The 11 Best Retail CRM Software Solutions to Consider

The editors at Solutions Review have compiled a list collecting some of the best retail CRM software solutions for companies looking to improve how they convert, retain, and delight their customers. Solutions Review participates in affiliate programs. We may make a small commission from products purchased through this resource.

With the right retail CRM software, businesses can improve how they manage their customers, respond to queries, develop brand loyalty, encourage return customers, generate marketing campaigns, and maximize customer satisfaction. However, selecting the right retail CRM software solution can be complicated and time-consuming, especially since retail businesses—digital and brick-and-mortar alike—are always adapting to changing market trends and customer demands.

To help make your search easier, our editors have profiled some of the best retail CRM software solutions to consider. The Solutions Review team gathered this information via online materials, reports, product demonstrations, conversations with vendor representatives, and free trial examinations. The list has been organized alphabetically for convenience’s sake.

The Best Retail CRM Software Solutions

Auro CRM

Description: Auro CRM is a fully customizable, open-source CRM platform for sales, marketing, operations, and custom service teams in companies across industries. For example, its retail-specific functionalities are designed to help businesses understand their customers and connect with them in meaningful ways. Features include 360-degree omnichannel customer views, centralized order management, business intelligence, built-in analytics, financial management, KPI scorecards, real-time reporting, custom marketing campaigns, post-purchase engagement tools, customer targeting, and more.

Bitrix24

Description: Bitrix24 is a business software provider that focuses on equipping companies of various sizes with the tools they need to succeed. The company’s CRM platform includes features specifically developed to help retail businesses create personalized shopping experiences, increase brand loyalty, boost sales, and improve conversions. These capabilities include omnichannel customer service, website builders, lead tracking, chatbots, a mobile app, built-in invoicing tools, web forms, marketing automation, email marketing, sales funnels, reports, file sharing, and sales analytics.

Creatio

Description: Creatio’s low-code CRM and process management platform is designed to help mid-size and large enterprises improve their sales, marketing, service, and operations capabilities. The company’s retail-specific services provide users with a single view of customers that encompasses all their purchase histories across channels, making it easier to develop effective marketing campaigns. Additional features include merchandise management, marketing automation, customer data management, sales performance monitoring, reward program management, and more.

Freshworks

Description: Freshworks provides business software solutions designed to be ready to go right “out of the box.” For example, the company’s AI-powered sales CRM platform, Freshsales, can help retail businesses identify loyal customers, improve engagement, personalize the shopping experience, unify customer data, streamline processes, automate tasks, improve internal collaboration, and more. Freshworks’ retail CRM offering can also integrate with Freshdesk, a customer support platform that will help businesses offer a holistic shopping experience that keeps customers returning.

Kapture

Description: Kapture provides startups and enterprises across industries with cloud-based CRM and SaaS-based customer support automation platforms. With Kapture’s AI-powered retail customer experience automation system, businesses can enhance employee productivity, personalize shopping experiences, use AI-driven algorithms to offer custom recommendations to customers, and engage buyers at every stage of their shopping journey. Specific features include field service management, automated ticketing systems, content center functionalities, knowledge management, reporting, analytics, API integrations, and more.

Microsoft Dynamics 365

Description: Microsoft Dynamics 365’s product suite covers everything from customer data to supply chain management to human resources and more. One of its offerings is Dynamics 365 Commerce, a platform for digital and brick-and-mortar retailers that can help them deliver unified and customizable buying experiences for customers and partners. Users can utilize Dynamics 365 to connect digital, in-store, and back-office operations on a single commerce platform featuring built-in tools for 360-degree customer views, artificial intelligence, and order management.

NetSuite

Description: NetSuite, a property of Oracle, specializes in cloud-based solutions, including CRM, ERP, and e-commerce. With NetSuite’s cloud-based CRM system, retailers can improve their web, mobile, in-store, and call center channels with market-specific features. These include in-store point-of-sale (POS), e-commerce, marketing, order management, business intelligence, inventory and supplier management, and financials. NetSuite’s retail solutions can be used in various settings, but the company does offer specialized solutions for fashion, campus bookstores, home goods, outdoor sporting, and automotive shops.

Qualtrics

Description: Qualtrics is the “Experience Management (XM)” service category creator and works with organizations to improve and manage their customer, employee, product, and brand experiences with real-time data, insights, and AI-powered recommendations. Qualtrics’ retail experience management solution can monitor customer behaviors across channels, identify opportunities, drive foot traffic to your store, target the best customer segments, and test new promotional campaigns before launching them.

Salesforce

Description: Salesforce offers one of the most expansive and complete CRM products. The platform includes the company’s sales and marketing applications, most notably the Sales and Marketing Clouds, Service Cloud, Analytics Cloud, App Cloud, and IoT service. With the company’s retail CRM solution, companies can drive growth across their retail value chains, utilize insights to convert and retain customers, empower associates with the tools they need to improve business performance, and promote collaboration between their sales and marketing departments.

Zendesk

Description: Zendesk provides customers with a CRM experience focused on customer service and sales needs. With Zendesk Sell, its sales CRM platform, retailers can compile billing, preference, and shopping history data and use it to create comprehensive shopper profiles that help them provide seamless, personalized service and support to customers. Other features include omnichannel customer support tools, vendor management, customized shopping experience, billing management, customer preference tracking, chatbots, and more.

Zoho CRM

Description: Zoho is a multinational company specializing in software development, cloud computing, and web-based business tools. For example, retailers can use the Zoho CRM solution to improve their sales, marketing, customer service, and inventory management processes across retail and supply chain operations. Additional features include customizable user interfaces, built-in AI technologies, targeted campaigns, product catalog management, social media monitoring, real-time reports, sales forecasting, and integrations with other popular business apps.