Total Economic Impact Study of Salesforce B2C Commerce

This document is a Total Economic Impact study commissioned by Salesforce and conducted by Forrester Consulting, focusing on Salesforce B2C Commerce and Order Management. The study aims to evaluate the potential return on investment (ROI) for enterprises implementing these solutions. It outlines the customer journey and analyzes the benefits, costs, and financial impact of adopting Salesforce's offerings. Key findings indicate a 45% increase in online conversion rates and a 40% reduction in case handling time for order servicing, resulting in significant revenue growth and operational efficiencies. The composite organization, representing a global retailer with an annual gross merchandise value of approximately $200 million, experienced quantified benefits totaling $12.9 million over three years against costs of $5.9 million, leading to a net present value of $7.0 million and an ROI of 119%. The study also discusses unquantified benefits such as improved agility, vendor consolidation, and enhanced customer experience.