Transform Customer Experiences with Salesforce Commerce Cloud

Salesforce Commerce Cloud powers seamless shopping experiences for over two billion global shoppers.

As consumers expect unified journeys across all channels, Commerce Cloud helps brands meet shoppers wherever they are. 

With industry-leading ecommerce capabilities out of the box and flexibility to keep evolving, it's no wonder iconic brands trust Commerce Cloud to fuel their growth.

• What Commerce Cloud is and its key capabilities
• The core Commerce Cloud products for B2B, B2C, and hybrid selling
• How Einstein AI and platform extensibility enrich Commerce Cloud
• Best practices for implementing and optimizing Commerce Cloud
• The future of connected commerce with Commerce Cloud

Commerce Cloud serves as the ecommerce engine within Salesforce's Customer 360 platform. It powers seamless shopping experiences across all touchpoints by unifying data and processes. 

With consumer expectations higher than ever, Commerce Cloud helps future-proof brands for the era of connected commerce.

What is Salesforce Commerce Cloud?

Salesforce Commerce Cloud is an end-to-end solution for creating and managing online stores at enterprise scale and sophistication.

The robust SaaS platform enables brands to accelerate time-to-value while ensuring extensibility to grow over time.

Core capabilities span site creation, order processing, inventory tracking, merchandising tools, embedded AI, and much more. 

Pre-built integrations connect commerce to other Salesforce products for marketing, service, and analytics as well as third-party apps.

Brief Background

Commerce Cloud traces its roots to Demandware, an industry pioneer in cloud-based digital commerce founded in 2004.

Demandware is focused on helping brands deliver consumer-grade sites to engage and convert shoppers.

In 2016, Salesforce acquired Demandware. This marked the birth of what's now known as Salesforce B2C Commerce for consumer brand selling.

History

Initially launched as Salesforce Commerce Cloud in 2018, the platform has since expanded to enable unified brand experiences.

Trusted by leading companies worldwide, Commerce Cloud continues accelerating as the platform of choice for brands to deliver next-level customer experiences.

Commerce Cloud comes packed with everything brands need to create world-class shopping experiences that drive conversion at scale.

The flexible platform makes it simple to launch sites while ensuring they keep pace with innovations and customer expectations over time.

Ecommerce Platform

The Salesforce Commerce Cloud ecommerce platform provides unmatched breadth and depth of functionality out of the box.

Core features span site hosting, content management, merchandising tools, order processing, payment management, and more.

Drag-and-drop tools empower marketers to build and edit pages without coding.

Developers appreciate the headless-ready APIs and microservices architecture to incorporate emerging channels.

Analysts leverage built-in dashboards for actionable insights.

Online Store Capabilities

Consumer-grade storefront capabilities help brands directly engage shoppers with immersive experiences.

Commerce Cloud simplifies creating sites optimized for any device while unifying data and processes on the back end.

Embedded features guide customers along personalized journeys with curated recommendations.

Shopper profiles also enable transaction history-based promotions and exclusive offers to nurture loyalty.

Digital Commerce Extensibility

The secret ingredient behind Commerce Cloud is extensibility. The cloud-native platform simplifies the integration of new capabilities to remain cutting-edge.

This future-proofs brands to utilize innovations like conversational commerce and synthesizing first-party shopper data across all interactions.

The robust API layer also streamlines the connection between Commerce Cloud and a technology stack.

This paves the way for a unified view of every customer and hyper-personalized engagement.

Delivering Omnichannel Experiences

Today's consumers expect unified branding and journeys across all touchpoints. 

Commerce Cloud makes it possible for merchants to connect data and processes to enable seamless omnichannel experiences.

This breeds customer loyalty in the age of rising expectations.

CRM Integration

Integrating Commerce Cloud with Salesforce CRM provides a single view of every customer.

This customer data powers personalization across channels to foster relevancy and intimacy at scale.

Shared order management processes also reduce friction behind the scenes.

Customers can pick up orders in-store that they started online thanks to real-time inventory syncing.

Service agents also access full transaction histories to resolve issues faster.

Order Management Flexibility

Commerce Cloud handles the full order lifecycle with the flexibility to customize workflows.

The robust order management engine seamlessly integrates fulfillment solutions while exposing granular data.

Real-time inventory availability provides transparency around fulfillment SLAs.

Embedded AI recommends optimal warehouse routing and bundling logic to minimize splits.

Shoppers also get visibility into loyalty points, warranties, and delivery ETAs from their accounts.

Whether for B2B bulk orders or B2C single-item carts, Commerce Cloud order management helps delight customers.

And brands gain efficiency to better compete on superior shopping and post-purchase experiences.

Commerce Cloud brings together leading solutions for B2B, B2C, and hybrid selling models.

This empowers brands to unify processes while customizing experiences for each audience. Let's explore the core products and use cases.

Salesforce B2B Commerce

Purpose-built for business buyers, B2B Commerce handles complex account-based sites. Customers get a personalized portal with bulk ordering, negotiated pricing, and access to specific catalogs.

Robust Order Management

The industrial-grade order management engine easily handles large, frequent, and customized orders.

Workflows automate multi-tier approvals, complex allocations and routing, payment terms, and delivery logistics.

Centralized Inventory Visibility

Real-time inventory syncing provides transparency around product availability across warehouses to set delivery expectations.

Tools also optimize suggested bundles to minimize out-of-stock and split shipments.

Tailor Sites to Each Account

B2B Commerce makes it easy to control unique branding, catalogs, pricing, promotions, and messaging for each account.

This fosters VIP treatment for strategic accounts while restricting access as needed.

Whether operating on a global scale or serving niche sectors, purpose-built B2B Commerce capabilities transform procurement experiences to strengthen loyalty, unlocking efficiency and insights in the process.

Salesforce B2C Commerce

Salesforce B2C Commerce empowers brands to create immersive digital storefronts to attract and engage consumers.

Customer-grade sites convert shoppers with sticky experiences across devices. AI recommendations and real-time data also personalize journeys.

Build Online Stores Fast

Flexible site templates, drag-and-drop editors, and guided setup flows reduce B2C site launch times from months to weeks.

SEO best practices help maximize discoverability out of the gate while meeting accessibility standards.

Optimize Mobile and App Commerce

Brands also leverage headless APIs to build custom apps with same-brand experiences.

Personalize Site Experiences

Shopper profiles, browsing history, and Einstein AI drive personalized recommendations and promotions.

This nurtures more relevant engagements across the lifecycle - whether first-time visitors or loyal customers.

Map Optimized Customer Journeys

Strategic merchandising capabilities help brands guide customers along the highest-converting paths.

Flow charts define how shoppers interact with various page types and offers before purchasing. Traffic analytics strengthens optimization.

With B2C commerce success hinging on amazing customer experiences, Commerce Cloud delivers the tools to engage and convert audiences while driving efficiency.

Salesforce B2B2C Commerce

Salesforce B2B2C Commerce unlocks the best of both worlds for B2B brands looking to diversify growth opportunities.

The flexible solution makes it fast and easy for distributors, wholesalers, and manufacturers to launch direct-to-consumer storefronts without added complexity.

Expand from B2B to D2C

B2B companies can seamlessly sell products directly to retail buyers without fragmented experiences.

B2B2C commerce also exposes excess inventory or special collections to secondary audiences.

Unified Hybrid Commerce

Maintaining a centralized catalog, inventory, and order management avoids duplicating infrastructure investments.

Business buyers still access the core B2B site they're familiar with. New consumer-focused branding, promotions, and bundles attract different audiences.

Consistent Omnichannel Experiences

Consumers expect business-grade services whether shopping for personal or professional needs.

B2B2C bridges this gap by providing hybrid shoppers with VIP treatment with rapid fulfillment and branded post-purchase care.

As distinctions between B2B and B2C buying fade in the digital age, B2B2C commerce presents a strategic growth avenue.

Businesses gain new revenue streams while consumers enjoy the convenience of business-class treatment.

Robust core commerce capabilities are just the start.

Commerce Cloud empowers merchants to customize experiences and evolve innovations over time through connected data, flexible journeys, and expanding channels.

Harness Customer Data

Unified data is integral for connected experiences across touchpoints.

Commerce Cloud builds comprehensive customer profiles from both transactional and behavioral signals.

This powers personalization at the segment and individual level.

Brands also augment first-party data with enriched insights from partners.

Shared identity graphs expand the possibilities for lookalike modeling, suppressions, and crafting niche offers sure to delight.

Map-Optimized Journeys

With unified data as the foundation, brands can choreograph how shoppers interact with pages, offers, content types, and tools based on preferences.

Testing continually optimizes paths to drive conversion KPIs like order value, frequency, referrals, and retention.

Advanced journey orchestration will soon incorporate emerging channels through Conversational Commerce.

Shoppers can browse products on social platforms before completing purchases on branded sites without missing a beat.

Excel in Mobile and App Commerce

With mobile dominating digital minutes, leading merchants ensure seamless experiences across devices.

Progressive web apps load quickly with integrated functions. Native apps delight power users with app-exclusive promotions and contactless checkout.

As expectations evolve, Commerce Cloud ensures brands craft consistent journeys - wherever customers choose to interact.

Robust out-of-the-box capabilities are just the starting point. Commerce Cloud also simplifies incorporating innovations like AI and new touchpoints to remain cutting edge.

Einstein AI helps commerce teams work smarter while enabling personalized experiences that deepen engagement.

Built-in recommendations and predictive search drive higher conversion rates and order values.

Harness AI for Commerce

Shoppers browsing patio furniture may get suggested coordinating cushions and rugs based on colors and styles.

VIP customers may get early access to limited-edition products aligned with their purchase history and profile.

Optimization with Machine Learning

Automated optimizations range from merchandising widgets on product pages to personalized catalogs in emails.

Ongoing advances in generative AI even allow shoppers to query products in natural language.

The system synthesizes images and descriptions on-demand - reducing catalog demands for endless product variants.

With embedded innovations, Commerce Cloud ensures brands lead experiences while easing adoption barriers.

Letting commerce teams focus on strategy vs keeping the lights on.

While Commerce Cloud delivers unmatched capabilities out of the box, the power lies in extensibility.

Open infrastructure makes it simple to connect systems for unified data and processes. APIs also future-proof innovation adoption.

CRM

From marketing attenuation to service cases and renewal triggers, data flows bidirectionally between clouds.

Commerce Cloud also connects dynamically to configure, price, and quote (CPQ) tools for complex B2B catalog management.

Fulfillment platforms sync inventory avails in real time to set delivery expectations.

Leverage Expansive APIs

Robust API support makes Commerce Cloud a natural hub across ecosystems.

Partners build value-added solutions for AppExchange while brands connect custom experiences into site journeys.

Headless commerce options utilize composable microservices to quickly launch new touchpoints.

Progressive web apps, Internet of Things stores, voice commerce, virtual reality boutiques, and more share unified backends.

Future-Proofed Architecture

Cloud-native SaaS architecture ensures merchants are always on the latest version to capitalize on innovations in AI, blockchain, metaverse experiences, and environmental suitability.

With Commerce Cloud as the connective tissue across systems, brands gain the flexibility to adopt new solutions while optimizing toward their vision of next-generation commerce.

Data-driven decision-making is imperative for maximizing commerce success.

Commerce Cloud provides unified analytics and custom reporting that help teams across the business harness customer insights for optimization.

Analytics

Merchandisers can identify which products are over/underperforming sales projections to adjust promotions or supply. 

Customer service gains insights into repeat reasons for common issues, while marketing sees campaign source performance.

Custom Reports Power Decisions

While out-of-the-box reporting provides overview visibility, custom reports enable tailored views.

Key stakeholder groups like finance, procurement, and supply chain receive tailored reports based on their focuses.

Executives get high-level summaries with comparisons to external benchmarks.

B2B account managers receive account-level reports highlighting the adoption of new products, repeated orders, and the impact of personalized promotions on expansion.

Business Insights

Always up-to-date signals from across systems help teams proactively course-correct activities.

Real-time alerts notify inventory planners when stock of promotional items is running low, giving time to prevent backorders.

Customer teams are notified if an important account hasn't been purchased this quarter.

Winning today's consumers requires truly personalized and consistent experiences. 

Commerce Cloud makes it achievable at scale by unifying data and processes to know each customer.

Tools also help teams rapidly test and optimize engagements.

Personalize Journeys

Robust APIs easily connect external data like past purchases, web movements outside branded domains, and predictive models to inform the next-best actions.

These power personalized content, offers, product suggestions, and promotions across channels.

Sending the right message at the right time in the right channel is key. Welcome campaigns educate new customers on key platform capabilities like expedited shipping.

Existing high-value shoppers may get early access to limited-edition product drops aligned to their affinities.

Empower Business Teams

Empowered marketers, merchants, and service teams can easily create variations of experiences to continually optimize results.

User-friendly workflow, offers, and page editors require no IT help.

Order managers can configure multiple shipment options with clear SLAs while marketing launches targeted campaigns for known segments.

Customer service reps resolve issues faster with full visibility into account history and preferences.

Connect Journeys Across Touchpoints

With unified data as the foundation, Commerce Cloud helps orchestrate seamless hand-offs between channels.

Shoppers can easily switch between web, mobile, email, and emerging platforms without losing context. Consistent experiences plus frictionless transitions equal customer delight.

Realizing the full value of Commerce Cloud requires proper implementation and ongoing optimization. Following best practices ensures brands launch quickly with scalable foundations to grow.

Methodical Implementation

Salesforce provides end-to-end Blueprint guides for architecting smart Commerce Cloud ecosystems.

Steps guide teams through key decisions around objectives, design considerations, platform configurations, and cloud integrations.

Most brands engage implementation experts to expedite go-lives while leveraging industry expertise. 

Certified partners help map innovative use cases to business goals across phases - from foundational platform builds to post-launch enhancement.

Resources and training also skill up internal teams.

Optimize Toward Maturity

Efforts include expanding personalization parameters, piloting emerging channels, and testing new page and promotion variants.

Iterating Merchandising Strategies

Merchandisers build upon manual assortments with rules-based automation to scale.

Experimenting with Paid and Social Search

Media teams evolve from broad-reach ads to multi-touch attribution modeling and granular audience clustering for precision targeting.

Shoppable social posts route interested users directly to product detail pages while sales affiliates drive influencer partnerships.

Regular end-to-end optimizations level up both digital experiences and backend efficiency over time.

Unlocking more value from Commerce Cloud while future-proofing for innovations.

Key Takeaways

As consumers and business buyers alike demand connected, personalized shopping journeys, Commerce Cloud represents the future of digital commerce.

Critical Capabilities to Recall

Above all, Commerce Cloud makes it achievable for brands to know and engage each customer individually - seamlessly across channels.

The Road Ahead

We'll see additions like more embedded analytics, expanded globalization enablement, and enhancements to Order Management.

In line with the platform roots in both B2B and B2C, new accelerators and use cases will emerge to unlock hybrid models.

While the future remains unwritten, one certainty is that Commerce Cloud will continue redefining connected, customer-centric commerce.