Retailers use CRM software to understand and streamline their interaction with their customers better, drive sales and analyze business performance.
The retail industry used Salesforce mainly in the following manner:

Understand customers

CRM software helps businesses to better understand their customers. It helps retailers to track their customers’ behaviour, purchasing habits, and preferences. It can be integrated with an eCommerce store to track your customers’ browsing behaviour. This will help you to give customers a personalized shopping experience and increase the conversion rate.

Capture customer data

Retailers use CRM software to capture customer data at every stage of the sales process. It allows you to collect data about your customers such as contact details, company details, product preferences, and past purchase data.

Increase marketing ROI

The CRM software is used to track the performance of their marketing campaigns. This will help them to identify the right audience and give them personalized experiences across various touchpoints and provide better customer experiences.

To boost sales

Retailers use CRM to track the sales and inventory data. It allows retailers to track their inventory and sales at different locations. It helps them to manage their inventory and sell the right products to the right customers at the right time.

Manage returns

Retailers use CRM to manage the returns and exchanges process. It allows them to create a return and exchange policy and process. It helps communicate the updates regarding returns with customers and ensures better customer satisfaction.

Use merchandising for sales

Retailers use CRM software to create visual merchandising and display data. It allows retailers to create the right visual merchandising and display data. It helps them to display the right products to customers at the right time.