Stop keeping customer records in Excel, where data gets lost and calls fall through. Today, CRM is not a luxury but a basic infrastructure for any business planning to grow. It is software that stores the entire history of interaction with a customer in a single card.
For an e-commerce owner, CRM for an online store is the central hub for managing all leads, orders, and communications. It is a system that allows you to see the entire sales funnel in one window, instead of searching for information in messengers, email, and spreadsheets.
Fundamental 
Let’s look at which key aspects of your store’s operations are transformed from “manual mode” into an automated system thanks to CRM.
Problem #1: Losing customers due to lack of a system
Imagine a customer who submitted a request on your website. If their data ends up in a shared Excel file and the manager forgets to process it, you lose the deal. CRM provides strict control. Every new lead instantly creates a task with a deadline. You can see which managers have gone silent and which are working effectively.
Problem #2: No history — restarting every conversation
A customer returns after six months to make another purchase. If the manager does not see previous purchases or questions, they are forced to start the conversation from scratch. This creates an impression of chaos. CRM stores the entire history of customer interactions. This allows any manager to immediately understand the context and provide personalized service.
Problem #3: An opaque sales funnel
Without a system, you do not know at which stage the most deals fall through. CRM visualizes your sales funnel (Lead → Deal under review → Payment → Order completed). This makes it possible to accurately identify the “bottleneck” and understand where to focus efforts to increase conversion.
Problem #4: Routine instead of sales
Managers spend time on routine data transfers between spreadsheets and sending template emails. CRM for an online store automates this routine: it automatically creates deals, generates tasks, and can send initial emails, freeing managers’ time for direct sales.
Overview of popular CRM systems for Ukrainian e-commerce
Choosing the right system is a strategic decision that affects your future costs and opportunities for sales automation. There is no universally best CRM; there is one that fits your current business model.
KeyCRM / KeepinCRM (Local solutions):
Pros — best integration with Ukrainian services (Nova Poshta, LiqPay, Rozetka, Prom). Easy to set up for a mid-sized online store.
Cons — may be less flexible for complex custom logic compared to large global platforms.
HubSpot (Global leader with a marketing focus):
Pros — the most powerful tools for content marketing and sales funnels. Excellent if you plan to actively develop blogs and email campaigns.
Cons — the entry-level version may be excessive and expensive for small businesses, and CRM integration with a website may require additional setup.
Bitrix24 (Enterprise tool):
Pros — a very powerful tool for sales automation and internal communication. Well suited if you already have a large team of managers.
Cons — can be overly complex and overloaded for small e-commerce projects, making fast implementation difficult.
Kliox: integration as a standard, not an add-on service
Our expertise is not limited to website development alone. We understand that any store needs a connection to your customer database and sales department.
We are not tied to a single CRM system. Our team provides full CRM integration with the website at the development stage. This means that as soon as a customer places an order on your platform, all information about them (contacts, products, amount, traffic source) instantly goes into the CRM of your choice.
This eliminates manual data transfer, which is a key time loss. If you have not yet decided on software, we will help you with the selection of a CRM system based on your budget and needs.
Conclusions: CRM is an investment in order and growth
Implementing CRM for an online store is the first and most important step toward a systematic business. It is a tool that records every contact, prevents lead loss, and provides a clear picture of your sales funnel.
CRM is not an expense but an investment that starts saving you time and money from the first day your online store goes live.
Want to see how CRM will organize your sales?
Order a free consultation. Our experts will analyze your current order processing workflow, identify exactly which “gaps” occur in your customer database, and provide a clear CRM integration plan aligned with your business goals.
