Supercharge Your CRM with AI-powered Apps and Data Cloud

The Salesforce AppExchange boasts a vast marketplace of apps that integrate seamlessly with your Salesforce platform. One of the most exciting advancements is the rise of Generative AI (GenAI) tools. Imagine using AI to automatically generate personalized product descriptions, targeted marketing copy, or even customized sales presentations based on customer data within Salesforce.

To boost efficiency and create a more personalized experience, remember to look for apps that leverage AI to automate tasks like contract generation and proposal creation, freeing up your team’s time to focus on building customer relationships.

Additionally, Salesforce Data Cloud helps retailers by unifying customer data from various sources into a comprehensive view and leveraging AI to provide personalized marketing, predictive insights, and automated customer interactions. This combination enhances customer engagement, and loyalty, and drives sales growth through data-driven decision-making.

Best Clouds & Apps for Retailers: A 2024 Perspective

• Salesforce Service Cloud with Einstein AI: Empower your agents to provide exceptional customer service across all channels (SMS, social, email, phone, web) with the help of AI-powered features like sentiment analysis and case routing.
• Salesforce Commerce Cloud with Einstein Recommendations: Deliver a seamless omnichannel experience for customers, automate repetitive tasks, and leverage AI for intelligent product recommendations that drive sales.
• Salesforce Marketing Cloud with Einstein Engagement: Personalize marketing campaigns at scale, build stronger customer relationships, and leverage AI for audience segmentation and predictive analytics.
• Salesforce Consumer Goods Cloud with Einstein AI helps retailers by streamlining operations, managing trade promotions, and optimizing field execution, while Einstein AI enhances this by offering predictive insights, personalized recommendations, and automated processes. This integration allows retailers to better anticipate demand, improve sales strategies, and enhance customer engagement.

The Power of Multi-Cloud for Retailers

• Guided Selling with Einstein: Sales reps can leverage AI-powered guided selling tools to understand customer needs, ask relevant questions, and receive product recommendations in real-time, all within Salesforce.
• Intelligent Automation: Automate repetitive tasks like order processing, lead nurturing, and appointment scheduling, allowing your team to focus on high-value interactions with customers.
• Seamless Integration: All Salesforce clouds work together to provide a unified view of your customer data. Integrate with AI-powered tools to gain deeper insights and personalize the customer journey at every touchpoint.

The Takeaway: A Unified and Personalized Customer Experience

By leveraging the power of Salesforce clouds, AI apps, and GenAI, you can create a unified and personalized shopping experience that keeps customers coming back for more. Imagine a world where customers receive targeted recommendations, personalized communications, and efficient service across all channels. With Salesforce solutions, that world is within reach.

How AdVic Can Help

Tools like Service Cloud, Commerce Cloud, and Marketing Cloud streamline internal processes by connecting sales associates, partners, and employees with the information they need to provide the right products, messages, and services that build loyalty and revenue. Let’s talk about how AdVic® can help you drive shoppers down the path to purchase.

Related Resources:

Multi-Cloud Salesforce Solution Retailer’s Removes Growth Barriers

Salesforce Ben’s Lucy Mazalon Talks Account Engagement (Pardot) vs. Marketing Cloud

*Images used courtesy of Salesforce.

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In today’s ever-changing digital age, customers are more empowered than ever before. They have access to a wealth of information and can make informed decisions about their purchases. This shift in consumer behavior has led to the rise of Direct-to-Consumer (D2C) companies that sell directly to consumers without involving any middlemen. While D2C companies have been successful in many industries, they have yet to make significant inroads in the B2B space. However, with changing customer expectations and increased competition, B2B companies are beginning to realize the need for a D2C experience. In this article, we will explore how B2B companies can provide a D2C experience.

Balancing B2B and D2C Strategies

Before we jump into how B2B companies can provide a D2C experience, it’s essential to understand what it means. A D2C experience is all about providing a seamless customer experience from discovery through purchase and beyond. It involves removing barriers between the customer and the product while also delivering personalized engagement at every touchpoint.

While this may seem straightforward, implementing a D2C strategy isn’t as simple as it sounds for B2B companies. Unlike D2C businesses that deal with individual customers who often make quick decisions based on emotions or impulse purchases, B2B clients are often representatives of an organization that follows strict purchasing procedures.

Moreover, many B2B sellers rely on distributors for sales and distribution channels. These distributors often represent multiple brands and might not be as invested in promoting one particular brand over another.

To implement a successful D2C strategy, a balance needs to be struck between traditional B2B sales channels and new direct-to-consumer models that offer customers greater control over their purchasing decisions.

Creating Unique Product Experiences

One of the key ways B2B’s can provide successful D2C experiences is by creating unique product experiences. The products need to cater to specific market segments rather than being generic enough to appeal to everyone.

For instance, if your business sells software solutions targeting small businesses, your website should highlight features catered towards those specific demographics – such as pricing plans suited towards small and midsize business (SMB) budgets or integrations with commonly used tools such as Salesforce CRM software.

Personalization Through Data

Personalization is crucial when creating engaging experiences for customers; incorporating data-driven insights adds an extra layer of personalization that can help businesses stand out from their competitors.

For instance, offering personalized recommendations based on past purchase history or search queries enhances customer experiences by catering directly to their preferences rather than relying on generic marketing tactics.

Efficient Order Management

Providing customers with efficient order management capabilities is another critical aspect of delivering an effective e-commerce experience that aligns with the principles of direct-to-consumer marketing. Customers expect real-time updates on order status so they can track progress at every stage of the buying journey.

Therefore, businesses must invest in robust order management solutions that can handle complex orders efficiently while addressing issues such as cancellations or refunds quickly.

Enhanced Customer Support

Customer support plays a crucial role in delivering satisfactory post-purchase experiences. Businesses must invest in dedicated support teams equipped with relevant training so they can address customer concerns promptly while offering resolutions aligned with company policies.

Moreover, enabling self-service options such as chatbots or knowledge bases empowers customers so they don’t always have to rely on contacting support representatives.

Summary

Direct-to-consumer strategies have become increasingly popular, especially among retailers because they create unique opportunities for building relationships with customers through customized offerings and streamlined interfaces. The same principles apply when it comes to providing great buyer experiences within the B2B space: Personalization/segmentation through data analysis-backed insights paired with efficient ordering processes and reliable post-sales support services will help differentiate you from competitors who lack these qualities.

Ad Vic’s dedicated B2B Commerce team is ready to apply their knowledge and passion to your challenges. Whether you are migrating from a legacy eCommerce solution,  just starting to dip your toe into the B2B eCommerce world, or want to explore direct-to-consumer options discussed in this article, our team has the skills and expertise needed to quickly devise a technology roadmap so you can drive new revenue. Reach out and talk to us today!

Related Resources:

B2B Customer Success Story
B2B Commerce Accelerator
B2B Marketing Tips You Have Not Thought Of

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Data is more than a trending topic. Today, data drives business solutions and tells a story about what is happening in your business. Whether manufacturers are using data to pinpoint defects or downtime in their machines, retailers are analyzing their new loyalty programs, or a healthcare provider is monitoring patient engagement, data tells a story. When data is presented in a digestible format filled with fact-based information, stakeholders can “see” what is happening so they can make concrete decisions to benefit the business. 

Not only does incorporating data into presentations and stories build credibility, but visual data also is intriguing and gives you an opportunity to connect with your audience. Presenting statistics to a group of people can be overwhelming. Large decks packed with numbers without context can quickly disinterest your audience. Your data should be engaging. Here’s how to get there:

• Data Collection (Campaign, testing, survey, etc.) 
• Data Preparation (Collect insights from collection source, clean the data)
• Data Analysis (Now it is time to analyze the data, what is it saying?)
• Data Presentation (Present data to decision-makers and stakeholders)
• Data Deployment (Apply newly learned metrics)

Build Your Data Story

Build your data analysis as a story. After you dig into the insights, determine the important factors. What do you want stakeholders to take away from the presentation? What should be done as a result? Are you pitching an idea or proving that another solution is better? Either way, actionable, visually intriguing data is on your side. 

Yes, data can be cut and dry, but that does not mean it cannot be personable. You may be presenting to your CMO or other important stakeholders, but the story should have an emotional appeal incorporated with authenticity and facts.

Pictures, graphs, charts, and more graphs! Platforms like Tableau CRM allow you to pull data from multiple sources into one centralized place. From there, it works to spot opportunities, trends, and outcomes to overcome major challenges. Using colorful visuals, Tableau makes it easy to share visualizations with the team. Plus, Tableau seamlessly integrates with Salesforce®, so data can be woven into every action and decision taken. 

Just as we have for many businesses, the AdVic Consulting Team can help your business, regardless of industry, incorporate Tableau into your technology stack to empower you with the critical insights you need. Book a meeting with us today. Pick your day and time below, or click here to contact us!

Related Resources:

Examples of How Dashboards and Data Solve Business Problems

The Difference Between Tableau and Tableau CRM

The Analytics Powers Inside Salesforce Tableau CRM and Tableau

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New standards require distributors to progress or sink in the competitive retail industry. For modern retail distributors, victory is to defeat challenges by finding new ways to run businesses efficiently. It is essential for distributors to have software that allows their operations to grow and remain strong in the face of change. 

More frequently, retailers are growing their businesses and overcoming obstacles with high tech solutions that provide stability, advancement and ease-of-use. A recent AdVic customer is one of those companies.

The company’s previous software, Microsoft Dynamics, was outdated and disparate. Due to having disconnected systems, business was at a standstill, as they did not have a way to conduct a true market analysis. Completing their tasks manually was timely and left plenty of room for human error and inefficiencies. 

In order to remain competitive, the company needed a digital transformation that would propel their business forward. They reached out to AdVic for assistance. 

The AdVic Challenge and Solution Overview

This particular company is an integrated food services company in the business of distribution to convenience stores, contracting with food services, and development of proprietary concepts and brands. 

The company offers innovative solutions to businesses looking to build their brand at a controlled cost and peace of mind. With their diversified customers, they require technology that is user-friendly, customizable, and that offers advanced solutions. Using Microsoft Dynamics, they felt left behind. On the prowl for a dynamic and robust CRM experience, The company partnered with AdVic to simplify processes and advance sales.

 After integrating to Salesforce®, the company reached great heights, found new successes and cohesiveness within their company’s operation and advancement. 

AdVic spoke with the company’s Certified Salesforce Administrator and Sales Training Manager about how the company’s challenges were resolved with Salesforce.

The Digital Transformation Details
The Technology: Sales Cloud  I  Salesforce Maps I Tableau  I Salesforce Mobile I  Pardot

How did the Salesforce Implementation impact your sales process, opportunity forecasting, and goals? 

“The Salesforce Mobile app has made it possible for our team to capture accurate store-level data while in the field. Salesforce provides an excellent reporting dashboard, so the real-time data that is now captured is at our fingertips.  Our team is universally ecstatic with having reliable, easy to use mobile app – because our sales goals are now easier to achieve.”

How are sales reps using the platform for better targeting? 

“Pardot was key to engaging with new customers. Now equipped with the right marketing tactics and strategies, our company’s sales representatives were able to draft marketing plans that targeted engaged customers – those prospects that are “ready to go.” With a goal of 15.4%-22% closing, sales reps are now provided with critical information to achieve this mark.

“Our company’s efficiency levels increased tremendously as repositories of information became easily accessible from wherever they were. 

“Now with platforms that communicate with one another, reps were able to balance their day-to-day duties to ensure they focused on the right targets resulting in operational efficiency.” 

 Analytics and Improvements

The company lacked the data they needed to accurately forecast product needs – this impeded their ability to provide leadership with an accurate future financial view of sales. By implementing Tableau, the company is now able to upload raw data into the system and have Einstein work its magic to provide a forward looking forecast for financial analytics. This once manual task, taking 25-hours, now takes one-hour!

 Before partnering with Salesforce and AdVic, the company was never able to conduct a true market analysis of 180,000 convenience stores they were looking to potentially partner with in an “affordable and scalable way,” the company rep remarks.  

Now that the company utilizes business data from Maps, they are able to do so. The rep explained, “We set up a proximity around existing customers, then populate the U.S. business data outside of those proximity but inside territory.” 

The company is also now able to quantify available leads that can be targeted. They have recently conducted analysis of the entire market share, which is something their company has not been able to do in 25 years. 

With Salesforce and AdVic, this company transformed its selling process, marketing, and operations. Now empowered more than ever before, AdVic equipped them with their very own platform. Tailored to their unique needs, Sales Cloud, Pardot, Tableau, and Salesforce Maps are accessible from their mobile platform, allowing for increased productivity and efficiency. Sales reps can now conduct prospecting and sell calls from their mobile devices, along with managing deals. 

Is your company in need of similar solutions as this company’s? Don’t put them off anymore! Fill out the quick form below, or click here, and an AdVic consultant will be right with you! 

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The world of retail has changed dramatically for retailers and their shoppers.. In years gone by, retailers have been famous for having anonymous, transactional relationships with their shoppers, but now both retailers and their consumers are demanding deeper relationships with each other. And if retailers want to win today, they have to empower their consumers, deliver an array of personalized shopping experiences, across all channels, and provide precise product details that encourages purchases. 

During a recent AdVic “Salesforce Simplified” podcast, Helbig Enterprises’ Diane Helbig spoke about retail sales, and on what has changed for retailers and shoppers, especially as a result of the pandemic, and how retailers are bidding for customer business via personalized journeys, and more. Here are some highlights from that discussion:

How are people buying in today’s market and how can retailers better target those consumers?

“Because of the pandemic, some buying behaviors have changed. Some have not. And for many consumers, the current trend is like it was in 2008 when the economy turned and people started saying, ‘Okay, I’m going to buy what I need, but the things that I want I can hold off on.’ 

“Buyers are also in an environment where some things are hard to get, so they’re looking for retail locations that are problem-solving. It’s no longer prudent for retailers to be saying, ‘If I have it, I have it, and if I don’t, then it’s not something that I sell.’ 

“What buyers are looking for is the retail location to help them find that product they want or help them find a reasonable replacement for something and to really understand what the consumer is going through and helping them meet those needs.

“Nowadays, retailers have things like curbside pickup or free delivery so that the consumer can decide: ‘Do I want to go in the store, or would I really rather just pull up and have you throw something in my trunk?’ 

“And there are now many retailers that are connecting with their customers in a more visual way, saying things like:  ‘Let’s have a conversation. Let me show you what we have.’ 

“And they are also asking consumers direct questions like: ‘What is it you need – or can I answer any of your questions?’ 

“Retailers have a lot of options, and I really believe that they need to expand their thinking on how they can deliver to the consumer.”

Bottom Line:

• Be a problem solver for customers.
• Connect with your customers/have a conversation with them.
• Offer the “convenience perks”: things like curbside pick up and free delivery.

What advice do you have for retailers to create a better personalized journey for their customers? 

“I think the retailer needs to really think about who their customers are, how they buy, and what their customers want. And as a result of today’s technology offerings, retailers can create a much more personalized experience for their customers. I’ll give you an example of what I’m thinking…

“If I’m a retailer and I’ve got return customers and I know them, I should be reaching out to them and saying, ‘Hey, we’ve got some new items in the store. I would love to get on a video call with you so I can show them to you. And if it’s not something we have, I’m happy to go look for it.’ 

“That scenario is more of a one-on-one conversation that the retailer is seeking, not waiting for the customer to say, ‘I have a need,’ but reaching out to the customer and saying, ‘Based on your previous history of buying, we just got these items and I thought you might be interested in them.’ 

“So, between that verbal and/or video conversation, there can be a genuine retailer to customer connectivity.”

Bottom Line:

• Create a personalized experience for your customer.
• Look for innovative and unique ways technology can provide one-on-one conversations with your customers.

How do you advise retail clients what to do on social media?

“Retailers should not be out there selling their products on social media. I think what they should be doing is using social media to do things like Facebook Lives, where you show people how to do something, or you bring in an expert and have them share some sort of a tip where you give information that is valuable to your customers. 

“An example of a Facebook Live could be – if, say you were in the scarf business – showing people how to repurpose their scarves or how to tie their scarves or whatever you choose to talk about. 

“Also, get involved in the community. If you’re already involved in the community, share information about that via social media picture posting. 

“I also don’t think retailers have to be posting a lot; I think that’s a misunderstanding of social media. I believe retailers need to be posting consistently and their content has to be relevant to their audience. They want to think about what information would be valuable to their customers.

Bottom Line:

• Retailers should not be selling their products on social media.
• Use live options such as Facebook Live or Instagram Stories to reach customers
• Make sure the content you are posting to social media is relevant to your customers.

Reach Diane Helbig via the Helbig Enterprizes website.

And if you are looking for a partner to help you drive shoppers down the path to purchase, AdVic is ready to help you starting today. Reach us here, or fill out the short form below.

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Related Articles/Resources:

Income-Generating API Strategies for Retailers

Sales is Not a ‘Churn and Burn,’ It’s a Partnership

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So, what’s happening behind the scenes in each of these interactions? APIs (application programming interfaces) are… And that’s why it’s increasingly critical for innovative retailers that want to reach customers in new ways to develop and execute successful API strategies.

So, when developing your API strategy, here are several steps retailers should consider:

Build a Single View of the Customer

A common problem with a growing business is that you often outgrow the systems that track your customers. With the limited capacity to upgrade and properly synchronize these sources of customer data, many times you end up with small silos of specific data: customers, orders, loyalty, etc. Retrieving that data into a single view is difficult to achieve with conventional tools that are used by most retail businesses.

MuleSoft® is a top platform that can bring these disparate systems together and present them in a single, 360-degree view. This gives you the insight your business needs to truly know your customers. MuleSoft’s API-led architecture allows systems to be brought together as needed and utilized as one single powerful tool for retailers.

Optimize the Supply Chain

Develop Better Data Orchestration for Reporting

In addition to an omnichannel view of your customers, the same tools and APIs that were created to allow for customer insight can be reused to create an accurate and timely data source for your reporting, accounting, or auditing needs. MuleSoft’s reusability means quicker to-market times for your development. That translates into a better bottom line for your IT needs. The power of unlocking your data can take your business to the next level.

Offer Contactless Engagement

As you go about developing your API strategy, double-down on digital commerce. Also, plan on offering your customers the ability to take advantage of contactless engagement (mobile/wearable payments, inside and curbside pickup, tap-and-go card payments).

Nowadays, not only are your customers expecting the ease of a contactless engagement experience with you, it makes them feel safe and secure while completing their transactions.

And beyond offering your customers a convenient, secure method of payment, mobile payments can also help expand your customer base. This ensures your business achieves greater success on its journey to growth.

As a certified MuleSoft consulting partner, Ad Victoriam’s integration experts understand the complexities of enterprise integrations, both on-premise and in the cloud. We simplify complex integration scenarios, integrate disparate systems, and provide a scalable architecture that your retail business can grow with. So, are you ready to get connected? Talk to a certified MuleSoft consultant today!

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