Customer Experience Management at Rolex

Case Study from the year 2024 in the subject Business economics - Customer Relationship Management, CRM, language: English, abstract: The primary objective of this case study is to explore the requirements for successful customer experience management (CEM) in the luxury goods industry, focusing on Rolex and its acquisition of Bucherer, a prestigious watch retailer. This case study will delve into three critical areas: CRM & Clienteling, Architecture, Interior Design & Merchandising, and Creativity, Art & Luxury Event Management. Within CRM & Clienteling, the study aims to assess how Rolex can leverage the benefits of direct distribution through Bucherer to foster deeper customer relationships and increase lifetime value. This will involve an analysis of existing CRM instruments, potential improvements, and the application of the customer lifecycle model and satisfaction-profit-chain concept. In the realm of Architecture, Interior Design & Merchandising, the study will explore how the design and aesthetics of Bucherer shops can reflect and enhance Rolex's corporate identity. This includes identifying style worlds that support Rolex's brand orientation and strategies to integrate Rolex's values into the physical retail environment. Finally, in Creativity, Art & Luxury Event Management, the study will investigate the motivations behind luxury brands' collaborations with art and culture. The Rolex Mentor and Prot嶲?Arts Initiative will serve as a case in point to highlight the benefits and risks of such collaborations and to recommend strategies for maximizing their impact.