How to improve your customer relationships? How to optimize your e-commerce capabilities? How to make data-driven decisions? How to handle consumer data securely? 

These questions have been on my mind for a long time without finding satisfactory answers. But I’ve finally discovered a path that I’d like to share with you. 

The reality is that approximately 18% of e-commerce companies struggle to maintain effective customer engagement. This struggle results in an estimated 20% loss in annual revenue, a predicament that is worsening as online shopping becomes more prevalent, accounting for nearly 25% of all retail sales.

By the end of this guide, I hope you’ll not only have a basic understanding of how to build a customized e-commerce CRM, but you’ll also be armed with case studies, best practices, actionable tactics, and current trends. So let’s dive in!


Throughout my 8-year journey in the fast-paced world of e-commerce, I have wrestled with several challenges. The main issue that kept coming up was the lack of strong customer relationships. This lack not only resulted in lost opportunities but also tarnished my brand’s reputation and resulted in a significant loss of revenue. I also found the e-commerce platform to be incredibly complex to manage. The systems in place were far from efficient, resulting in a waste of time and resources. Equally frustrating was my attempt to make data-driven decisions. Without the right tools to effectively interpret and process data, I often felt like I was shooting in the dark, desperately hoping to hit my target. 

For example, a lack of robust tracking mechanisms often meant that vital information about potential customers fell through the cracks. The light at the end of the tunnel, however, came in the form of an e-commerce CRM solution. This experience underscored the importance of integrating standardized data management practices and robust systems to not only support smooth operations but also enable informed decision-making in the dynamic world of e-commerce. Let’s review these issues before I discuss how I navigated and ultimately resolved them.

What is an E-Commers CRM System?

A Customer Relationship Management (CRM) system for e-commerce is a device created to collect, examine, and make use of customer data for an e-commerce company with the primary goal of improving customer interactions. 

Email, social media, live chat, and phone calls are all monitored by this complicated system. Organizations may learn more about consumer preferences, behavior patterns, purchase trends, and other crucial insights by using this data. As a result, businesses may offer more customized experiences, increase customer satisfaction, and finally increase revenue.  2024 Research

An e-commerce CRM system can also help with customer segmentation, marketing campaign management, customer complaint management, order fulfillment, and other business functions. Essentially, it serves as a central hub for customer information, enabling companies to develop and execute customer-centric strategies.

What Makes a Good E-Commerce CRM?

It’s hard to pinpoint what makes a great CRM in my e-commerce journey. It’s a difficult balance to find one that is not only easy to use but also provides detailed information about customer behavior. In addition, the CRM needs to provide an effective way to personalize customer interactions to improve relationships. But it’s critical to your business.

There are numerous crucial traits of an effective e-commerce CRM system. First off, using it doesn’t need a high level of technical expertise due to its user-friendly design. This guarantees that everyone on your team, regardless of background, can utilize the product to its full potential.

When a CRM can interface with the current hardware and software that your company employs, its potential is greatly increased. An integrated workflow may be created using everything from email platforms to inventory management systems. Automation is one of the most crucial elements of CRM. You may save time and resources by automating some operations, such as sending emails, updates, and reminders.

A powerful CRM also enables you to categorize your consumers based on their purchasing patterns, interests, and actions. Delivering highly individualized customer care and targeted marketing both depend on this degree of comprehension. Such CRMs serve as the hub for your company choices by supplying real-time data, enabling you to react swiftly to shifting market trends.

Businesses may get a comprehensive understanding of their consumers and assess the efficacy of various marketing efforts with the help of intelligent analytics and thorough reporting. Modern CRMs are cloud-based, allowing you to view your data from any device with an Internet connection. This increases the security of your data while also adding a layer of convenience.

An effective CRM system should be customizable to your needs. You may modify the system to meet the particular requirements of your organization thanks to the customization feature. Of course, even how technologically sophisticated a CRM may be, there will inevitably be challenges that a business may have while utilizing it. When assistance is required, a reliable CRM vendor should offer first-rate customer care and support.

The CRM should also be affordable, which is frequently a crucial aspect for many small and medium organizations. The perfect CRM achieves a compromise between offering top-notch features and advantages without charging exorbitant prices.

Benefits of E-Commerce CRM System

From my perspective, the integration of an e-commerce CRM system has been incredibly beneficial. It’s like a magic tool that provides real-time data on customer trends, enabling personalized and more effective strategies. Seamless multichannel communication improves the overall customer journey and increases customer loyalty. Coupled with the automation and workflow efficiencies it brings, the overall growth and development are significant. Overall, the implementation of a CRM system has been critical to the success of my e-commerce efforts.

Benefit #1 Improved the customer experience

Businesses may better understand consumer behavior by personalizing products and services to fit client demands utilizing a CRM system. A personalized experience that boosts pleasure is the end outcome. Additionally, businesses may anticipate consumer demands to provide better services, adjust to shifting market conditions to stay competitive and improve ties with current clients. In my case, it helps to curtail customer complaints by offering timely personalized solutions

Benefit #2 Improve customer retention

By effectively using CRM, companies can actively monitor customer interactions and behaviors to identify emerging trends and patterns. These insights can help a company improve its customer interaction methods and make changes where necessary to increase customer loyalty. The result is a superior customer experience that builds loyalty and increases the likelihood of repeat purchases. In addition, companies can use this data to predict future buying trends, enabling them to anticipate customer needs and gain an edge over the competition. In my case, within just six months of implementing an effective CRM strategy, I achieved a +24% increase in customer retention. This increase not only brought us higher profits but also significantly reduced our customer acquisition costs, as it is typically much more expensive to acquire new customers than it is to keep existing customers happy and satisfied.  

Benefit #3 Streamline operations

CRM systems provide practical tools to simplify many business processes, such as sales, customer service, and even marketing strategies. This comprehensive approach improves operational efficiency and simplifies and streamlines interdepartmental activities. In addition, CRM systems can reduce human error by automating repetitive tasks, freeing up valuable time and resources. With this improved performance, you can focus on tactical business expansion. Centralizing CRM data also makes it easier to update and access information, which supports efficient decision-making and promotes transparent communication throughout the organization.

Benefit #4 Make informed decisions

Organizations can make fast, informed decisions with the real-time data and insights that CRM systems provide. In a rapidly changing business climate, this dynamic characteristic is an important asset. Beyond immediate decisions, the information CRM systems provide is critical for strategic planning and forecasting. By evaluating historical patterns and current data, companies can better understand future market trends and customer behavior. As a result, you can create a marketing plan, product upgrades, and overall business strategy that will help your company’s growth and competitive position.

Benefit #5 Increase revenue

CRM simplifies communication, improves customer service, and fosters loyalty which leads to increased revenue and sales. It does this by understanding customer behavior, enabling personalized engagement, and fostering a positive customer experience that drives referrals and repeat sales.

Benefit #6 Cost-effective marketing

By providing companies with a comprehensive view of consumer preferences and habits, CRM systems are an effective tool for developing targeted marketing campaigns. The success of marketing campaigns can be improved by tailoring strategies to the unique characteristics of specific consumer segments. These targeted initiatives reduce waste while increasing return on investment. By more accurately identifying receptive audiences, companies can avoid wasting resources on uninterested prospects. In addition, customers are more likely to respond to relevant and customized communications, which improves customer retention and, in turn, brand loyalty.

Benefit #7 Robust analytics

Through its powerful analytical and reporting capabilities, CRM is a strategic tool that helps companies gain critical information about customer behavior and the effectiveness of their operations. Armed with this knowledge, companies can modify their plans to better meet customers’ wants and needs. This deep insight helps companies drive customer engagement strategies and operational efficiencies, ultimately improving overall business performance. CRM systems can identify and examine trends to predict future customer behavior.

Benefit #8 Scalability

CRM solutions offer scalability and flexibility as your business grows and industry trends change. Manage an expanding customer base, provide superior service, and respond quickly to market changes. Their customizability ensures your ability to adapt to your company’s specific needs in a changing business environment.

Before experiencing these benefits, I had a theoretical understanding of the many benefits of an e-commerce CRM system. I knew that effective CRM could play a pivotal role in customer satisfaction and retention, but I hadn’t seen that power in action. As I delved deeper, I soon realized that building an effective CRM wasn’t just about integrating a platform into our business; it was about deeply understanding our customers and learning to address their unique needs in a customized manner.

Building Custom E-Commerce CRM – Step-by-step Guide

CRM development should follow SDLC guidelines because it is no different than the development of a typical application. As someone who builds custom e-commerce CRMs, I am always excited by the fascinating and complex journey they represent. Starting with the definition of clear business needs and CRM requirements, I painstakingly weave my way through the challenges of programming and customizing a system from scratch. The balance between ensuring seamless integration with existing systems and rigorous testing to iron out any kinks requires more than a fair share of brainpower. Not to mention the subsequent steps I take to train staff for a streamlined user experience. All in all, it’s a complicated, demanding task, but seeing a customized CRM solution come to life to meet the exact needs of the business is immensely satisfying. Now, I’m going to describe my recipe for building a Custom E-commerce CRM step-by-step guide.

1. Understand your needs 

Before beginning, it’s critical to define precisely what you want from your CRM. You can require services like sales tracking, client data management, returns processing, and customer support interaction management as an owner of an online business. Make a note of each of these crucial components to aid with CRM design. Your system will be properly customized to match your specific demands thanks to this procedure.

2. Develop a roadmap. 

Make a roadmap or visual prototype of your ideal CRM once you’ve decided on the features you desire. Ideas for the layout, the user interface, and a diagram outlining how the various components will work should all be included. Always consider the end user. The CRM must be simple and intuitive to use since how people use it will determine how effective it is.

3. Hire a team

If you lack the technical knowledge to create your own bespoke CRM, it is best to employ a qualified development team. To ensure they comprehend your specific requirements, look for a team with expertise in developing CRM systems, particularly those who have worked on projects for e-commerce enterprises. To make sure they comprehend your idea and specifications, share it with them.4. Build the CRM 

With a skilled development team in place, the CRM design phase can begin. Your conceptual design will be used by the programmers to create the CRM system. It’s important to keep the lines of communication open with the developer during this phase. This will allow you to provide immediate feedback and ensure that the finished project meets your expectations and vision.

5. Test

Setting up the CRM requires a thorough assessment of the company’s capabilities. All features and interfaces should be thoroughly tested to ensure that they work as intended. Involving some of your employees in the testing process will allow them to evaluate and suggest ways to improve the program. As a result, you will have access to a variety of viewpoints and be better equipped to identify potential operational weaknesses.

6. Train

Thoroughly train users on the new CRM before implementation. This will facilitate a smooth transition and help ensure that they can use the system competently and successfully once it is fully operational.

7. Implement & Monitor

After a smooth setup, pay close attention to how your CRM is performing. Be sure to monitor how well your sales and customer service representatives are using it. This is essential to ensure that the product is helping you achieve your business goals.  Regular system upgrades are necessary to keep up with the ever-changing technology landscape. The relevance and effectiveness of the CRM system can be maintained through ongoing system enhancements based on user input and new business requirements. 

8. Make regular updates

Keep up with the latest developments and trends in the ever-evolving field of technology by regularly updating your CRM system. In addition, you may need to either add new features or remove current features to make the CRM system more efficient and user-friendly, depending on ongoing user input and changing business needs.

It’s no secret that I’m now part of the team at Flatlogic, a company known for creating customizable dashboard templates and app designs. It’s this commitment to constant evolution based on the latest technological advances and user needs that reinforces our approach to understanding and implementing CRM systems. At Flatlogic, we believe in the principle of evolution and adaptability, especially when it comes to technological developments and trends. As part of this dynamic field, we understand that there’s always something new to learn. That is why we are constantly updating and optimizing our CRM system, adding new features or tweaking existing ones based on continuous user feedback and evolving business needs.

Building Custom Enterprise CRM Solution on Flatlogic Platform

Flatlogic is a platform that provides companies with customized e-commerce CRM solutions. Businesses can tailor their CRM to their specific needs, simplifying operations and improving customer relationships. At Flatlogic, ensuring robust security mechanisms to protect customer information is a top focus. We also strive to offer a wide range of connectivity options to provide a seamless interface with existing enterprise systems. Our eCommerce CRM systems are scalable and user-friendly with a set of easily customizable templates for a quick start. Our CRM solutions have established themselves as a reliable option for businesses looking to improve the way they handle customer interactions, as they are affordable and provide outstanding customer care.

Benefits of Flatlogic Platform

  • Improves performance by providing fully configurable CRM software that is tailored to your company’s specific needs.
  • Easily integrates with a variety of enterprise tools, programs, and applications to provide a comprehensive customer management solution.
  • Our CRM expands as you do, and Flatlogic’s scalability can keep up with increasing user loads and data volumes while maintaining speed.
  • You can rest assured that your information is adequately protected thanks to our focus on strong data security procedures.
  • Because you only pay for the services you use, Flatlogic is more affordable than most commercial CRM systems.
  • Flatlogic’s world-class, responsive service makes the design and installation of your CRM solution a simple process.

Features offered by the Flatlogic Platform

  • You can add or remove any field or module to meet the needs of your business.
  • Improve efficiency and productivity by automating repetitive tasks.
  • Use sophisticated search and filtering tools to quickly find the information you need.
  • Use in-depth analysis and effective reporting to make business decisions based on insightful data.
  • Use tools such as shared views and task delegation to foster cooperation and collaboration across your organization.
  • Accurately control and track all tasks and activities in your CRM.
  • Start from scratch or choose from a variety of proven templates.

How to Build Custom E-Commerce CRM – Flatlogic Guideline

Using the Flatlogic Full-Stack Generator you can create an enterprise business application in a few minutes. To start using the Platform, you need to register on the Flatlogic website. Clicking the “Sign in” button in the header will allow you to register for a Flatlogic account.

Step 1. Choosing the Tech Stack

In this step, you’re setting the name of your application and choosing the stack: Frontend, Backend, and Database.

Step 2. Choosing the Starter Template

In this step, you’re choosing the design of the web app.

Step 3. Schema Editor

In this step, you can create your database schema from scratch, import an existing schema, or select one of the suggested schemas. 

To import your existing database, click the Import SQL button and select your .sql file. After that, your database will be opened in the Schema Editor where you can further edit your data (add/edit/delete entities).

Suppose you are not familiar with database design and find it difficult to understand what tables are. In that case, we have prepared some ready-made sample schemas of real applications that you can modify for your application:

  • E-commerce app;
  • Time tracking app;
  • Book store;
  • Chat (messaging) app;
  • Blog.

Or, you can define a database schema by clicking on the “Generate with AI” button. You need to type the application’s description in the text area and hit “Send”. The application’s schema will be ready in around 15 seconds. Flatlogic’s AI-Drive text-to-app tool is going to convert your description into a working application. You may either hit deploy immediately or review the structure to make manual adjustments.

Next, you can connect your GitHub and push your application code there. Or skip this step by clicking the Finish and Deploy button and in a few minutes, your application will be generated.

After that, you will be able to modify the code of your application to meet your specific needs, or you can contact us for help.

Summing Up

By sharing my journey and insights into the design and implementation of an e-commerce CRM system, I hope to have demystified the process for you. CRM systems are not just about data management and business operations; at their core, they are about customers – understanding their needs, predicting their behaviors, and improving their interactions with your company. By taking a customer-centric approach, your CRM system can become a powerful tool that drives customer loyalty, improves sales, and accelerates revenue growth.

Let’s move on to a more important question – why should you choose Flatlogic to build your own eCommerce CRM software?

Why build custom e-commerce CRM software with Flatlogic?

Flatlogic offers a cost-effective option to build a CRM from scratch, proving to be a budget-friendly solution to build a sophisticated e-commerce CRM system. Implementation time can be significantly reduced to improve efficiency by using editable templates. Flatlogic offers in-depth technical support for any questions or potential problems. The platform is built to be future-proof, which is important. It is a reliable option for your business as it can scale and adapt to future changes in your e-commerce needs and keep pace with technological improvements.