Luxury brands have a strange relationship with CRM. We would argue that the whole idea of customer relationship management is something that luxury brands pioneered.
The strongest luxury brands historically have always been those that have known how to build genuine relationships with consumers. But many luxury brands have lost the ability to generate the unquestioning loyalty that once underpinned their success.
This month, Robb Young at The Luxury Society writes an article about the relationship between luxury brands and CRM.
Our point of view, quoted in the piece, is luxury brands need to steal back the revolution that they once created.
Download the full article