News

Salesforce.com introduces Salesforce1 for Retail

June 27, 2014

CRM platform Salesforce.com has announced Salesforce1 for Retail. According to the company, retailers can now leverage Mobile Clienteling and Salesforce Communities for Retail to build 1:1 relationships with shoppers anytime, anywhere and on any device to make every customer feel like a VIP. In addition, salesforce.com global alliance partners Capgemini and PwC have joined the Salesforce1 for Retail ecosystem to develop innovative new retail solutions built on the Salesforce1 Platform.

"The retail industry is undergoing massive disruption where brands that do not innovate will fail," said Shelley Bransten, senior vice president of retail, salesforce.com. “With Salesforce1 for Retail, retailers can use the power of the Salesforce1 Platform to personalize the micro-moments that matter along each shopper’s journey as they blend the digital and physical worlds."

According to the company, with Salesforce1 for Retail, salesforce.com is delivering transformational solutions for retailers that leverage the power of social, mobile and cloud. Retailers can get to know their customers better than ever before—from understanding the way they like to shop to their favorite color and the products they’ve pinned to Pinterest—to personalize every aspect of the shopper’s experience—whether it’s in the store, on a website or through a mobile app. Salesforce1 for Retail enables companies to build 1:1 relationships with shoppers across every channel, increase customer satisfaction and inspire new levels of brand loyalty.

The company said its Mobile Clienteling will empower sales associates with a 360-degree view of every customer, right at their fingertips—including their location, purchase history, shopping preferences, social profile and personal information such as anniversary dates and birthdays. With Mobile Clienteling, store associates will be able to:

Instantly access a customer’s browsing history and past purchases right from an iPad to make recommendations that match their style and budget on the spot. For example, a salesperson can recommend the perfect tie to complement a recently purchased suit.
View a shopper’s social profile to make product recommendations and offer discounts based on what shoppers are pinning and tweeting about. Now, a sales associate will know if a shopper in the store recently tweeted about a camping trip and will be able to instantly offer a recommendation for outdoor equipment.
Create a virtual profile to track customers’ birthdays and anniversaries. For instance, a jeweler will receive a reminder when a client has an upcoming wedding anniversary, so he can invite him into the store and recommend the perfect necklace or pair of earrings.
Get up-to-the-minute information on inventory levels and product data right on a mobile device. With Mobile Clienteling, a furniture store associate helping a customer in the store can instantly pull up a list of coffee tables that are in stock and ready for delivery right on an iPad, instead of having to step away and check a terminal.

Capgemini and PwC also announced that they are leveraging the Salesforce1 Platform to build innovative new retail solutions and deliver deep expertise that enable retailers to manage their business in the cloud and leverage the power of social, mobile and connected apps. Capgemini ClientAssist helps store associates upsell and deliver a better and more intimate level of customer service, resulting in increased shopper satisfaction and loyalty. PwC’s Total Retail Clienteling provides an integrated and personalized customer experience across store, social and mobile channels.