How to create a winning omnichannel retail strategy with Dynamics 365 Commerce

April 10, 2023

The digital age has revolutionized how people interact with the world and has significantly impacted consumer behavior, particularly in how products are purchased. The rise of e-commerce, mobile technology, and social media has given consumers unparalleled convenience and choice. Amid this, they expect retailers to know their preferences and shopping habits.

Research has shown that 73% of customers shop across multiple platforms, indicating that consumers crave personalized and frictionless experiences across all channels. This is where omnichannel retailing comes in, enabling retailers to provide seamless shopping experiences across all touchpoints.

Adopting an omnichannel approach meets consumer demands and enables retailers to gain valuable insights into consumer behavior, optimize inventory management, and increase sales.

What is omnichannel retailing?

Omnichannel retailing is a strategy that focuses on providing an integrated customer experience across all channels and touchpoints. These include physical stores, online platforms, mobile apps, and social media.

Its goal is to boost customer engagement and retention and generate sales by providing a seamless shopping journey that promotes convenience and satisfaction.

How to come up with the right omnichannel retail strategy?

Once you’ve understood what omnichannel retail is, it is time to consider another question: What is an omnichannel retail strategy? A smart omnichannel retail strategy involves a data-driven and tech-enabled approach that optimizes various aspects of a business to meet customers where they are.

To build an effective omnichannel strategy, businesses need to:

  • Understand the customer’s decision-making process deeply and consider the factors influencing buying patterns.
  • Map out buyer journeys to fully understand the preferences of their target market.
  • Take the initiative to boost customer engagement across multiple channels to drive revenue. Examples include offering sales, sending personalized notifications, and being active on social media platforms.
  • Pinpoint the channels most used by their customer base and use technology to integrate them to offer a unified experience.
  • Teach their crew to offer consistently excellent customer service across all channels.
  • Learn from customer feedback and analyze data insights to improve their omnichannel strategy continuously.

The role of Dynamics 365 Commerce in omnichannel retailing

The retail industry has undergone a significant transformation in recent years, with customers expecting a seamless, integrated shopping experience across all channels. To deliver a true omnichannel experience, retailers need to unify their sales channels, streamline their operations, and leverage data insights to personalize customer interactions. This is where Dynamics 365 Commerce comes in – a powerful platform that enables retailers to meet the demands of today’s omnichannel landscape.

What is Dynamics 365 Commerce?

Dynamics 365 Commerce is a cloud-based platform designed to help retailers provide personalized shopping experiences. As one of Microsoft Dynamics 365 applications, it offers a unified commerce solution for managing online and offline sales channels, optimizing operations, and creating engaging customer experiences. Whether businesses are looking to streamline their retail operations or provide exceptional customer service, Dynamics 365 Commerce is a powerful tool for achieving their goals.

Key features of Dynamics 365 Commerce

One of the key benefits of Dynamics 365 Commerce, previously known as Microsoft Dynamics 365 Retail, is its ability to unify data across all channels. By centralizing data in one platform, retailers can gain a 360-degree view of their customers, which enables them to deliver personalized experiences based on customer preferences, purchase history, and behavior. For example, a customer who has recently purchased a pair of shoes online might receive a personalized email with recommendations for complementary accessories based on their purchase history.

  • Unified commerce platform: Dynamics 365 Commerce provides a single platform for managing all sales channels, including e-commerce, in-store, and call centers, enabling retailers to provide consistent and personalized experiences across channels.
  • Personalization tools: With Dynamics 365 Commerce, retailers can leverage data insights to offer tailored recommendations, promotions, and pricing to the relevant segments within your customer base and on their preferred touchpoints. This helps businesses optimize their marketing budgets and improve their campaign effectiveness.
  • Inventory and order management: This powerful feature enables retailers to optimize operations and deliver exceptional customer experiences. Retailers can reduce costs, improve customer satisfaction, and drive business growth by providing real-time visibility into inventory levels, managing orders efficiently, and streamlining returns and exchanges.  
  • Point of sale (POS) system: Dynamics 365 Commerce includes a modern POS system with customer management, loyalty programs, and promotional pricing features. These capabilities enable retailers to personalize customer experiences, reward loyalty, and drive repeat business. Moreover, with real-time inventory updates, retailers can ensure that they always have the right products in stock, reducing the risk of stockouts and lost sales. Also, the product recommendations feature helps retailers to increase sales by suggesting complementary products or upselling higher-value items at the point of sale.
  • Marketing automation: The platform includes built-in marketing automation tools that enable retailers to create targeted campaigns including email marketing, social media campaigns, and targeted ads. It serves as a critical feature in measuring performance and optimizing customer engagement.
  • Customer service: Dynamics 365 Commerce includes a range of customer service features, including case management, knowledge management, and self-service portals, enabling retailers to provide exceptional customer support.

Summing up

Adopting an omnichannel retail strategy is crucial in today’s customer-centric retail landscape. It offers a seamless and integrated purchasing experience across multiple platforms, empowering customers to shop whenever, wherever, and however they want. By embracing the power of seamless integration, businesses can increase sales, cultivate customer loyalty, and gain a competitive edge over rivals.

If you’re looking to implement an effective omnichannel strategy, it’s essential to work with experienced experts who can guide you through the process. At Confiz, our team of experts can help you take the first step toward a successful omnichannel retail strategy. Contact us at to learn more and start your journey toward a successful and customer-centric omnichannel retail approach.