Building an eCommerce CRM is challenging. But we aren’t here to leave you in the dark. Learn what’s important when developing an eCommerce CRM from scratch. Read on!

1. Important Milestones in eCommerce
CRM Software Development

2. An eCommerce CRM system
enables businesses to optimize
all store communications under
one roof, facilitate smooth
communication across
departments, arrange,
optimize, and synchronize all
customer interactions, and
analyze data throughout the
customer lifecycle.
What does CRM stand for
in eCommerce?

3. eCommerce CRM development process
01 02 03 04 05
Strategize, plan,
and prioritize
Craft a user experience
that resonates with
your CRM processes
Good-looking,
branded, and usable
user interface
Tech stack &
integrations
Code, test, review,
and launch

4. What are the benefits of
eCommerce CRM software?
Increased team performance
Simplified collaboration
Valuable insights about your customers
Detailed analytics
Enhanced marketing
Better inventory planning
On-time customer support and
communication
➊
➋
➌
➍
➎
➏
➐

5. Strategize, plan, and prioritize
01
A well-designed platform won’t bring you the
desired results if it doesn’t address your pains and
business needs.
Get your team together to brainstorm your
future product. Analyze your business
processes, outline pain points and challenges of
customer relationship management, and be
clear with what you want to accomplish with
your solution.

6. Craft a user experience that resonates
with your CRM processes
02
Seamless experience
matters a lot, especially
in complex systems
like CRM.
01
02
03
Understand
your users
Design for
multiple user
types
Ensure users
are always at
the heart of
design process

7. What else is important when designing your CRM system is your
buyer’s journey or customer lifecycle. Ideally, your customer lifecycle
should define your CRM processes.
Customer Lifecycle
CRM
Process
(Customer Service) (Customer Service)
(Sales) (Sales)
(Marketing) (Marketing)
Reach Generate
Brand
Awareness
1
2. Acquisition
2
Acquire
Leads
5. Loyalty
4. Retention
Drive Upsells
and Referrals
5
4
Provide Superior
Support
3. Conversion
3
Convert Leads
into
Customers

8. ThemostimportantfeaturesofeCommerceCRMs
Contact
management
Opportunity
management
Lead
management
Workflow
automation
Filesync&
share
Store,organize,andtrackdata
aboutyourleads,prospects,and
customersandhaveacomplete
pictureofthem
Controlthesalesprocessby
recognizingandmanaging
opportunities,trackingdeal
details,
streamlining
marketing&sale
processes
Trackleadsactivities,
behavior,
andqualifyingthem
tomakeleads
sales-ready
Masteryoursalesand
marketing
followups
andnevermissout
on
leads
Enableyourdepartments
including
sales,marketing,and
technical
supporttoshareany
datathey
collectfromcustomers
Contactdetails Livechats
Alerts Updates
Communication
history Activitytracking
Thebesttimeto
sendmessages
suggestions
Built-inquoting
Timelineoverview
Leadscoring&routing
Cross-channel
campaigns
Emailalerts
Drag&Dropactions
Auto-assigning
Tags
Folowingfiles
Fastuploads
Documentmanagement

9. What are qualities of a great
CRM user interface design?
Usability. Ensure users can accomplish
tasks easily and quickly without any (or at
least much) training.
Simplicity. Include only the necessary and
logical elements.
Clarity. Users should understand how your
CRM works and be able to easily find what
they’re looking for.
Consistency. Keep your CRM clear and
simple, but also keep it consistent.
Responsiveness. Make sure your CRM app
adjusts smoothly to different screen sizes,
providing consistency across different
devices.
03

10. Tech stack & integrations
04
CSS Node.js
Mongo
AWS
JS
C++
MySQL HTML
There are dozens of programming
languages, frameworks, and libraries to use
in your CRM project development. How to
choose your perfect one
There isn’t a one-fits-all language.
Your project must align with a language’s
libraries, tools, and support.

11. Code, test, review,
and launch
03
Build
Build with
empathy for
the user
Measure
Test with future
users and see how
they respond
Learn
Pivot or persevere

12. vs
Salesforce Сustom Development
The buying vs building decision is crucial and shouldn’t come down to a coin toss. Your decision will impact your store’s future.
Therefore, be data-driven, assess alternatives, and focus on the results. Below, we compare custom development and Salesforce to
help you understand what’s right for you.
FUNCTIONALITY
ACCESS LEVELS &
USER ROLES
BUDGET & TIME
DESIGN
Use Salesforce Go Custom
You need functionality that
already exists in
Salesforce CRM
You won't have many
employees and
departments use a CRM
You need a quick solution
and are short on money
You're okay with
Salesforce customizable
design options
You require custom
functionality to align with
your unique business
processes
You'll have many
employees/departments to
use a CRM
You have the resources
necessary to build a CRM
system from scratch
You want to reflect brand
identity across product
lines