RETAIL
Industry

From store shelf to loyalty programme, connected.

We deliver Consumer Goods Cloud and Retail Cloud — retail execution, trade promotion management, clienteling and loyalty — on a unified data foundation.

Talk to an expertSee our methodology
(01) What it is

What Salesforce offers on Retail & Consumer Goods.

Consumer Goods Cloud and Retail Cloud are Salesforce's industry platforms for CPG and retail. They cover Retail Execution with mobile visit planning and image recognition, Trade Promotion Management, clienteling for store associates, Loyalty Management and inventory visibility — unified with Commerce Cloud, Marketing Cloud and Data Cloud.

(02) Why now

What we hear from Retail & Consumer Goods leaders.

  • 01Store execution, visit planning and image recognition still run on legacy field apps disconnected from CRM.
  • 02Trade promotion planning, execution and settlement live in separate systems from demand and finance.
  • 03Loyalty and clienteling programmes aren't personalised on unified customer data, so redemption stays flat.
29%
promotion ROI lift
18%
basket size growth
2.4x
loyalty engagement
(03) Key challenges

Where Retail & Consumer Goods programmes get stuck.

01

Retail execution, visit planning and image recognition run on legacy field apps.

02

Trade Promotion Management is disconnected from finance and demand planning.

03

Loyalty and clienteling are not personalised on unified customer data.

04

Inventory and order visibility across DTC, wholesale and store is inconsistent.

(04) Automation & AI areas we deliver

Where we automate Retail & Consumer Goods — end to end.

Every engagement targets a specific set of automation and AI plays, scoped so value shows up in weeks — not quarters.

01

Store visit & execution automation

Mobile visit planning, image recognition and perfect-store scoring.

02

Trade promotion optimisation

TPM planning, execution and post-event analytics on unified data.

03

Clienteling & loyalty AI

Personalised offers, next-best-action and loyalty tier automation.

04

Order & inventory orchestration

OMS-driven fulfilment across DTC, wholesale and store.

(05) Capabilities

What we deliver on Retail & Consumer Goods

Retail Execution & Visit Planning

Mobile-first store visits with image recognition and perfect-store scoring.

+2.5x exceptions handled in CRMModel it →

Trade Promotion Management

Plan, fund, execute and settle promotions against measured lift.

−82% turnaroundModel it →

Demand & Replenishment Signals

Sell-out and channel data unified to sharpen forecasting conversations.

+40% profile completenessModel it →

Clienteling for Store Associates

Customer history, preferences and outreach in the associate's hand.

+38% forecast accuracyModel it →

Loyalty & Churn Prevention

Tiering, rewards and lifecycle journeys driven by real-time segments.

+35% engagement indexModel it →

Returns & Post-Purchase Service

Returns intake, case handling and Agentforce order-status deflection.

−65% resolution timeModel it →

Consumer 360 & Consent

Identity resolution across POS, ecommerce, loyalty and service with consent control.

−70% duplicate recordsModel it →

Omni-Channel Inventory & OMS Visibility

Stock and order signals surfaced for accurate promises across channels.

−55% visibility lagModel it →

Campaign Speed & Personalisation

Journey build cycle compressed from weeks to days on live segments.

−70% campaign build timeModel it →
(05b) Challenges & Solutions

What blocks Retail & Consumer Goods programmes — and how we clear it.

Challenge 01

Trade promotion spend is committed before anyone can see what actually worked in-store.

How we solve it

TPM with closed-loop settlement against retail execution and sell-out data, so promotion ROI is measurable per account.

Challenge 02

Consumer identity is fragmented across ecommerce, loyalty, service and store, so personalisation is generic.

How we solve it

Data Cloud consumer 360 with consented identity resolution feeding segments and journeys in real time.

Challenge 03

Service and returns volumes spike seasonally and headcount can't flex with them.

How we solve it

Agentforce order-status, returns and loyalty deflection with human handover on high-value or complaint cases.

(05c) Regulation & Compliance

Obligations we design into every Retail & Consumer Goods build.

Industry-specific, region-specific and cross-cutting rules — addressed in the architecture, not bolted on at go-live.

Industry

PCI DSS

Tokenised payment references only, masked order data in service consoles and scoped agent access.

RegionUS

CCPA-CPRA & US state privacy laws

Opt-out of sale/sharing, global privacy control handling, and deletion propagated across Data Cloud and Marketing Cloud.

RegionEU · UK

ePrivacy / PECR consent

Cookie and marketing consent captured and enforced at segment activation, not just at capture.

RegionUS

TCPA / CAN-SPAM

Channel-level consent, quiet-hours enforcement and suppression lists honoured across journeys.

RegionEU

EU Digital Services & Omnibus

Pricing-history and review-authenticity handling in commerce and loyalty communications.

Industry

Food & product labelling / CPSIA

Allergen, safety and recall data tied to product records with field-action workflows.

IndustryUS

Loyalty & gift-card escheatment

Points liability, expiry rules and unclaimed-property reporting supported in Loyalty Management.

RegionEU

EU AI Act

Risk classification for every Agentforce and Einstein use case, human-in-the-loop on high-risk decisions, model/prompt documentation, logging and transparency notices.

RegionEU · UK

GDPR / UK GDPR

Lawful basis mapping, data minimisation in Data Cloud, consent and preference management, DSAR fulfilment, right-to-erasure runbooks and EU data residency (Hyperforce).

Global

SOC 2 / ISO 27001 / ISO 42001

Least-privilege permission sets, change control, encryption with Shield Platform Encryption, event monitoring and evidence packs aligned to your control framework.

Global

NIST AI RMF

Govern-Map-Measure-Manage applied to agent design: grounding sources, evaluation sets, drift monitoring and escalation paths documented per agent.

Global

Accessibility (WCAG 2.2 AA)

Experience Cloud and LWC components tested for keyboard, contrast and screen-reader conformance.

Guidance on delivery practice, not legal advice — obligations are confirmed with your legal, risk and compliance functions during discovery.

(06) Accelerators & IP

Reusable assets we bring to your Retail & Consumer Goods programme.

Battle-tested blueprints, reference builds and diagnostics that compress discovery and de-risk delivery from day one.

01

Retail Execution Kit

Visit planning, image recognition and perfect-store scoring configured for mobile field teams.

02

Loyalty & Clienteling Blueprint

Loyalty tiers, offers and clienteling workflows on unified customer data.

03

Unified Commerce Data Model

Reference model uniting Commerce, Marketing and Consumer Goods Cloud on Data Cloud.

(07) Integration ecosystem

Systems we routinely wire into Retail & Consumer Goods.

MuleSoft-led API architecture with reference connectors and reusable patterns across the systems your teams already rely on.

SAPOracle RetailManhattan AssociatesBlue YonderSnowflakePOS systems (NCR, Toshiba)AdobeGS1 / EDI
(08) Editions & licensing

Which edition fits.

  • Consumer Goods Cloud

    For CPG field execution, TPM and clienteling.

  • Retail Cloud + Loyalty Management

    For retailers running unified loyalty and clienteling on Salesforce.

(09) Migration paths

Legacy → target state.

  • 01Legacy retail execution apps → Consumer Goods Cloud mobile execution.
  • 02Standalone loyalty vendors → Loyalty Management on Data Cloud.
  • 03Fragmented commerce + POS → Unified Commerce + OMS with Data Cloud.
(10) How we deliver

A four-stage delivery model.

See the full methodology for artefacts, cadences and governance at each stage.

01

Discover

Two-week diagnostic on your Retail & Consumer Goods landscape, org health and target outcomes.

02

Design

Reference architecture, data model and phased roadmap signed by a Principal Architect.

03

Deliver

Agile pods with embedded architects, hypercare and change enablement built in.

04

Evolve

Managed services, evals and quarterly value reviews to compound the return.

(11) Value & impact

Where Retail & Consumer Goods moves the P&L.

We frame every Retail & Consumer Goods programme against three impact vectors — so the business case survives beyond go-live.

  • Revenue

    29% promotion ROI lift

    Faster cycles, higher conversion and more productive teams operating on Retail & Consumer Goods.

  • Cost to serve

    18% basket size growth

    Automation, AI deflection and consolidation of overlapping tools and processes.

  • Time to value

    2.4x loyalty engagement

    Fixed-price discovery, reusable accelerators and Principal Architect leadership from day one.

(12) Our services

How CRMPRACTICE engages

Every engagement starts with a fixed-price discovery — a Principal Architect leads a 2-week diagnostic and delivers a de-risked roadmap before any build begins. See engagement models for commercial options.

  • 01Consumer Goods Cloud rollout
  • 02TPM implementation
  • 03Loyalty Management build
  • 04Clienteling for store associates
Value calculator

Model the Retail & Consumer Goods business case.

Model conversion, loyalty and store-associate productivity across channels.

Digital revenue lift
$39.00M
24-mo ROI
8842.3%
Payback
7 mo
24-mo total cost
$1.30M
Risk profile
Moderate · 40/100
Inputs
100,00020,000,000,000
0.120
55,000
060
120,000
020
100,000500,000,000
24-month cumulative — benefit vs cost
BenefitCost
$0$65.10M$130.20MM1M6M12M18M24$116.25M$1.30MPayback · M7
In-store revenue lift
$54.00M
Net year-1
$92.04M
Payback horizon
8 mo
Delivery risk
Moderate · 40/100

Risk reflects change-management complexity, integration surface and AI governance load — CRMPRACTICE accelerators reduce this on delivery.

Assumptions
  • Excludes margin adjustments.
  • Store lift attributed to clienteling + inventory visibility.

Directional model for early business cases. CRMPRACTICE will validate with your data during discovery.

Ready to accelerate your Retail & Consumer Goods programme?

Speak with a Principal Architect about your roadmap, current state and success metrics.

Book a consultation