How Salesforce CRM can help you boost your retail business amidst the new normal

How Salesforce CRM can help you boost your retail business amidst the new normal

COVID-19 has undoubtedly created fluctuations in the retail business industry. During the lockdown, retail purchases all over the world were affected, witnessing a huge drop in consumer demands and dramatic shifts in buying patterns.

The main factors that affected retailers in these unprecedented times were the high cost of operations, non-availability of products and transportation issues.

It has become imperative for businesses, especially retail, to shift swiftly from conventional channels to digital modes of selling to adapt and thrive in this new normal.

A complete digital transformation by adopting omnichannel, cloud-based CRM to help retailers overcome disruptions and regain customer confidence is the need of the hour in these unprecedented times. First, let us look at five ways how retailers can innovate, stay relevant in these unprecedented times and boost business.

Acquire customers through smarter targeting

There’s been a clear rise in customers buying online. Shoppers can continue to make use of shopping apps, messaging platforms, social media, smart speakers and other such means to make purchases. Brands can also provide customers with experiences and transaction opportunities on channels that they’re most comfortable shopping from. Customers always spend time on channels of their choice. Hence it becomes very important to be able to target the right customer on the right channel, giving them the right offer at the right time.

Providing a seamless shopping experience

Customers want a seamless shopping experience across every platform, be it the web, social media, mobile or the store. With omnichannel order management capabilities, shoppers can buy anywhere and retailers can sell anywhere, at any time.

Increasing conversion and customer loyalty

It is important to have genuine conversations with shoppers, in their preferred channels. By personalizing every conversation and empowering customer service agents to respond faster, you will ensure customer satisfaction and loyalty in the long run.

Personalizing every path to purchase

A key facet of CRM is personalizing the buying experience. Personalization platforms driven by Machine Learning which offer companies an opportunity to engage their customers with digital experiences and adjust automatically to changing sentiment and behaviour in real-time are extremely crucial.

There are many personalization techniques that retail businesses can advance during this crisis.

Salesforce CRM integrates well with eCommerce business personalization solutions to retain existing customers and get new customers as well.

Improving merchandise agility and visibility

Retailers have been working behind the scenes to minimize disruption to their supply chains. Building on this, retailers should also be able to provide customers with inventory visibility updated to the minute. This gains more importance now, as customers are becoming more selective about how they shop, and what they choose to buy. Customers shouldn’t have to risk visiting a physical store, only to find out that the particular product they were looking for isn’t available. Your website should show what products are available, so customers know exactly what they want before making a visit to the store.

Wrapping up

The customer demand for a seamless, frictionless shopping experience online or offline hasn’t really changed. However, since the pandemic, these demands have gained a lot more importance. Having a good omnichannel, cloud-based CRM goes a long way in getting rid of possible points of friction and making the customer experience seamless and free of conflict. SalesforceCRM offers solutions which help enhance the customer buying experience by staying connected and delivering round-the-clock service. Seamless collaboration across different departments such as sales, marketing, store managers, inventory, supply chain and customer service increase customer satisfaction and boost revenue for the retail business. Order management through multiple channels helps in delivering smarter service and enhances customer loyalty in retail.

Retailers can also leverage customer data stored on SalesforceCRM to send targeted marketing campaigns across channels, thus improving the quality of prospects through relevant engagement and boosting the sales pipeline.

Jarvis is among the top partners for market leaders in CRM such as SalesforceCRM and many more. Experts at Jarvis work closely with retail businesses to understand their needs and accelerate technology implementation to help drive better business outcomes. Their expertise lies in evolving CRM solutions and giving high quality professional services. Learn more about the best strategies to help you boost your retail business with SalesforceCRM from our experts.

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7 marketing challenges and how CRM can help

7 marketing challenges and how CRM can help

Technology is changing the landscape of digital marketing, and you should not be left behind in this revolution. Being an early adapter is of great importance in this competitive market.

However, even with technology, you could face challenges in your marketing if your customer data isn’t properly integrated, or your sales and marketing teams aren’t on the same page with their business goals, among other things.

Here are seven marketing challenges that you are likely to face without using a good CRM software on a day-to-day basis

Data integrity

The basic information that you have about your customers will keep changing. They could get promoted and change their job title. They could change their residential address. They could change their surname after marriage. Dynamic changes like these will change the segment of the market that you will be catering to. For both B2B and B2C marketers, it is essential to keep track of these changes. Having inaccurate or incomplete data will not only make it difficult to reach these customers, but also make it really challenging to get the right messaging across to them. How can you engage with your buyers when your systems do not reflect the most current customer data??

Integrating CRM with Social Media

When you know what your prospects like, share, or talk about on social media, it becomes that much easier to engage meaningfully with them. It becomes important to not just track the prospect’s journey on social media, but also to integrate it with your CRM platform. The challenge faced by marketers here is integrating the prospect’s social media data with their various internal systems accurately. 

Aligning Sales and Marketing

The primary goal of both B2B and B2C marketers is generating qualified leads. These leads should meet the criteria of the ideal buyer persona they are targeting. This goal differs from that of their sales colleagues, whose primary responsibility is to close as many deals as possible by prospecting buyers. In essence, with their goals and core responsibilities being different, marketing and sales function as two different entities and it can be difficult to get them aligned on the same page over common business goals

Mapping the customer journey

Customers go through different stages across multiple devices before they eventually make a purchase decision. They may see an ad on their smartphone web browser, follow your brand on Facebook or Twitter, search for a product on their tablet, and finally buy it using their laptop. Studies suggest that between 41% and 65% of all purchases involve multiple devices. Marketers are only identifying a small share of these purchases made through multiple devices. To interact effectively with leads, you should be able to identify where they are in their personalized customer journey and predict where they are likely to go next. You should also be able to predict what channel they will use for that next step.

Identifying new prospects

When you have incomplete customer data, you are likely to miss identifying a potential customer. For instance, the prospect’s smartphone cookies may indicate that they aren’t interested in a particular product, while their laptop browser may indicate otherwise.

Incomplete or inaccurate data of this kind can prove to be rather costly. When you are looking to grow your sales funnel, you have to be able to identify these customers and build brand loyalty in the long run.

Keeping the customer experience consistent

Incomplete or fragmented data can also lead to an inconsistent and frustrating customer experience. When you do not realize that multiple identifiers represent the same customer, you might well end up reaching out to that same customer several times, offering them something they might already have taken. For example, offering them a coupon for a product they already purchased. This will not just annoy the prospect, it will also end up damaging your company’s reputation.

Maintaining privacy

Marketers have to constantly uphold privacy standards while still using customer data to enhance their marketing. Privacy holds even greater significance in this day and age where there is so much of customer data available in the public domain, and this data is liable to be misused. Key information that identifies an individual, such as name email, address, or street address must not be stored on any data management platform. 


In the digital-first world, eCommerce enterprises have to deliver consistent, seamless experiences across all customer channels to retain them and also grow their customer base. 

Jarvis provides the latest technology solutions to leaders in the CRM space to ensure a holistic customer experience. Their dynamic and constantly evolving omnichannel solutions ensure that customers receive seamless omnichannel experiences across touchpoints and their journey is mapped at all these points, without compromising on their privacy. 

As technology partners, Jarvis delivers constantly engaging online experiences that have helped boost sales and rapidly improve customer retention rates for online commerce enterprises. They also have the ability to develop products for customers, and to launch and maintain them.  

So, are you ready to transform customer experience through technology?

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Top 3 omnichannel retail tech trends and benefits

Top 3 omnichannel retail tech trends and benefits

It is estimated that 51% of companies across the globe use at least 8 channels to interact with their customers across touchpoints. This is indicating towards the fast evolving retail sector that has moved beyond the brick and mortar setups and is leveraging the potential of several online channels to reach out to their customers. 

In this day and age, it’s crucial for retailers to stay ahead with advanced omnichannel solutions that can potentially assist them in their journey.

Omnichannel solutions are providing the necessary digital boost to the retail sector and assisting retailers in enhancing customer experience across multiple channels and setups. And with transformation in technology, the omnichannel solutions keep on offering new features that fuel growth and business outcomes in the retail sector. A few of these become trends and others are just overlooked by the users, based on what value that they add to the overall business success. 

In this article we will talk about top 3 omnichannel retail tech trends and how they can benefit the retail industry.

Personalized Experience

Every buyer is different and purchases different products. Helping your consumers find the product they like without much hassle is the first step towards building their trust amongst them. If you show them what they are actually looking for on the devices and browsers they use, you can gain their loyalty. It is done with the help of advanced features and algorithms that omnichannel solutions use. The omnichannel can easily help you manage your products and their information and show relevant content to your customers.

Along with this, powerful omnichannel retail solutions help you keep your customer information handy. For example, you can send personalized offers to your customers based on their purchase history, give discounts to loyal customers when required and thereby provide them an enhanced personalised experience.

Engagement & Loyalty Programs

Loyalty programs are trending across the retail industry. They’re one of the most important steps towards achieving your business goals. Loyalty programs help in retaining customers and building long-standing relationships with them. Omnichannel retail solutions with the latest features help management teams have all information related to sales and which channels customers are using to buy from them. They can also keep track of every customer’s details and use them to enhance engagements by communicating frequently through messages, emails or calls.

If you are a retailer and are using an omnichannel retail solution, you can also chalk out loyalty programs for your customers and enhance the overall customer experience. These loyalty programs can be targeted towards specific customers based on their buying habits or can be for all. You can decide what’s best for you by leveraging the capabilities of omnichannel solutions that help you understand how customers are buying from you and what products are selling the best. 

Better Product Management

The latest omnichannel solutions help you manage your products better and collaborate with disparate sales, management and marketing teams over product information. This helps you have a better understanding of your overall business and chalk out the best strategies that you need to implement for your retail business. You can show relevant content to your customers across all customer touch points and reap the augmented business results.

Why Jarvis?

Jarvis offers you an advanced cloud-based omnichannel solution that breaks the siloed customer experience, realigns the overall product management and helps you go to market faster. The latest features of Hybris help you reach out to your customers with a better understanding of your retail business spread across channels and stores and get the desired business outcomes.

Learn more about Hybris.  Talk to the experts and revolutionize your retail business to stay in sync with the current trends.