Salesforce B2C Commerce received the highest possible scores from Forrester in areas crucial to customer success; market presence, personalization, artificial intelligence, business intelligence and analytics, and ecosystem.
The most innovative enterprise cloud ecommerce solutions are transforming retail, empowering brands to do more, grow faster and more efficiently than they ever thought possible. Forrester notes, “As legacy technology becomes outdated and less effective, improved evaluation criteria will dictate which providers will lead the pack. Vendors that can provide a better shopping experience with efficient business user interfaces and operational excellence position themselves to successfully help their clients grow revenue, deepen customer loyalty, and expand into new markets.”
It is precisely those three things on which we are laser focused. How are we helping our retail Trailblazers grow revenue, deepen customer loyalty and expand to new markets?
First, our ongoing investment in AI, with Salesforce Einstein. In its evaluation, Forrester notes that “Salesforce Einstein infuses experiences across all aspects of the platform, including search, product recommendations, and product content improvements.” In fact Artificial Intelligence powered by Einstein is live on scores of global sites driving significant lift in GMV. One of these retailers, London-based Marks and Spencer, has seen such success that its Head of Digital Product, International said, “We don’t launch sites in any new countries without it.”
Second, Salesforce is consistently adding new functionality to our B2C Commerce product help our customers grow revenue, accelerate time to value, and connect with their customers in a whole new way. One example, Salesforce B2C Commerce’s new Storefront Reference Architecture empowers retailers like Puma to streamline mobile shopping and increase conversion, all while getting to market faster. At the same time, our multi-tenant cloud platform means that customers like Labelux can launch new global sites with lightning speed, and implement new capabilities as they become available, 8-10 times per year.
Third is our shared success model, which is a key differentiator for Salesforce. Everything we do, from product development to our technology investments, strategic partnerships and more, is to ensure the success of our customers. According to the Forrester report, “Salesforce B2C Commerce is sold on a revenue share model as a percentage of GMV. This combination is powerful,” with one customer cited in the report as saying: “The [Salesforce] customer success manager calls me to suggest improvements to grow revenue for no extra fee because of the revenue share model.”
Integration with the world’s #1 CRM
Finally, we know that the shopper journey involves so much more than the transaction. The best experiences pull it all together, integrating marketing, sales, community, service, analytics and commerce to deliver the best, most complete experience that empowers brands to connect with their shoppers in a whole new way. As part of the world’s #1 CRM, Commerce Cloud is uniquely positioned to empower companies to deliver a consistent brand experience throughout the entire customer lifecycle, regardless of the sales channel or device.
We are grateful to be recognized by Forrester as a leader, however the greatest measure of our success is the voice of our customers. They are at the core of everything we do, and this recognition belongs to everyone in the Salesforce Ohana.
Customers, partners, and everyone in the Salesforce ecosystem will learn much more about what makes Commerce Cloud a Leader in The Forrester Wave™: B2C Commerce Suites, Q3 2018, at Dreamforce.