This paper examines the , a central technological pillar in the company’s "Customer Centricity" strategy. By shifting from a product-push model to a relationship-based model, Best Buy utilized CCM to unify customer data, personalize service, and drive long-term loyalty. Executive Summary

Customers who only buy loss-leaders or manipulate return policies.

The CCM serves as the "brain" of Best Buy's customer-facing operations. 1. Data Integration (The Unified View) The system pulls information from various silos: Tracking what was bought and where.

Rather than "spray and pray" advertising, CCM enables micro-campaigns. A customer interested in smart home tech receives emails about Philips Hue or Google Nest, not unrelated appliances. 🚧 Challenges and Limitations