Paper Details
From Multichannel to Omnichannel: A Strategy for Sustainable Growth
Authors
Renuka Kulkarni
Abstract
Nowadays, when the pace of life is fast, customers expect excellent services, whatever the device is. Both multichannel and omnichannel strategies enable businesses to interact with customers through various touchpoints; however, the omnichannel approach is the one that ties all these channels together seamlessly and coherently. This article delves deep into the omnichannel concept by pointing out that it is commendable for businesses to utilize omnichannel customer engagement technology when offering consistent, customized, and personalized multichannel communication to lead business growth over traditional strategies. The paper encapsulates the advantageous burst of communicating through omnichannel, which is the rise in customer loyalty, the potentiality of making personalization more advanced, and the capability to generate higher revenue. This article is a tool to figure out that the more companies employ omnichannel strategies beyond mere customer satisfaction, the more they augment their chances of having a sustainable and profitable business in the long run.
Keywords
Multichannel, Omnichannel strategies, Customer experience
Citation
From Multichannel to Omnichannel: A Strategy for Sustainable Growth. Renuka Kulkarni. 2025. IJIRCT, Volume 11, Issue 2. Pages 1-8. https://www.ijirct.org/viewPaper.php?paperId=2503016