complexity
- Steeper learning curve
Zendesk Sell is a sales CRM solution designed for sales teams needing integrated customer support capabilities. It helps manage leads, track sales progress, and enhance communication with clients.
Why I picked Zendesk Sell: Zendesk Sell provides a unified platform for managing customer interactions, sales pipelines, and communications. It integrates smoothly with various tools like ecommerce platforms and customer support systems, enabling retail businesses to efficiently track leads, automate follow-ups, and enhance customer relationships. Additionally, its mobile app and real-time reporting also make it ideal for fast-paced retail environments.
Standout features & integrations:
Features include lead and deal management, communication tools, and sales progress tracking.
Integrations include Zendesk Support, Mailchimp, HubSpot, Microsoft Outlook, Google Workspace, Slack, QuickBooks, Shopify, Zapier, and Docusign.
Pros and cons
Pros:
- Supports team collaboration
- Good for sales tracking
- Integrates with Zendesk Support
Cons:
- Limited offline access
- Not ideal for complex workflows
Pipeline CRM is a sales-focused CRM software primarily used by small sales teams. It offers key business functions like sales pipeline management and lead tracking.
Why I picked Pipeline CRM: Pipeline CRM caters specifically to small teams, making it ideal for managing sales processes without overwhelming features. Its customizable deal stages and sales forecasting, along with its simplicity in setup and use makes it easy for small teams to adopt. Additionally, the software’s focus on automation helps your team concentrate on closing deals rather than managing the CRM.
Standout features & integrations:
Features include sales pipeline management, lead management, and automated email tools. You can track email performance to optimize marketing efforts. The platform also offers customizable deal stages and sales forecasting.
Integrations include Gmail, QuickBooks, Mailchimp, Google Calendar, Outlook, Microsoft Excel, LinkedIn, Slack, Dropbox, and Evernote.
Pros and cons
Pros:
- Good for small teams
- Customizable fields
- Easy setup process
Cons:
- No built-in AI tools
- Limited advanced features
Copper CRM is a customer relationship management tool designed specifically for businesses using Google Workspace.
Why I picked Copper CRM: Copper CRM is designed for Google Workspace users, providing integration that feels native to Google's ecosystem. You can manage contacts directly within Gmail, making it easy to keep track of client interactions. Additionally, the email tracking feature allows your team to monitor communication effectiveness. Along with these features, the software’s pipeline management also helps organize and prioritize your leads within Google Workspace.
Standout features & integrations:
Features include contact management within Gmail, email tracking, and sales pipeline management.
Integrations include Google Workspace, Slack, Mailchimp, Zapier, LinkedIn, QuickBooks, HubSpot, Docusign, Xero, and PandaDoc.
Pros and cons
Pros:
- Effective email tracking
- Easy contact management
- Native Google integration
Cons:
- Basic reporting features
- Limited customization options
Insightly is a CRM and project management tool designed for businesses that need to manage customer relationships and projects in one platform.
Why I picked Insightly: Insightly offers an easy way to handle both customer relationships and project management, making it a great fit for teams managing multiple areas. With everything in one system, it’s easier to keep track of contacts and projects while staying organized and on track. As a result, Insightly provides a unified approach for efficient team collaboration.
Standout features & integrations:
Features include contact management, task tracking, and project management. You can manage your contacts and projects within a single platform, while task tracking helps your team stay organized and ensures deadlines are met.
Integrations include Google Workspace, Microsoft Office 365, Slack, QuickBooks, Xero, Mailchimp, Zapier, Dropbox, Outlook, and Evernote.
Pros and cons
Pros:
- Good for small teams
- Effective task tracking
- Combines CRM and project management
Cons:
- Limited offline functionality
- Requires learning curve
ActiveCampaign is a marketing automation and customer relationship management tool used by businesses to enhance their email marketing efforts.
Why I picked ActiveCampaign: ActiveCampaign is tailored for email marketing, providing powerful automation and segmentation features. You can use advanced email marketing automation to connect with your audience effectively. On the other hand, the platform's lead scoring helps prioritize leads based on their engagement. Plus, with its segmentation tools, your team can target specific customer groups more efficiently.
Standout features & integrations:
Features include email marketing automation, lead scoring, and customer segmentation.
Integrations include Shopify, WordPress, Facebook, Zapier, Salesforce, Magento, Slack, Google Analytics, WooCommerce, and Stripe.
Pros and cons
Pros:
- Effective lead scoring
- Strong email marketing tools
- Advanced automation options
Cons:
- Limited reporting features
- Steeper learning curve
Bitrix24 is a CRM and collaboration platform used by businesses for project management, communication, and customer relationship management. It's popular among small to medium-sized businesses seeking an advanced tool to manage various business functions.
Why I picked Bitrix24: Bitrix24 provides a free option that's well-suited for small teams, making it an affordable choice for startups or growing businesses. The platform helps teams work efficiently on tasks and deadlines, ensuring projects stay on track. It also fosters smooth communication, which is essential for collaboration. Additionally, Bitrix24 aids in managing customer relationships effectively, helping teams focus on building long-term connections and improving customer satisfaction.
Standout features & integrations:
Features include project management, communication tools, and CRM functionalities. You can manage tasks and deadlines efficiently with the project management tools, while communication features like chats and video calls help your team stay connected.
Integrations include Slack, Mailchimp, QuickBooks, Microsoft Office 365, Google Workspace, Dropbox, Zapier, PayPal, Xero, and Shopify.
Pros and cons
Pros:
- CRM functionalities included
- Strong communication tools
- Good for small teams
Cons:
- Limited advanced features
- Learning curve for new users
Redtail CRM is a customer relationship management tool tailored for financial advisors. It provides tools for client management, communication, and compliance tracking.
Why I picked Redtail CRM: Redtail CRM specifically caters to financial advisors. The software includes workflow automation to streamline advisors' daily tasks, while customizable reporting helps you analyze client interactions and performance. Additionally, the software’s built-in communication tools allow for easy client engagement and follow-ups.
Standout features & integrations:
Features include client management, workflow automation, and compliance tracking. You can create customizable reports to analyze client interactions and performance. Plus, the built-in communication tools help you engage and follow up with clients easily.
Integrations include Riskalyze, RightCapital, MoneyGuidePro, eMoney, Smarsh, Laserfiche, Microsoft Outlook, Microsoft 365, PieSync, and TD Ameritrade.
Pros and cons
Pros:
- Workflow automation available
- Strong compliance features
- Tailored for financial advisors
Cons:
- Complex initial setup
- Limited industry applicability
HubSpot CRM is a cloud-based customer relationship management platform designed for businesses looking to manage sales, marketing, and customer service in one place.
Why I picked HubSpot CRM: HubSpot CRM offers a wide array of native integrations with over 1,000 tools, including popular platforms like Salesforce, Mailchimp, and Shopify. Additionally, open API allows businesses to customize connections with additional apps, ensuring seamless workflows across marketing, sales, and customer loyalty operations. The software also offers marketing automation tools that help nurture leads and monitor engagement, offering teams an efficient way to handle key business processes.
Standout features & integrations:
Features include contact management, deal tracking, and marketing automation. You can manage your contacts and track deals efficiently, while the software’s marketing tools help nurture leads and track engagement effectively.
Integrations include Salesforce, Mailchimp, Slack, Microsoft Outlook, Google Workspace, Shopify, Zapier, LinkedIn, Facebook, and QuickBooks.
Pros and cons
Pros:
- Good for lead nurturing
- Strong marketing tools
- Wide integration options
Cons:
- Occasional performance issues
- Basic reporting features
Pipedrive is a sales-focused CRM designed for sales teams to manage pipelines and track deals. It provides tools for lead tracking, sales forecasting, and activity management.
Why I picked Pipedrive: Pipedrive’s customizable pipelines allow sales teams to manage stages, automate follow-ups, and prioritize leads, ensuring nothing falls through the cracks. Additionally, its automation and AI-driven tools help optimize the sales process for better efficiency. It also supports task management and helps teams stay organized while offering tools for predicting revenue and making data-driven decisions.
Standout features & integrations:
Features include visual sales pipelines, activity management, and sales forecasting. You can track your deals visually, which makes it easier to understand your sales process. Plus, activity management ensures your team doesn't miss important follow-ups.
Integrations include Google Workspace, Mailchimp, Trello, Slack, Zapier, QuickBooks, Xero, Asana, Microsoft Teams, and HubSpot.
Pros and cons
Pros:
- Effective sales forecasting
- Strong pipeline visualization
- Intuitive interface
Cons:
- Limited automation tools
- No built-in email client
Other Retail CRM Software
Here are some additional retail CRM software options that didn’t make it onto my shortlist, but are still worth checking out:
- Microsoft Dynamics 365
Best for industry-specific solutions
- Zoho CRM
Best for customizability
- Pipefy
Best for workflow automation
- Salesforce
Best for large enterprises
- Freshsales
Best for small business sales
- Oracle NetSuite ERP
Best for integrated ERP solution
Retail CRM Software Selection Criteria
When selecting the best retail CRM software to include in this list, I considered common buyer needs and pain points like managing customer data efficiently and improving sales tracking. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Manage customer data (purchase history, contact information, etc.)
- Track sales leads
- Automate marketing tasks
- Generate sales reports
- Facilitate customer communication
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- Customizable dashboards
- Advanced analytics tools
- AI-driven insights
- Multi-channel communication
- Integration with ecommerce platforms
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface
- Easy navigation
- Minimal learning curve
- Aesthetic design
- Customizable user settings
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Use of interactive product tours
- Access to templates
- Support via chatbots
- Offering of webinars
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Access to a knowledge base
- Live chat support
- Email response time
- Personalized support options
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing
- Range of features offered
- Scalability options
- Free trial availability
- Flexibility in pricing plans
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Feedback on usability
- Comments on customer support
- Perspectives on value for money
- User experiences with onboarding
Trends In Retail CRM Software
In my research, I sourced countless product updates, press releases, and release logs from different retail CRM software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-Driven Insights: More CRM tools are using AI to provide actionable insights. This helps businesses understand customer behavior patterns and predict trends. For example, some vendors offer AI features that suggest the best times to contact leads.
- Voice and Speech Recognition: Some CRM platforms are incorporating voice recognition to log data and manage tasks. This trend is making it easier for sales teams to update records hands-free. Vendors are also experimenting with voice-activated assistants.
- Enhanced Data Privacy Controls: With increasing data regulations, CRM tools are adding features to help businesses comply. Users can now manage data permissions and security settings more effectively. This trend is growing as privacy concerns become more prominent.
- Hyper-Personalization: CRM software is moving towards hyper-personalized customer engagement. This involves using customer data to tailor communications and offers. Some vendors are developing features that automatically customize content based on user behavior.
- Integration with Emerging Technologies: CRM systems are beginning to integrate with newer technologies like blockchain and IoT. These integrations offer unique ways to track product interactions and ensure data integrity. This trend provides businesses with innovative ways to connect with their customers.
What Is Retail CRM Software?
Retail CRM software is a tool designed to help businesses manage customer relationships and sales processes. Professionals in the retail industry, like sales associates, managers, and marketing teams, generally use these tools to improve customer experience and sales efficiency both in-store and online.
Features including contact management, sales tracking, and marketing automation help with organizing customer information, tracking interactions, and automating repetitive tasks. Overall, these tools offer businesses a way to enhance customer satisfaction and drive sales growth.
Features of Retail CRM Software
When selecting retail CRM solution, keep an eye out for the following key features:
- Contact Management: Organizes customer journeys and information to improve relationship tracking.
- Sales Tracking: Monitors sales activities and progress both for online stores and in-person retail stores to help teams stay on top of their pipeline.
- Marketing Automation: Automates marketing tasks like email campaigns to save time and enhance profitability and engagement.
- AI-Driven Insights: Provides actionable data to predict customer behavior and improve decision-making.
- Hyper-Personalization: Tailors communications and offers based on customer data to increase relevance.
- Project Management: Helps manage tasks and deadlines within the CRM for better team coordination.
- Voice and Speech Recognition: Allows hands-free data entry and task management for convenience.
- Data Privacy Controls: Ensures compliance with regulations and protects customer information.
- Integration with Emerging Technologies: Connects with tools like blockchain and IoT for innovative customer interactions.
- Customizable Dashboards: Lets users tailor their interface to focus on the most important metrics and information.
Benefits of Retail CRM Software
Implementing retail CRM software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved Customer Relationships: Contact management helps keep track of customer interactions, leading to stronger relationships.
- Increased Sales Efficiency: Retail sales tracking and automation streamline processes, allowing your team to close deals faster.
- Enhanced Marketing Effectiveness: Marketing automation helps personalize campaigns and loyalty programs, improving engagement with your audience.
- Better Decision-Making: AI-driven insights provide data that helps you make informed business decisions across all touchpoints.
- Regulatory Compliance: Data privacy controls ensure your business meets necessary regulations and protects customer data.
- Convenient Task Management: Project management features keep your team organized and on schedule.
- Innovative Customer Interactions: Integration with emerging technologies offers new ways to connect with customers.
Costs and Pricing of Retail CRM Software
Selecting retail CRM software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in retail CRM software solutions:
Plan Comparison Table for Retail CRM Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic contact management, limited reporting, and basic sales tracking. |
| Personal Plan | $5-$25/user/month | Contact management, email support, basic automation, and sales tracking. |
| Business Plan | $30-$60/user/month | Advanced automation, analytics, project management, and customizable dashboards. |
| Enterprise Plan | $70-$150/user/month | Full customization, AI-driven insights, enhanced security, and premium support. |
Retail CRM Software FAQs
Here are some answers to common questions about retail CRM software:
How is CRM used in retail?
Retail CRM software stores and manages data on all of a business’s contacts, including customers and leads. It helps you filter and sort through contacts, track sales opportunities, and manage marketing campaigns. This centralization makes it easier for your team to understand customer interactions and improve sales processes.
What are the rules of CRM?
Effective CRM implementation involves integrating the CRM with your company’s strategy and existing systems. It’s important to provide useful information to users and manage resistance to change. These rules help ensure that the CRM system supports your business goals effectively.
How do you measure CRM success in retail?
CRM success can be measured by tracking key performance indicators such as customer retention rates, sales growth, and lead conversion rates. Analyzing these metrics helps your team understand the CRM’s impact on business performance and identify areas for improvement.
How does CRM improve customer service in retail?
A CRM system helps improve customer service by providing a complete view of customer interactions. This allows your team to respond more quickly and accurately to customer inquiries. It also enables personalized communication, which can enhance customer satisfaction and loyalty.
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