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Top 10 Retail CRM Software in 2024

Updated on Feb 5
5 min read
Written by
Cem Dilmegani
Cem Dilmegani
Cem Dilmegani

Cem is the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per Similarweb) including 60% of Fortune 500 every month.

Cem's work focuses on how enterprises can leverage new technologies in AI, automation, cybersecurity(including network security, application security), data collection including web data collection and process intelligence.

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Customer data management is especially challenging for retailers due to the ever-increasing and evolving customer demands. Thus, successful retail operations require the capacity to effectively manage huge amounts of customer data. Research shows that retail companies implement automated solutions to increase productivity, enhance revenue streams, and reduce costs.1 Indeed, the global retail automation market is projected to exceed $30 billion by 2030, illustrating this upward trend (See Figure 1).

Source: Statista

Figure 1. Global retail business automation market size in 2021 and with projections till 2030.

One of the applications of automation in the retail industry is Customer Relationship Management (CRM) software. However, with an abundance of options on the market and various business factors to consider, finding the right CRM solution can be challenging. To remedy that, this article:

What is retail CRM software?

A retail Customer Relationship Management (CRM) software is a specialized tool that helps retail businesses manage and analyze their interactions with current and potential customers. It collects and organizes a wealth of customer data from various touch points such as:

  • in-store interactions
  • online purchases
  • customer service inquiries
  • social media engagement
  • mobile interactions

in one centralized location.

The primary goal of a robust retail CRM software is to create a comprehensive view of each customer. This allows retailers to personalize their marketing efforts, improve customer service, and ultimately, increase customer loyalty and sales.

Top 10 retail CRM tools

We narrowed our vendor list based on some criteria. We used the number of B2B reviews and employees of a company to estimate its market presence because these criteria are public and verifiable.

Therefore, we set certain limits to focus our work on top companies in terms of market presence, selecting firms with:

  • 500+ employees
  • 150+ reviews on review platforms including G2, Trustradius, Capterra
  • at least one Fortune 500 reference

Here is our analysis of the top vendors providing Customer Relationship Management Software in the retail industry. We have analyzed the vendors in terms of market presence and commercials (e.g., free trial & price). You can sort Table 1, for example, by the ratings.

Vendor
Name
Employee sizeReviewsPricing
options
Free trialRatings*Deployment
Pipedrive9501,600Starts from $14.90 / month per user4.2/5Cloud
Mobile
Desktop
Salesforce Sales Cloud***75,00014,000Starts from $25 / month
billed annually
4.3/5Cloud
Mobile
HubSpot Sales Hub***8,00010,000Starts from $50 / month for two users4.4/5Cloud
Mobile
Zoho CRM5,0002,400Starts from $14 / month per user4/5Cloud
ActiveCampaign for Sales***8301,350Starts from $19 / month per user
billed annually
4.5/5Cloud
Mobile
Desktop
Freshsales***7,5001,050Starts from $15** / month per user4.5/5Cloud
Mobile
Desktop
Zendesk Sell6,300600Starts from $19** / month per user4.2/5Cloud
Mobile
monday.com CRM1747535Starts from $10 / month per user4.7/5Cloud
Mobile
Desktop
Creatio575225Starts from $25 / month per user4.6/5Cloud
Mobile
Desktop
Vymo500155Not provided✖️4.6/5Cloud
Mobile
Redtail CRM85130Starts from $99 / month per data base4.3/5Cloud
Mobile
Desktop

Disclaimer: With sponsors at the top, other vendors are sorted by the total number of reviews in descending order.

Here, we also analyzed the capabilities and features of the retail CRM software. As all vendors offer order & delivery management and reporting & analytics capabilities, we didn’t include these in the table. You can sort Table 2, for example, by the no-code capabilities.

VendorReal-time monitoring360° customer viewPredictive lead scoringNo code capabilitiesCalendarCustomer supportQuality of support*
Pipedrive✖️Phone Support
24/7 (Live Rep)
Chat
8.3/10
Salesforce Sales Cloud***✖️Phone Support
Chat
7.9/10
HubSpot Sales Hub***Not providedNot providedN/A / syncs with other toolsPhone Support
24/7 (Live Rep)
8.6/10
Zoho CRM✖️Not providedPhone Support
24/7 (Live Rep)
Chat
7.5/10
ActiveCampaign for Sales***✖️N/A / syncs with other toolsPhone Support
Chat
8.6/10
Freshsales***✖️N/A / syncs with other toolsPhone Support
24/7 (Live Rep)
Chat
8.9/10
Zendesk Sell✖️✖️Phone Support
24/7 (Live Rep)
Chat
8.5/10
monday.com CRM24/7 (Live Rep)
Chat
8.8/10
CreatioPhone Support
24/7 (Live Rep)
Chat
9.1/10
Vymo✖️Phone Support8.8/10
Redtail CRM✖️✖️✖️✖️Phone Support8.9/10

*Based on G2 reviews

**This price is relevant when paid annually. If a company chooses a monthly subscription, then the price is $25 / month per user for Zendesk Sell and $18 / month for Freshsales.

*** Companies that include CRM as part of a broader set of offerings typically have a larger workforce or receive more evaluations than businesses focusing exclusively on providing CRM services.

9 retail CRM software capabilities to consider while narrowing down your options

1- Order & delivery management

Retail CRM software can automate the entire order and delivery process. This involves taking customer orders, following them through the fulfillment process, and ensuring they are delivered on schedule. Customer satisfaction increases due to reduced errors, increased efficiency, and prompt delivery.

2- Deployment

This refers to how CRM software is utilized within a business’s operations. It can be set up as a hybrid model, on-premises, or in the cloud (SaaS). Each model has advantages and disadvantages specific to it. For instance, on-premise CRM can provide more control and customization possibilities, whereas a cloud-based CRM platform is often more scalable and costs less upfront.

3- Real-time monitoring

This feature enables retailers to monitor vital real-time inventory levels, customer interactions, and sales data. With real-time monitoring, a company can respond quickly to changes, such as refilling a popular item or resolving a consumer query. This is critical in connecting CRM platforms with other systems, such as inventory management or point-of-sale (POS) systems.

For instance, a grocery store could use a CRM system to instantly see when a popular product is running low and needs to be restocked.

4- 360° customer view

Retailers can gather and analyze consumer data from all touch points, including online, in-store, and mobile, with a 360° customer view. This provides a comprehensive insight into the consumer’s preferences and behavior, allowing for targeted marketing and better customer service.
For instance, a furniture retailer could use CRM to see that a customer first visited their website, then visited their physical store, and finally made a purchase through their mobile app.

5- Predictive lead scoring

This capability employs artificial intelligence (AI) and machine learning to predict the possibility of a lead becoming a customer based on their purchase history or behavior. It assists sales teams in focusing their efforts on the most promising leads.

6- No-code capabilities

Retail CRM software often includes features that allow users to customize the tool without needing to write code. No-code CRM platforms help employees use the CRM software more confidently and with ease.

7- Reporting & analytics

CRM software can gather vast quantities of data, which can then be examined to yield valuable insights. Businesses can monitor essential metrics and KPIs using the reporting function, and analytics can find trends, patterns, and potential opportunities.

8- Calendar

The calendar feature in a CRM application helps schedule and track all events, tasks, and activities. This can range from monitoring sales appointments to organizing marketing campaigns or customer support schedules. It’s vital to ensure that nothing goes through the holes and that every customer engagement is timely.

9- Customer support

CRM systems often include a customer support module that may handle customer inquiries, manage support tickets, and provide a platform for communication between the customer and the support team. This speeds up response times, addresses issues more quickly, and improves customer experience.

For those interested, here is our data-driven list of CRM software.

Transparency statement:

AIMultiple serves numerous emerging tech companies which received links from this research.

If you need help in your vendor selection process, we can help:

Find the Right Vendors
Cem Dilmegani
Principal Analyst

Cem is the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per Similarweb) including 60% of Fortune 500 every month.

Cem's work focuses on how enterprises can leverage new technologies in AI, automation, cybersecurity(including network security, application security), data collection including web data collection and process intelligence.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.

Cem's hands-on enterprise software experience contributes to the insights that he generates. He oversees AIMultiple benchmarks in dynamic application security testing (DAST), data loss prevention (DLP), email marketing and web data collection. Other AIMultiple industry analysts and tech team support Cem in designing, running and evaluating benchmarks.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

Sources:

AIMultiple.com Traffic Analytics, Ranking & Audience, Similarweb.
Why Microsoft, IBM, and Google Are Ramping up Efforts on AI Ethics, Business Insider.
Microsoft invests $1 billion in OpenAI to pursue artificial intelligence that’s smarter than we are, Washington Post.
Data management barriers to AI success, Deloitte.
Empowering AI Leadership: AI C-Suite Toolkit, World Economic Forum.
Science, Research and Innovation Performance of the EU, European Commission.
Public-sector digitization: The trillion-dollar challenge, McKinsey & Company.
Hypatos gets $11.8M for a deep learning approach to document processing, TechCrunch.
We got an exclusive look at the pitch deck AI startup Hypatos used to raise $11 million, Business Insider.

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