Leading CRM platform, salesforce.com, has announced Salesforce1 promising retailers can use Mobile Clienteling and Salesforce Communities for Retail to build one-to-one relationships with shoppers anytime, anywhere and on any device to make every customer feel like a VIP.
In addition, its global alliance partners Capgemini and PwC have joined the Salesforce1 for Retail ecosystem to develop innovative new retail solutions built on the Salesforce1 Platform.
Salesforce1 for Retail
Salesforce.com believes the retail industry is at a crossroads. In addition to brick-and-mortar stores, websites and mobile apps are becoming more pervasive and retailers need a strategy that enables them to connect with shoppers seamlessly across every channel. The proliferation of social networks and mobile devices provides new opportunities for retailers to create one-to-one digital experiences but many are struggling with how to connect it all. Today, customers walk into stores anonymously and sales associates have no sense of their interests, past purchases or wish lists.
Salesforce1 for Retail, promises to deliver transformational solutions for retailers that use the power of social, mobile and cloud. It claims to help retailer get to know their customers better than ever before, from understanding the way they like to shop to their favourite colour and the products they’ve pinned to Pinterest, to personalise every aspect of the shopper’s experience, whether it’s in the store, on a website or through a mobile app.
Mobile Clienteling Allows Retailers
Technology has created more informed, more connected customers who are empowered with information. They can access competitive pricing in an instant, easily buy products from around the world and read in-depth reviews from other customers on a mobile device. To drive brand loyalty, retailers today need to connect with customers wherever they are, and deliver a consistent experience at every touchpoint.
Mobile Clienteling claims to 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.
Promised benefits include:
· 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. 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 jeweller 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.
Shelley Bransten, senior vice president of retail, salesforce.com, said: "The retail industry is undergoing massive disruption where brands that do not innovate will fail. With Salesforce1 for Retail, retailers can use the power of the Salesforce1 Platform to personalise the micro-moments that matter along each shopper’s journey as they blend the digital and physical worlds."