eCommerce News: The 'State of Commerce' report by Salesforce

The Cranberry Panda team is always on the lookout for the latest eCommerce news. Today, we look at a very interesting commerce report by Salesforce!

Called the 'State of Commerce' report, it looks at trends, predictions and projections for the years of retail ahead. Of course, eCommerce plays a big part in these. 

Salesforce conducted a survey of over 4,000 commerce professionals, so we thought we would share our favourite findings from the report!

Key takeaways from the 'State of Commerce' report

Here are just a few insights we found interesting. You can get your own copy of the report for the full findings!

• Digital channels expand to meet customer expectations: With 60% of customer interactions taking place online, new channels need to be used to meet this demand. With predictions that online revenue for companies will hit 54% in 2024, this cannot be ignored. However, only 41% of respondents felt prepared to implement emerging channels.
• Using data and putting it into action: Customers are looking for more personalised experiences in retail. Companies must use the data they have to achieve this. While personalised customer experiences are the main priorities for respondents, they also want to automate these processes. Furthermore, truly understanding evolving customer behaviour will be the key to future success. 
• Deepening customer relationships: The survey asked respondents to state the biggest priority for their business. Across many industries, including food, grocery, travel and fashion, deepening customer relationships was number one! Priorities for other businesses include global expansion and returns optimisation. 
• The returns process: Speaking of returns, this was also a key topic in the report. It's a huge factor in the ongoing improvement of customer loyalty. Currently, 42% of consumer sellers include the option of a self-service return. However, the report outlines different ways that companies can not only make this process more helpful but convince shoppers to buy again despite the return.

eCommerce to have busy times ahead

These takeaways are just the tip of the iceberg, so make sure you download a copy! Can we help you with any eCommerce recruitment needs?

• Hiring eCommerce talent? Submit a recruitment enquiry
• New opportunity on the horizon? Explore our latest eCommerce jobs