The case discusses how the introduction of the corporate CRM of Grupo Cortefiel affected their Milano chain and the way they faced their business. When implementation came, the brand also had to review topics around their growth model. The questions considered aspects like the franchise model, the store development model itself, and mainly a loyalty program based on the available client information. One of the challenges resulting from the change was how to maximize the use of technology, but also the need to find qualified personnel for its management.