Salesforce for
Retail
Commerce, service, marketing, store selling and customer data on one Salesforce platform, planned and built by a Summit partner.
Book a discovery callSee case studiesSalesforce for retail is Salesforce's set of products for retailers: commerce, customer service, personalised marketing, store selling and clienteling, loyalty, and unified customer data in Data 360, with Agentforce AI agents on top. Its in-store point of sale, once called Retail Cloud, is now named Salesforce Point of Sale.
[ The practice ]
Retail CRM that joins the channels
Techila Global Services is a Salesforce Summit partner. For retailers we plan which Salesforce products you need, connect them to your ecommerce, order and store systems, and set up service, marketing and customer data so each channel sees the same customer.
What does Salesforce do for retailers?
Salesforce's retail page groups its offer into the areas below. Most retailers start with one or two and add more as the customer data comes together.
| Area | What Salesforce describes | Typical first project |
|---|---|---|
| Personalisation and marketing | Always-on, personalised campaigns across channels | Segments and journeys built on unified customer data |
| Commerce | Connecting online and in-store shopping | Storefront and order data linked to the CRM |
| Customer service | Service on any channel: self-service, contact centre and field | One case view across chat, email and phone |
| Store operations | Store associates equipped with AI and customer data; point of sale and loyalty | Clienteling profiles for associates |
| Customer data | Data 360 unifying customer profiles | Single customer profile across brands |
| AI agents | Agentforce working inside these systems | Order status or FAQ agent for service |
Which Salesforce product fits which retail need?
| Salesforce product | Typical first project | |
|---|---|---|
| Personalisation and marketing | Marketing Cloud | Segments and journeys |
| Commerce | Commerce Cloud | Storefront and orders in the CRM |
| Customer service | Service Cloud | One case view across channels |
| Store operations | Salesforce Point of Sale | Clienteling profiles |
| Customer data | Data 360 | Single customer profile |
| AI agents | Agentforce | Order status or FAQ agent |
Salesforce says "29 of the top 30 retailers use Salesforce". For the cloud-level work, see Commerce Cloud, Service Cloud and Marketing Cloud services.
What happened to Salesforce Retail Cloud?
Salesforce says it "updated the name of Retail Cloud to Salesforce Point of Sale". It describes the product as a cloud-native, mobile-first point of sale that brings Salesforce into the store. Salesforce acquired PredictSpring to power it.
Salesforce lists these capabilities: selling from handheld devices anywhere in the store, selling offline without wifi, clienteling, endless aisle, a different fulfilment method for each line item, and mixed carts of online and in-store products in one transaction. It lists native integrations with Salesforce Commerce, OMS, Loyalty and Service.
How should a retailer start with Salesforce?
- Pick the customer problem first: repeat purchase, service cost, store conversion or loyalty.
- Map the systems: ecommerce, order management, point of sale, loyalty and ERP, and which one owns each record.
- Unify the customer record: one profile that service, marketing and stores all read.
- Add channels and AI in phases: service first is common, then marketing journeys, then agents.
To scope a retail programme, book a discovery call. Delivery steps are covered on the Salesforce implementation page.
[ Capabilities ]
What does Techila do for retailers on Salesforce?
We work across the retail stack, from the storefront to the service desk.
We work across the retail stack, from the storefront to the service desk.
[ Delivery process ]
How does a retail Salesforce project run?
Four steps, each with a deliverable your team signs off before the next one starts.
[ Proof ]
Recent programmes.
All case studies →[ FAQ ]
Salesforce for retail questions.
What retailers ask before choosing Salesforce.
A retail CRM keeps one record of each shopper across online, store and service channels, so marketing, store associates and service agents see the same history. Salesforce's retail offer adds commerce, point of sale, loyalty and AI agents to that record.
Yes. Salesforce describes Sales Cloud as a CRM for sales teams. Retailers more often start with Service Cloud, Marketing Cloud or Commerce Cloud, and use Sales Cloud for B2B and wholesale accounts.
Not under that name any more. Salesforce says it renamed Retail Cloud to Salesforce Point of Sale, a cloud-native, mobile-first point of sale with native integrations to Salesforce Commerce, OMS, Loyalty and Service.
Salesforce says "29 of the top 30 retailers use Salesforce", and its retail page features Williams-Sonoma, which it says grew to 21M subscribers with Data 360 across 9 retail brands.
It depends on the products and the number of users. Salesforce prices each cloud separately. The Salesforce implementation cost guide explains what drives the cost of the project itself.
Summit is a consulting tier in Salesforce's partner program. In March 2026 Salesforce announced a program with two consulting tiers, Summit and Select, and 28 core competencies in place of 170 older distinctions, with success measured by customer results such as CSAT, specializations and certifications. Techila's AppExchange listing shows the Summit tier.
Sources
Last reviewed:
- Salesforce, Best Retail CRM Solutions (read 10 November 2026)
- Salesforce, Salesforce Point of Sale (formerly Retail Cloud) (read 10 November 2026)
- Salesforce, Sales Cloud (read 10 November 2026)
- Salesforce AppExchange, Techila Global Services consulting listing (read 10 November 2026)
- Salesforce News, Rewarding value through the new Salesforce partner program (2 March 2026)
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