Does Shopify have a CRM? What is built in, what is missing and what it costs

What Shopify includes for managing customers

Shopify's customer tools are better than many people expect, and plenty of stores need nothing more. Here is what you get before paying for any extra apps.

• Customer profiles. Anyone who places an order is added to your customer list automatically. Each profile holds contact details, addresses, tax settings, the full order history and a timeline of the emails Shopify has sent that person.
• Private notes and tags. Staff can add notes that customers never see, and tag people with labels such as "VIP" or "wholesale". You can then build segments from those tags.
• Segments. These are dynamic lists built from rules: customers in a certain city, people who have bought more than once, or a predicted spend tier. People join or leave a segment automatically as they meet or stop meeting the rules.
• Marketing consent. Each profile records whether the person agreed to email, SMS or WhatsApp marketing, which matters under GDPR and similar laws.
• Shopify Messaging (formerly Shopify Email). You can send campaigns to your segments from the admin. At the time of writing, paid plans include 10,000 emails a month and charge a small fee per thousand after that.
• Shopify Flow. A free automation app on the Basic, Grow, Advanced and Plus plans. It watches for store events and runs actions in response, such as adding a tag to a customer after a large order.
• Shopify Forms and Shopify Inbox. Both are free apps. Forms adds sign-up and enquiry forms whose submissions create customer profiles and can tag them. Inbox adds on-site chat with an AI sales assistant.

For a straightforward online shop, where people browse, buy and come back, that list covers most of what a CRM would do for you.

What is missing compared with a real CRM

Shopify is built around the order. A CRM is built around the relationship, including the part before anyone buys, and that is where the gaps show.

• No deal pipeline. You have nowhere to move an enquiry through stages such as "quote sent", "waiting on deposit" or "won". Draft orders help with quotes, but they are not a pipeline. If someone asks about a $3,000 custom sofa, Shopify does not really know about them until they pay.
• No tasks or reminders. You cannot give a colleague a task like "call Sarah back on Thursday" and see it on a shared to-do list.
• No lead scoring. The predicted spend tier helps rank people who have already bought. Nothing scores enquiries from people who have not bought yet.
• No shared email history. The profile timeline records the emails Shopify sends. Conversations in your own Gmail or Outlook inbox are not logged against the customer.
• No bookings or invoices for services. If you sell workshops, fittings or installation alongside products, you need separate apps for scheduling and for chasing unpaid invoices.

For a pure product store, none of this is a flaw. It only matters when enquiries, quotes or follow-up calls are a real part of how you make money.

Does your Shopify store actually need a CRM?

Here is a quick way to decide. You probably do not need one if:

• almost every sale happens at checkout, with no conversation beforehand
• your average order is modest and repeat sales come from email offers
• one or two people run the shop and know the regulars

You probably do need one if:

• customers often ask questions before they buy (custom work, made-to-order products, trade or wholesale enquiries)
• a single sale is worth enough that a follow-up call pays for itself
• you sell services as well as products, such as installation, classes or consultations
• more than one person handles enquiries and some are getting forgotten

If you are in the first group, Shopify's own messaging tools or Klaviyo are the sensible choice. Put the money towards stock and better photos instead.

The usual app stacks Shopify merchants use

There is no single "Shopify CRM". Merchants build one from apps, usually in three categories.

Klaviyo for email and SMS marketing. This is a popular choice for stores that outgrow Shopify Messaging. It pulls in order and browsing data, builds detailed segments and runs automated flows such as abandoned cart, win-back and post-purchase emails. Since 2025 Klaviyo has described its platform as a B2C CRM, which is fair for marketing to shoppers. It still does not give you a sales pipeline with tasks. Pricing is based on active profiles. The free plan covers up to 250 profiles and 500 emails a month. After that, the Email plan costs roughly $20 a month at 500 profiles, $30 at 1,000, $60 at 2,500 and $150 at 10,000. Adding SMS starts at about $35 a month.

HubSpot for pipeline, tasks and contact history. HubSpot's free CRM gives up to two users deal pipelines, tasks, email templates and meeting scheduling. The official HubSpot app on the Shopify App Store syncs customers, products and orders. Paid Starter plans cost roughly $15-20 per seat per month, depending on billing and current offers. Two cautions: at the time of writing, most reviews of the official app were negative and mentioned sync problems, and you should expect to set up some workflows yourself. Test it on a small sample of real data before you rely on it, or look at paid connector apps.

A helpdesk such as Gorgias for support. If customer service is the main problem, a helpdesk that shows Shopify orders next to each ticket can matter more than a CRM. Gorgias starts at about $10 a month for 50 tickets, or about $60 a month for 300 tickets, and charges extra for tickets beyond that.

Other apps cover loyalty schemes, reviews, wholesale and subscriptions. This is Shopify's real strength. Its app ecosystem is far larger than any all-in-one platform's, so whatever niche feature you need, someone has probably built an app for it.

What a Shopify CRM stack costs each month

These are typical setups with US prices at the time of writing (October 2026), using annual billing where it is offered. Payment processing fees, themes and other apps are not included, so treat these figures as a minimum.

Two things push the Shopify figures up over time. Klaviyo charges by active profile, so the bill grows with your list. HubSpot charges per seat, so the bill grows with your team, and the step up from Starter to Professional is large. Neither is a bad deal, but budget for where you expect to be in a year, not where you are today.

When a platform with a built-in CRM makes more sense

An all-in-one platform gives up some of Shopify's range in exchange for fewer moving parts. It tends to suit you when:

• you are starting out, or rebuilding, and do not have years of apps and data tied to Shopify
• enquiries, quotes and follow-up matter as much as checkout sales
• you want one login and one bill instead of four
• you have already had sync problems between your store and your CRM and are tired of fixing them

WebNewBiz is one platform of this kind. The Growth plan ($79 a month, $1 for the first month) puts a website, an online store with card, Apple Pay and Google Pay checkout, and an AI CRM in one account. Store buyers become CRM contacts automatically and website enquiries go there too, so there is no sync app to maintain. The CRM reads and scores leads, tracks deals, tasks and bookings, and sends invoices that chase themselves. You can connect your own email, and workflow automations run on triggers such as a form submission or a scheduled date.

There are honest limits. WebNewBiz is a young platform with a much smaller app ecosystem and community than Shopify. Email campaigns are not included in Growth and start on Pro at $149. The cheapest plan, Lite at $9, has no store or CRM. There is no free plan. The AI's first draft of your site still needs your own photos, facts and edits. If you depend on a niche Shopify app, check that WebNewBiz covers the same job before you think about moving.

WebNewBiz is not the only all-in-one option. Our guides on whether Wix has a CRM and what Squarespace offers for customer management look at two other common choices.

When Shopify is still the better choice

• You run a product business with a working store and most sales happen at checkout. Shopify's built-in tools plus Klaviyo are a proven setup.
• You rely on specific apps, such as subscriptions, wholesale portals, loyalty schemes or marketplace connections, that an all-in-one platform cannot match.
• You expect a large catalogue or high order volumes and want a platform that most ecommerce agencies and developers already know.
• You already have a CRM you like that connects to Shopify. Moving your store to get a CRM you do not need is wasted effort.

Moving platforms is real work, because products, customers and redirects all need care. Shopify lets you export your customer list as a CSV file, which helps, but plan for a few weeks rather than a weekend. If you are thinking about moving anyway, our guide to Shopify alternatives compares the main options fairly.

A checklist before you add a CRM to Shopify

1. Write down three follow-up tasks that are slipping today. If you cannot name three, you may not need a CRM yet.
2. Count the people who will use it. Per-seat pricing changes the maths quickly.
3. Estimate the size of your list in 12 months, because email tools charge by profile.
4. Check what syncs and how often: customers, orders, products and refunds, and whether data flows both ways.
5. Read recent reviews of the connector app, not only the CRM. The connection is usually where things break.
6. Check that marketing consent from Shopify carries across, so you only email people who agreed to it.
7. Run a two-week trial with real enquiries before you import your whole list.
8. Add up the total cost of platform, apps, extra seats and SMS, then compare it with an all-in-one plan at the same size.

Quick answers

Does Shopify have a built-in CRM?

Not a full one. Shopify gives every buyer a customer profile with order history, private notes, tags, marketing consent and segments, plus free tools for email, forms and automation. It has no deal pipeline, no tasks for your team and no lead scoring.

Is Klaviyo a CRM for Shopify?

Klaviyo has described its platform as a B2C CRM since 2025, and it is very good at email and SMS marketing driven by purchase data. It is built for marketing to shoppers, not for tracking enquiries through sales stages or assigning follow-up tasks.

Can I connect HubSpot to Shopify?

Yes. HubSpot's official Shopify app syncs customers, products and orders, and HubSpot's free CRM includes deal pipelines and tasks for up to two users. Starter costs roughly $15-20 per seat per month. Test the sync carefully, because recent reviews of the app report sync problems.

How much does a CRM setup for Shopify cost per month?

At the time of writing, $29 a month if you use only the tools built into Shopify Basic, about $59-89 with Klaviyo and HubSpot's free CRM, and around $194-209 for a small team on Shopify Grow with Klaviyo, HubSpot Starter and a helpdesk. Payment fees and other apps are extra.

Is there an online store builder with a CRM built in?

Yes, several all-in-one platforms include one. WebNewBiz Growth ($79 a month, $1 for the first month) includes a website, an online store and an AI CRM, and store buyers become contacts automatically. Its app ecosystem is much smaller than Shopify's, and email campaigns start on the $149 Pro plan.

Should I leave Shopify just to get a CRM?

Usually not. If most of your sales happen at checkout and your store works, add apps instead. Consider an all-in-one platform if enquiries and follow-up are a big part of your business, or if you are starting fresh.

Try it if it fits

If Shopify and a couple of apps are working for you, keep them. If you would rather have your website, store and CRM in one place, try the free AI Website Preview, which designs a homepage from one sentence. It shows you what the WebNewBiz AI website builder would create for your business. When you are ready, you can start for $1 for the first month and cancel any time.