Do you want to know about CRM Integration and its role in the E-commerce industry?

Imagine visiting an e-commerce website and searching endlessly for what you want to buy. Browsing for products and checking the specs on each item can be tiring for any online shoppers. E-commerce websites with CRM integration can understand online shoppers and provide relevant suggestions.

AI chatbot can recommend the right product and complete the purchase. In some cases, the shopper still needs to talk with the company. In both cases, CRM integration can collect contact information which is used in follow-up email campaigns to sell more products. Relevant suggestions engage more website visitors and convert more visitors into customers.

Overview of the Content

CRM Database Meaning

Collecting Customer Data Insights

Collaborative CRM Tool

Operational CRM Tool

Analytical CRM Tool

Strategic CRM Tool

CRM Integrated Chatbots

5 Popular CRM Tools

Customer Relationship Management – CRM Database Meaning

Customer relationship management on e-commerce websites brings in more prospects, and manages and improves customer interactions and overall service. Online business owners optimize their e-commerce websites with good CRM integration tools, and this marketing strategy attracts more website visitors and potential customers.

CRM integration tools are efficient for e-commerce websites to build good relationships between customers and online business owners. Online business owners use CRM integration to maintain contact management and lift website revenue.

Customer-centric businesses efficiently increase website traffic and nurture ideal customers. E-commerce websites with potential CRM tools invite customers and introduce them to relevant products.

Collecting Customer Data Insights with CRM Integration

crm integrations

CRM integration on websites analyzes their customers by understanding their order history and customers journeys. CRM tools help businesses to maintain the sales pipeline and interact with prospects.

Several traditional CRM integration tools collect information about customer click-through rate and their product needs. Online business owners integrate AI chatbots with CRM systems to analyze customer behavior thoroughly. The use of AI chatbots is one of the strong suits for CRM integration. CRM integrated chatbots allow online businesses to invite more customers at a faster pace.

CRM integration increased e-commerce website sales by analyzing customer data, serving current customers better, and targeting new customers more efficiently. According to a recent report by Forrester Research, CRM increased sales up to 29%, improved productivity up to 34%, and boosted forecast accuracy.

CRM tools are of four types: collaborative, operational, strategic, and analytical.

Collaborative CRM Tool

Collaborative CRM integration tools are used for connecting customer data with your business. Rich marketing strategies implemented by e-commerce website owners include AI chatbots to communicate with website visitors.

Collaborative CRM integration aggregates the conversations by storing the customer data about their behavior pattern. AI bots with CRM integration simplify the customer journey on the website by engaging them in a conversation.

Operational CRM Tool

The operational CRM tool is necessary for sales and marketing automation. In digital marketing, the operational CRM tool helps the business to manage all customer interactions and document them.

  • The operational tool organizes the communication and helps in automating the process.
  • Targeting customers with trigger-based questions and messages boost brand awareness.
  • The operational CRM tool predicts customer requests and speeds up the tasks.

Analytical CRM Tool

An analytical CRM tool helps in analyzing the customer data behind every task. Customers’ purchase intentions and choices are analyzed using an analytical CRM tool.

  • The analytical tool effectively notices customer interaction and picks out their preference to show relevant suggestions.
  • Website visitors understand the credibility of e-commerce websites through the appropriate recommendations and quick solutions for their questions.
  • The analytical tool is used primarily to determine customer satisfaction by analyzing their data and enhancing the business process.

Strategic CRM Tool

As the name suggests, a strategic CRM tool formulates the strategies for the online business to increase sales.

  • After collecting the data and analyzing it, a strategic CRM tool considers all information and lists strategies.
  • Using different strategies in digital marketing with customer preferences makes the e-commerce website resolve shortcomings.
  • Strategic CRM tools interpret data and implement strategies for business survival.

Customer Support with CRM

Any online business with poor customer service will lose customers and their business will suffer. Customer support is crucial in developing an e-commerce website and generating more leads.

  • Customer relationship management is necessary for every e-commerce site to develop a healthier relationship with customers. CRM integration uses different marketing strategies to communicate with the customers.
  • CRM integration checks email opt-ins and builds a strong relationship with customers.
  • Artificial intelligence in e-commerce helps customers discover desired products more quickly by resolving their questions.

Adding CRM tools to analyze customers’ insights is one of the well-planned strategies to increase the sales of online businesses. CRM integrated AI chatbots with machine learning and artificial intelligence technology to facilitate the conversation.

CRM Integrated Chatbots – CRM Integration

E-Commerce websites use expensive customer management tools to gather client data. But CRM-integrated chatbots replace the overpriced customer management systems and actively optimize the landing page of an e-commerce website.

Building trust with customers is one of the factors in determining the success of the brand. Customers tend to visit a website often and make purchases when conversations go well with representatives. Cart abandonment happens when a customer visits a website and sees it inactive.

AI chatbots are efficient in allowing customers to make choices by engaging them first. Chatbots can be integrated with CRM on different social media platforms to help conversion rates and help the website visitor realize the need for the product.


  • Chatbots are efficient for online business owners to understand the customers’ purchasing patterns.
  • CRM integration in chatbots makes the management and reporting process simple.
  • Chatbots with CRM integration help the management team to organize complex tasks.
  • CRM integrated chatbots access customer preferences quickly by customizing conversations.
  • AI chatbots understand customers’ needs and suggest products and give relevant information about the products.
  • Sales activities and marketing insights are actively accessed by CRM chatbots.
  • CRM chatbots for e-commerce are cost-efficient and propel more customers!

1. Zoho

Zoho CRM tool helps B2B, SMBs, and Enterprises to offer better customer support. Customer relationship management in Zoho provides various customization options to increase the sales of a business.

Accessing the customer data and making it beneficial for the business is an easy task with the Zoho CRM system. CRM helps in marketing automation, lead management, and reducing the hectic tasks of a salesperson.

Features of Zoho CRM:

  1. Calendar/Reminder System
  2. Document Storage
  3. Email Marketing
  4. Internal Chat Integration
  5. Lead Scoring
  6. Marketing Automation Integration
  7. Mobile Access
  8. Quotes/Proposals
  9. Segmentation
  10. Social Media Integration
  11. Task Management
  12. Territory Management

Better customization and organization Linking opportunities with Zoho CRM is intricate
Seamless integration to share data Outdated interface
Consistent updates Improper social integration

2. Fresh Desk

Fresh Desk software gives more importance to resolving customers’ problems. Smart automation in Fresh Desk gets things done faster to provide solutions for the customers.

An online business should first understand the customers’ problems to provide a relevant solution. Fresh Desk CRM helps in understanding the customer issue and this support software increases customer engagement with AI chatbots and omnichannel strategy.

Best e-mail support More efficient for non-e-commerce websites
Personalized assistance Customization is complicated
Modern interface Poor mobile integration

3. Salesforce

Salesforce CRM categorizes and qualifies leads for online business. Business needs customer relationship management to sort out the right clients for the deals, CRM system helps in finding prospects fast!

Salesforce CRM collects customer insights to give personalized responses. Records of customer interactions offer a better understanding of their needs and business can improve the sales process.

Great marketing and sales automation Lack of technical support
Guiding the leads with relevant information Expensive software
Useful in reengaging with the customers Complex system for small business

Salesforce API Integration

An online business owner can easily create an API in Salesforce. Enabling API on salesforce is possible by two methods, they are, user profile and permission set. From the administrative permissions, you can select the API Enabled box.

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Generative and Scripted AI to engage shoppers in conversational eCommerce.

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  • 1 out of 4 shoppers make a purchase on average*

  • 5% to 35% Increase in AOV*

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4. Pipedrive CRM

Pipedrive CRM is built for salespeople by salespeople. It understands the struggles of salespeople with its user interface and it is designed for salespeople who wanted to work efficiently and easily. Pipedrive has visibility of the sales cycle that seeks effective work and makes you to perform it without thinking it twice. Pipedrive syncs all the top-rated sales product and management applications to make your system work well through one application. The Pipedrive CRM provides 3 trials to test this tool and for the natural pack, it costs only $15 per month or per user. It is a continuously growing tool and this can also be used in both small and big businesses.

Features of Pipedrive CRM:

  1. Calendar/Reminder System
  2. Document Storage
  3. Email Marketing
  4. Internal Chat Integration
  5. Lead Scoring
  6. Marketing Automation Integration
  7. Mobile Access
  8. Quotes/Proposals
  9. Segmentation
  10. Task Management
  11. Territory Management

5. Apptivo CRM

Apptivo CRM is a budget Salesforce because it supports all small businesses. It is really as good as Salesforce as it is customizable and it is cheaper compared to other CRM tools. Apptivo may not be as popular as Zoho CRM or Salesforce, but this CRM under-go operation just as well as they do. It brings together many reliable apps such as Office 365, G Suite, Dropbox, and PayPal, and does so in a quite economical way. It provides a free version that can be used by 3 users and the natural paid version costs $8 per month or per user. Apptivo can be installed on mac or windows, on your phone, or can be used on the web. It also offers online help 24/7. It is the best option for sales teams in the growing stage and those looking for an affordable option.

Features of Apptivo CRM:

  1. Calendar/Reminder System
  2. Document Storage
  3. Email Marketing
  4. Internal Chat Integration
  5. Marketing Automation Integration
  6. Mobile Access
  7. Quotes/Proposals
  8. Segmentation
  9. Task Management
  10. Territory Management
CRM integration tools increase the sales opportunities of an online business by targeting the ideal clients with their social media profiles, purchase history, and previous conversations. This marketing tool not only allows the website visitor to buy a product but also helps in customer retention services. A CRM system understands every customer and prevents them from switching to competitor websites. A cloud-based CRM system is easy to access and allows users to access information from anywhere, at any time. When a customer finds it hard to search for a product from your website, CRM comes to the rescue and allows the user to retrieve other relevant products. When you are setting up an e-commerce store, be sure to include essential integrations to lift online business revenue organically.

Connecting People on Social Media Platforms

Online business owners connect with people from different social media platforms to analyze their prospects. Having a social CRM enables visibility for your brand and invites more people to your website. Social CRM creates leads from direct messages and actively accelerates omnichannel communication.

Marketing Automation

Marketing automation helps in lead scores with forms and surveys and is one of the pillars in e-commerce for increasing sales opportunities. Automation in marketing prioritizes targeted customers by sending them trigger-based messages. Automation and CRM track customer behavior. Marketing automation makes a list of customers’ preferences, and CRM tracks the sales opportunities.

E-mail Marketing

E-mail marketing and CRM work well together to send personalized emails to customers and optimize customer relationships. CRM e-mail marketing connects lead and client information with different systems and identifies ideal clients from the sales funnel.

Key Takeaway

CRM integrated tools provide a more in-depth understanding of a brand’s customer base. One of the significant benefits of using CRM tools to grow your e-commerce is targeting campaigns to showcase your brand to a specific audience. CRM integrated chatbots simplify data entry and personalize alerts to invite more website visitors. AI chatbots with human-in-the-loop technology perform tasks as both human agents and machines to give instant solutions for website visitors. CRM integrated tools escalate sales for your online business and it is one of the best business objectives.

Frequently Asked Questions about CRM Tools

What is a CRM database?

The customer relationship management database gathers information from all clients by tracking their previous conversations and purchase history, using different marketing strategies.

What are the different types of CRM tools?

Digital marketers use different types of CRM tools to increase sales. These include analytical, collaborative, strategic, and operational tools.

Which is the best CRM tool for marketing?

Collaborative customer relationship management tool helps digital marketing to organize customer details. The collaborative CRM tools share the information across marketing teams, focusing on customer satisfaction.

Is Customer relationship management necessary for digital marketing?

Customer-centric businesses survive by understanding the business objectives and increasing productivity based on customers’ preferences. Maintaining a healthy relationship with its customers is essential for any e-commerce business.
Greg Ahern
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