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This research provides a comprehensive analysis of the commercial furniture sales industry, with a focus on identifying how digital technologies can be utilized to improve customer satisfaction. The study explores the various internal limitations that can impact customer satisfaction, such as communication breakdowns, lack of collaboration, and inefficient project management processes. It also identifies opportunities to mitigate these limitations using digital technologies.

One of the key findings of the study was that internal limitations such as communication breakdowns, lack of collaboration, and inefficient project management processes can significantly impact customer satisfaction. These limitations can cause confusion, misunderstandings, and delays in the supply chain process, leading to customer dissatisfaction. However, the study also found that digital technologies can be leveraged to mitigate these limitations and improve customer satisfaction by providing more tailored furniture solutions, improving communication, and streamlining the design and customization process.

The study identified several digital tools that can be used to improve customer satisfaction, such as online customization options, 3D visualization tools, and virtual reality technologies. These tools can help customers visualize furniture in their own space, customize furniture to their preferences, and reduce the need for manual brainstorming and design workshops. Additionally, the study found that digital loyalty management can be used to implement and track loyalty programs, improving customer engagement and satisfaction.

The study also highlighted the importance of effective procurement and supply chain management in ensuring a seamless flow of goods and services and improving customer satisfaction. Inconsistent supplier pricing and response times, slow confirmation times, delays in supply, logistics, and shipment, manufacturing delays, delayed payments, and inefficient follow-up procedures were all identified as challenges. By addressing these challenges, companies can ensure a seamless flow of goods and services and improve overall customer satisfaction.