In 2022, after more than two years of adapting to life in a pandemic, expectations of both online and in[1]store buying experiences have risen. More than ever before, retailers, must be nimble and savvy to respond quickly to changing needs and behaviors of consumers or risk falling behind. Consumers’ expectations now include seamless options for both contactless shopping (curbside pickup, contactless payments) and hybrid e-commerce models (click and collect, hyperlocal delivery). To keep up, retailers must invest in people, process, and technology to create seamless and consistent shopping experiences across all customer touchpoints.
Salesforce enables retailers to create great experiences by providing a unified view of the customer across marketing, service, and commerce.
Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) retailers may realize by deploying Salesforce. 2 The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Salesforce on their organizations.
