Salesforce for retail and wholesale

Where we fit

Retailers and wholesalers usually hold customer data in several places: ecommerce, point of sale, loyalty and service. Each one sees part of the customer, so marketing struggles to personalize and service lacks context. Bringing those views together is where Salesforce work tends to pay off.

How we approach it

The right starting point depends on the systems you already have and where the gap is. Typical work in this sector:

• A unified customer view. Where data lives across several systems, Data 360 can bring it together into one profile for marketing and service.
• Lifecycle marketing. Welcome, browse and cart abandonment, replenishment and win-back journeys in Marketing Cloud Engagement or Marketing Cloud Next.
• Wholesale and B2B accounts. Account and order history in Sales Cloud for buyer relationships that work differently from consumer retail.
• Measurement. Reporting that ties campaigns to orders and revenue, not just opens and clicks.

Starting point

A 30-minute discovery call. We will look at where your Salesforce and data stand today, tell you honestly whether this is work we are the right people for, and name the two or three fastest wins we can see.

Common questions

How does Salesforce for retail create one view of the customer?

Where customer data lives in ecommerce, point of sale, loyalty and service systems, Data 360 can bring it together and resolve the same shopper into one profile. Marketing and service then work from that profile instead of four partial ones.

Which lifecycle journeys do retailers start with?

Common starting points are welcome, browse and cart abandonment, replenishment and win-back journeys, built in Marketing Cloud Engagement or Marketing Cloud Next. The right first journey depends on where your customers drop off.

Does wholesale need a different setup from consumer retail?

Usually, yes. Wholesale buyers are accounts with order history and ongoing relationships, which fits Sales Cloud better than a consumer marketing list, so the two are often modeled differently.

Can we tie campaigns to revenue, not just clicks?

When order data is connected, reporting can tie campaigns to orders and revenue. That is far more useful to leadership than open and click rates on their own.

Other industries