Digital Transformation in Retail Industry with Salesforce CRM

Over the previous few decades, the retail industry has changed considerably. The COVID-19 pandemic outbreak caused changes in the retail businesses due to which the global retail sales have plummeted as client spending habits and requirements have changed. And, competition has made everything even more difficult, no matter what sector you’re in. Many competitors have already transformed themselves. So, you must ensure that you stand out in your sector and intend to rule it out.

The retail industry is a dynamic environment. Retail must be fluid and adaptable to stay up with consumers, who are always evolving with various needs and interests. However, a few factors, such as the internet and digital technology, have changed the way retail operates. There are now so many new and different retail technology solutions available that it has become its industry.

While internet shopping is a formidable standalone player, digital retail solutions have had a greater impact on the existing retail landscape. This is because traditional brick-and-mortar retail has been compelled to develop to compete with the new digital retail business, which has opened the way for retail technology. So, to deal with its digital transformation needs and empower itself to tackle different challenges, the retail industry must adopt Salesforce CRM as a prime tool. This blog brings the dynamics of using Salesforce CRM in the retail industry and how it supports them in their digital transformation journey.

Salesforce for Retail Industry

From mom-and-pop shops to online retailers to enormous chains, the retail industry encompasses enterprises of all sizes. All of these firms have one thing in common, they sell things to their clients and they need to keep attracting new customers and repeat business. This holds whether you’re selling clothing, technology, consumer durables, or even food.

Although the target demographic may change, the purchasing cycle may be shorter or longer, and competition may be a niche or intense, all retailers must continue to drive sales of specific products, whether sold individually or in bulk. Customer experience, the quickness with which customers may place and receive orders, as well as access to customer service, is one of the keys to generating sales. Salesforce is an important tool in this process.

Salesforce marketing cloud for the retail industry is a customer relationship management (CRM) system that allows them to manage and expand client relationships and promotions. It enables the brand to communicate with all of its current and prospective customers across all platforms, including emails, online, mobile, and the internet. It streamlines your marketing operation and boosts productivity through effective consumer interaction.

Digital Transformation priorities in the retail industry

For consumer packaged goods companies, Salesforce has designed the ideal CRM. Salesforce may be tailored to meet the unique requirements of any company. It enables your company to track every piece of data, develop dashboards, send automated notifications, and truly comprehend critical performance indicators. You can use Salesforce to improve your marketing, planogram, inventory management, and customer interactions. Here are the major priorities of the retail industry regarding digital transformation that Salesforce can accompany them in:

  • Data Synchronization

To provide a great customer experience, sales and service staff must have complete information on the customer’s purchasing history, preferences, and any other relevant data.

  • Marketing Automation

When a customer is ready to make a purchasing decision, it’s all about gaining mind-share and then pushing that decision. Automated marketing practices enable businesses in making their customers aware of their beneficial products and services.

  • Data analysis & visualization

It’s critical to have business tools that can assist you to develop insights based on past performance and even forecast future performance. These insights can help you target specific customers based on their particular histories, segment customers based on similar habits, and plan promotions.

Why does the retail industry need to adopt a cloud-based CRM like Salesforce?

By gathering data and offering personalized, engaging marketing material, cloud-based CRMs drastically boost conversions in the retail business. Following are its main benefits and the reasons for the retail industry to adopt a cloud-based CRM.

  • Understanding their clients & customers

When customers move between networks, they leave crucial data behind. Analytics creates accurate client profiles using consumer data collected from each item purchased on an online marketplace, viewing a website, or speaking with a business consultant. The company gains a better understanding of its customers, thanks to these profiles. You can also leverage predictive intelligence capabilities to build personalized messaging.

  • Productive Marketing & Customer Loyalty

Targeted emails that highlight specific consumer demand for a product and make use of previous customer purchase patterns tend to run the retail business smoothly. Furthermore, the salesforce retail marketing cloud analyses customers’ best shopping habits and offers refunds, discounts, and other incentive services to keep customers coming back and expand new business opportunities.

  • Better team collaboration

The general goals of the retail industry are characterized by seamless collaboration among in-house personnel, including sales, operations, and marketing. The addition of qualified individuals to the current workforce reduces the logistical tasks of the various retail business divisions, allowing them to focus on customer-centered goals.

  • Improved Customer Support

Every retailer recognizes the importance of providing exceptional customer service. Salesforce Marketing Cloud includes Interactive Messages and uses AI technology and cognitive analytics to help marketing businesses successfully target consumers. This results in better customer support and communication with them.

  • Customer well-being & prediction

Customers’ well-being is taken care of via the Marketing Cloud. If there is a problem that has to be handled, sending an SMS alert to a retail consumer is a great example. Salesforce marketing cloud gathers data, researches as necessary, and swiftly completes tasks, allowing you to make decisions in the following step and forecast results with high precision using consumer insights.

Importance of using the Salesforce CRM in post-COVID-19 pandemic period

The year 2020 will be remembered as the year when retail was permanently transformed. We noticed large jumps in demand for groceries and other household goods, as well as an incredible boom in digital growth when COVID-19 triggered an international emergency. As they manage substantial adjustments in category preferences, channel preferences, and customer buying behavior, retailers continue to adapt to the crisis with agility and resilience. In this tough time, Salesforce CRM can accompany the retail industry in the following ways:

  • Helping in the rise of E-commerce and online engagement
  • Empowering the crucial integration of offline-online integration
  • Helping in establishing proactive communication
  • Stabilizing the new demands of consumers


Today’s retail industry is more than just displays of wood frame storefront windows. Modern retail customers want personalized messages and special offers tailored to their demands. The salesforce marketing cloud is simple to use and boosts your retail business’s exchange rates by gathering information and offering tailored, engaging marketing material.

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