Salesforce for Retail & eCommerce: Unified Customer, Loyalty, Omnichannel

Commerce Cloud is purpose-built for transactional ecommerce, catalogue, cart, checkout, and promotions at scale. If ecommerce is a core revenue channel, it’s usually worth the investment. For simpler storefronts or B2B ordering use cases, a lighter build on Experience Cloud connected to Sales Cloud can be the more cost-effective option. We assess this against your actual transaction volume and catalogue complexity.

We build a single customer profile object model that both channels write to, with identity resolution rules to match a customer across a website login, a loyalty card, and an in-store transaction, so purchase history is complete regardless of channel.

Yes, Loyalty Management supports tiers, points, and redemption rules natively, and connects directly to the same customer profile Service and Marketing Cloud use, so support agents and marketers see loyalty status without switching systems.

It relies on a clean, unified customer data foundation, which is usually the real gap, not the personalisation engine itself. Once purchase and browsing behaviour flow into one profile, Marketing Cloud can segment and personalise in real time instead of relying on static demographic lists.