Customer relationship management system: A must for any home appliances store motivations, proposal and benefits

Abstract

The intervention project to be developed is based in the company MILAR store located in the town of Calella, an electrical home appliances in-store retailer. The reason that made me consider running this project is the clear impression that MILAR Calella is lagging behind the industry when it comes to the digitalization of its operations, especially regarding customer-oriented processes and their communication policy. Ecommerce is a business model on the rise, and developing an omnichannel strategy will be fundamental if the company wants to keep operating over the foreseeable future.Their communication is mostly unidirectional, running no ads, having no social media presence, and making it hard for anyone to communicate with the store if it’s not by making an in-person visit, because even making a phone call is hard.[...]