Customer profiles, wholesale accounts and service beyond the store
CRM for e-commerce brands
An ecommerce CRM in the sense that matters: every customer's orders, returns, tickets and marketing consent on one profile, wholesale and B2B accounts with their own pricing, and service tickets that can see the order history, so retention runs on data you own.
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Retain: the e-commerce brands edition, in your browser
One of twelve industry systems we build from, each with its own screens, workflow and vocabulary. Retain carries RFM segments computed from orders, plus the pipeline, inbox with SMS and email, quotes the customer accepts online, schedule, editable automation flows, reports and a phone view. Sample data in your browser only. Your build carries your own stages, fields and rules.
Use Expand in the demo toolbar for a full screen view, press Escape to close it, or open the e-commerce brands demo on its own page.
Who this is for
Built for e-commerce brands
Shopify, WooCommerce and Magento brands with 5 to 100 staff, especially those adding wholesale, subscriptions or a service team. People arrive here searching for ecommerce CRM, crm for ecommerce, retail crm software, woocommerce crm or a shopify app crm, and the reason is the same: the store's customer screen has run out, and a marketing platform charges per contact.
Unified profiles from the store
Orders, returns, subscriptions and reviews from Shopify or WooCommerce matched to one profile with lifetime value, first and last order and segment.
Wholesale and B2B accounts
Retail and trade buyers with their pricing, terms and reorder cycles, a portal for repeat orders and reorder alerts for accounts going quiet.
Service tickets that know the order
Email and chat tickets linked to the customer and the order with return and refund actions, so agents resolve without switching tabs.
Retention segments and campaigns
At risk, VIP and win back segments computed from order data, synced to Klaviyo or Mailchimp or sent from the CRM, with results measured in orders.
Pipeline
The stages work moves through
A starting point we adjust to your process in the first design week. Each stage can require fields, trigger messages and create tasks.
- Visitor with email
- First order
- Second order
- Loyal
- VIP
- At risk
- Churned
- Won back
Records
What the system keeps track of
Real record types with the fields your team uses, related to each other so one screen shows the whole picture.
Integrations
Connected to the tools you already run
Two way where both sides edit the data, one way where they do not, monitored for twelve months as part of the build.
- Shopify, WooCommerce or Magento
- Klaviyo or Mailchimp
- Gorgias or help desk email
- Xero or QuickBooks
- Stripe
- 3PL order status
Questions we get asked
How much does an e-commerce CRM cost?
An e-commerce CRM with unified profiles, wholesale accounts, service tickets and retention segments is typically 9,900 to 16,900 US dollars fixed, delivered in six to nine weeks. A wholesale account and reorder system on its own starts at 5,900. No per-contact fees, which is the largest saving as the list grows.
Does it replace Klaviyo?
Not for bulk email, which Klaviyo does well. The CRM owns the customer data and segments and syncs audiences to Klaviyo or Mailchimp, while handling what they do not: wholesale accounts, service tickets and one to one follow ups. Brands often reduce their marketing platform tier because segments are computed in the CRM.
Can it manage wholesale customers?
Yes. Wholesale accounts carry buyers, price lists, terms and order history, with a portal for repeat orders, reorder reminders based on each account's cycle and reports of accounts whose ordering has slowed. Trade buyers get a login with their own price list, invoices sync to Xero or QuickBooks with the account's payment terms, and reps see every wholesale account's order history on a phone.
Does it connect to Shopify?
Yes. Customers, orders, returns and subscriptions sync from Shopify by API in near real time, and the same applies to WooCommerce and Magento. Refunds and order notes created in the CRM are pushed back where the platform allows. Historical orders are imported at the start so lifetime value and segments are correct from day one rather than building up over months.
Tell us how your e-commerce brands business works. We will quote the CRM that fits it.
A 30 minute written brief from you, a fixed price and a two page scope from us within two business days. No call required, no obligation.