This video explains why managing customer relationships in furniture retail has become increasingly complex and why fragmented tools are no longer enough. It introduces a customer experience management approach designed specifically for furniture retailers, focusing on organizing leads, sales, and follow-up into one central system. Drawing on real-world experience across dozens of retailers, the discussion highlights how better structure, automation, and consistency can dramatically improve close rates, average sales, and overall customer journeys—without relying on individual sales habits or memory.