5 Steps to Supercharge Your B2B Sales with an Omni-Channel



May 27, 2024

Omni-Channel Revolution

E-commerce is as old as ancient times when the silk route for used for import and export of the product. So, what makes it stand out now? Technologies have made things better and more accessible. As much as it has made shopping easy for shoppers as has been for sellers.

One of the elements that have revolutionized e-commerce is B2B omnichannel Commerce. Whereas Salesforce has also proved to be the best ally with omni-channel to give miraculous solutions.

An Omni channel B2B sale revolutionizes the traditional business-to-business landscape by seamlessly integrating multiple sales channels to enhance customer experience. Integrating your sales cloud strategy with other channels is crucial for a unified and streamlined customer journey.

If you are still stuck with the traditional methods of running your e-commerce, it’s time to change. In this blog, you will encounter with quick 5 steps that will supercharge your sales using omnichannel as a prime key factor.

What is B2B Omnichannel Commerce?

Let’s understand the term with a simple example. Imagine a manufacturing company implementing omnichannel B2B commerce. They own an e-commerce platform for online orders, a mobile app for go-to purchases and a traditional offline office with a sales team.

Now a distributer starts looking for a company or product on the company’s website but is interested in purchasing of bulk order and needs to talk with the sales representative. They seamlessly switch to a phone call and the salesperson accesses the client’s online cart details.

Next, the distributor uses the app to place a quick re-order while attending a trade show. The system that has already registered the client’s details helps in providing a personalized experience with the reference to order history.

From this example, we can clearly see that this seamless integration of B2b omni channel selling ensures a consistent and convenient experience, irrespective of the channel used. It also helped in forecasting customer loyalty and optimized the purchase process for both parties.

According to a report, businesses using omnichannel strategies have experienced a 95% increase in customer retention than ever before.

How Can the Omni channel in Salesforce Help Your Business Grow?

Here are a few factors that can help you benefit from this combo for your e-commerce:

Unified Customer Experience:

Salesforce enables a seamless integration of various channels, providing customers with a consistent and personalized experience across the online, mobile, and offline touch-points.

Improved Customer Engagement:

By monitoring purchase history and interaction, you can provide a more personalized customer experience to your clients. This will also help you to accurately resolve their issues with appropriate solutions.

Enhanced Operational Efficiency:

An Omnichannel B2B Salesforce solution streamlines internal processes. It also reduces manual effort and minimizes errors, resulting in increased productivity.

Data-driven Insight:

You can enhance your target audience once you have related and relevant data insights accordingly. You also get a chance to study the audience, their behavior, as well as needs.

Increased Customer Loyalty:

Of course, when there are so many personalized benefits, it will automatically increase customer retention. This will result in permanent, loyal customers and fixed business revenue.

5 Steps to Supercharge Your Business with an Omnichannel Approach

Step 1: Unified Data and Insight

1. Establish unified data and insight to establish a single source of truth for customer information.

2. Salesforce 360 plays a pivotal role in this process by seamlessly consolidating data from diverse sources.

3. The unified view enables a comprehensive understanding of customer behavior, preferences, and interactions across all channels.

4. Activities of Salesforce insights track customer interactions, providing valuable data to tailor personalized strategies for improved customer engagement and satisfaction.


Step 2: Personalization Across Channels

1. In this emerging era of competition, it is essential to see what extra you are putting on the plates of your customers.

2. One of the best ways is to give them a personalized experience and cater their needs with on-point solutions. It helps in fostering engagement and loyalty.

3. You can also leverage the Salesforce tools for personalization. Tools like Pardot and Marketing Cloud to create personalized email campaigns, social media interactions, and landing pages. This can dynamically adjust the content based on customer data.

4. You can also utilize Salesforce Automation features to tailor website experiences, ensuring that each customer encounters content relevant to their preferences.


Step 3: Optimizing the Sales Process

1. An omnichannel B2B sales approach streamlines the sales process by ensuring a unified and cohesive workflow across all channels.

2. Let hands-on with lead, contact, opportunity, and pipeline management. Also, the Salesforce sales cloud centralizes everything and provides a unified view for efficient sales operations.

3. You can automate complex business processes using Lighting Process Builder, reducing manual efforts and minimizing errors.

4. Utilize the workflow rules to automate repetitive tasks. It will ensure a smoother and more optimized sales cycle.


Step 4: Engaging Customers at Every Touchpoint

1. You have to incorporate engagement across channels in crucial by going beyond mere responsiveness.

2. Salesforce can help you with live chat and social customer service. There are service tools for real-time interaction with customers across diverse channels.

3. There are bots now for rescue to provide self-service options and proactive support. You can enhance the customer experience through intelligent and automated interactions.

4. The salesforce features help businesses engage customers at every touchpoint, fostering satisfaction and loyalty.


Step 5: Measuring and Optimize for Continuous Improvement

1. You can emphasize the significance of continuously monitoring and analysing performance metrics across channels for informed decision-making.

2. You can also use Salesforce reporting and analytics tools to check if your campaign is effective, lead customer rates, and customer engagement metrics.

3. You can also use A/B testing and content optimization, refining your Omnichannel B2B strategies based on your data-driven findings.


Summing up, adopting an omnichannel approach is essential for catapulting B2B sales into a realm of unprecedented growth. You can get the best Salesforce Service Cloud Services these days to escalate your e-commerce game.

By using these services, you can unify data, personalize interactions, streamline processes, and engage customers proactively. Omnichannel B2B commerce can create a dynamic ecosystem. In this era of evolving buyer expectations, embracing these five steps is not just a strategy but a transformative journey towards sustained in the competitive B2B landscape.

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ksolves Team

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