Who has a single CRM Solution, Flow and screen for both in-store and ecommerce? We currently have a CRM system for in-store sale and other solution for eCommerce Cloud and wondering if we should have a single one.

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CIO8 months ago

We do not have a single CRM because our business model is extremely distributed and siloed. That said, we have created a golden record repository using machine learning models to disambiguate the data and have a 270-360 degree view of the customer to achieve know your customer functionality and servicing our customers.
Happy to discuss further in detail if interested

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CIO8 months ago

It depends. Perhaps before giving a generic answer to this very interesting architecture question, which we tend to get many times from clients, several other questions would need answering from an "as-is" analysis standpoint:

1. How do you currently manage the integration challenges between your in-store CRM and eCommerce Cloud solutions?

2. How are your existing CRM solutions contributing to a consistent customer experience across in-store and online channels?

3. What measures are in place to ensure accurate and real-time synchronization of customer data between your in-store CRM and eCommerce Cloud systems?

4. In your current setup, how do your teams handle the dual CRM systems, and have you identified areas for operational efficiency improvements with a unified solution?

5. Considering your business growth plans, do you foresee any scalability issues with maintaining separate CRM solutions for in-store and eCommerce, and how would a unified system support future needs?

Suggest you do a proper architecture assessment (business and IT) before jumping to a conclusion. Any such decisions are very context-specific and should be tailor-made to your situation. Even if somebody said YES or NO (and there will be people on both sides) that info may not be useful for your own decision making.