Retail and Fast Moving Consumer Goods
Your customers expect more than just products. They want seamless, personalized experiences across all touchpoints. We combine strategy, technology, and industry expertise to work with you to design, connect, and scale value-adding processes along the customer journey – B2B, B2C, and D2C.
CRM for retailers, consumer goods manufacturers, and D2C brands
Shrinking margins, fragmented channels, demanding customers: consumer goods manufacturers and retailers need to respond faster and smarter than ever before. Because if you don’t understand your target group or reach them at the right moment, you lose relevance – and with it, sales.
Modern CRM systems and end-to-end commerce and service architectures provide a remedy. They centrally link all customer data, control personalized journeys from initial contact to delivery and after-sales support, and provide you with valuable insights so you can take immediate and targeted action.
With deep industry expertise, Salesfive implements solutions such as Salesforce Consumer Goods Cloud, Commerce Cloud, and Marketing Cloud – as well as third-party systems – and tailors them precisely to your business model. This results in loyalty programs, integrated social commerce concepts, AI-powered product recommendations, and seamless omnichannel setups.
CRM solutions are measurably changing the retail industry:
Philipp Kasprowicz
Philipp Kasprowicz is your expert for the strategic introduction of CRM solutions in the retail and consumer goods industry.
higher customer satisfaction and loyalty experienced by D2C brands through CRM use
greater revenue is recorded by companies with well-planned CRM usage
more accurate forecasts, which in turn reduces storage costs and overproduction
Use Cases
Achieve more with digital solutions
From loyalty and social commerce to artificial intelligence: we have already implemented these use cases with other companies in the industry. They show how CRM solutions can strengthen your customer relationships, optimize processes, and create new revenue potential.
Personalized campaign management
Personalized campaign management
Are you unable to consistently reach your target audience across all channels? With Salesforce, you can run automated and personalized campaigns – from email to social media – at precisely the moment your customers are ready to take action.
Smart loyalty programs
Smart loyalty programs
Are your bonus promotions interchangeable and ineffective? Design loyalty programs based on real-time data, with targeted incentives, dynamic segmentation, and measurable impact.
Order management and fulfillment processes
Order management and fulfillment processes
Is there a lack of transparency between ordering, warehousing, and delivery? Salesforce connects your fulfillment processes for real-time tracking, reliable delivery commitments, and a seamless shopping experience for your customers.
Next Best Action with AI
Next Best Action with AI
Want to target customers more effectively, but don’t know when and how? AI-based recommendations help you find the right time and the right offer – automatically, across channels, and based on data.
Self-service for service and returns
Self-service for service and returns
Is your customer service team overwhelmed and simple inquiries taking up too much time? With self-service portals, you can provide order status, returns, or FAQs directly online for quick help and reduced pressure on service teams.
Social commerce integration
Social commerce integration
Want to sell where your target audience is? You can integrate social media channels directly into your commerce platform with Salesforce. This allows you to tap into new revenue potential directly in the customer journey.
Services
How we strengthen your customer relationships
From omnichannel strategy to loyalty rollout: we support retail and consumer goods companies in digitizing their customer journeys with industry-specific consulting, technical excellence, and a CRM system that delivers measurable results.
Together, we develop a viable concept for your digital customer approach. Whether at the POS, in loyalty programs, or via social commerce strategies: we take a holistic approach to omnichannel and translate your goals into a realistic, scalable roadmap.
We rely on proven Salesforce solutions such as Consumer Goods Cloud, Marketing Cloud, Service Cloud, and Commerce Cloud, integrating them seamlessly into your existing infrastructure. OMS, ERP, or CRM: we connect your processes to create a consistent experience.
We create the database for automated recommendations, next best offers, or dynamic incentives. With Salesforce Einstein, Data Cloud, and Predictive Analytics, you can unlock the full potential of your customer data, across channels and in real time.
From implementation to active use, we support your team with training, change management, and clear KPIs. This ensures that your solutions not only run smoothly from a technical standpoint, but are also utilized and have a real impact.
Customer stories
Stories that create relationships
Learn how we help retail and consumer goods brands build lasting customer relationships – with thoughtful CRM strategies, cross-channel customer experiences, and true personalization.
“Today’s customers no longer expect just a product. They expect an experience. Companies that use their data to create relevant, personalized journeys ensure their long-term competitiveness.”
— Philipp Kasprowicz, Director Commerce & Experience
and expert in retail and consumer goods
FAQ
You have the questions – we have the answers
Introducing a CRM system in the dynamic D2C environment sounds good, but often raises questions. We are familiar with the challenges from practical experience and provide some initial answers here.
With Salesforce CRM and Marketing Cloud, you can manage campaigns across channels – in real time, automatically, and individually. Your messages reach customers at exactly the right time and at the right touchpoint. This is based on consistent customer profiles, clear consent, and relevant signals – all bundled centrally in the Data Cloud.
With Salesforce Einstein, you can analyze customer behavior and dynamically display product recommendations or next best offers at critical touchpoints. This happens automatically.
In addition, the use of AI can be expanded step by step to include demand or churn forecasts and generative content – always with measurable results.
With Salesforce Commerce Cloud, you can seamlessly connect channels such as Instagram Shopping and TikTok Commerce. Catalog and pixel/server-side integrations ensure a clean connection, while attribution models and checkout transfers make success measurable.
This allows you to transform social media into an additional sales channel, create consistent customer experiences, and tap into new revenue potential.
Digital service portals enable customers to initiate returns themselves, view orders, or use FAQs. Standard cases are handled automatically, while complex issues are escalated to the service team in a controlled manner.
A structured knowledge base and a bot-first approach to recurring inquiries further speed up processing. This reduces the workload on your team and increases customer satisfaction.
With Salesforce, you can integrate all touchpoints, from your online store to your retail locations to social media, into one system. Identities and events are consolidated and standardized in the Data Cloud. This creates centralized customer profiles that can be shared across marketing, sales, and service.
With personalized purchase incentives, automated re-engagement campaigns, and AI-powered recommendations, you can increase the average shopping cart value in a targeted and measurable way.
Initial use cases can often be implemented in just a few weeks, for example with pilot campaigns, recommendation slots, optimized shopping cart and checkout processes, product bundles, or dynamic incentives based on existing data.
