McDonalds CRM Case Study
In order to better understand what type of Customer Relationship system will work best for your company, looking at how well-known company’s use CRM can be helpful. An analysis of Mconald!s CRM methods shows up some important issues. CRM, or customer relationship management, management, is a crucial tool for the modern business. It can improve a company's relationship with their clients, help to bring in new potential customers, and will assist you to increase your prots. !iven assistance by CRM programs and software, companies can start to nd out more about their clients, including their interactions and habits. McDonald's is a prime e"ample of a business that has managed to integrate CRM e#ectively into their business model.
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McDonald(s $verview )he McDonald's McDonald's Corporation is one one of the largest largest hamburger hamburger and fast food retailers across the globe. "perts calculate that they serve nearly *+ million customers every day, and have around +,+++ restaurants restaurants and franchises in more than -++ countries. It is an incredibly successful successful brand, and its logos and slogans are recognied across the world.
McDonald(s CRM In order to ensure that there is a consistent customer relationship throughout these many restaurants, McDonald's
uses a method which provides improved data capture, real/time reporting, and fast issue resolution. )his uniformity is down to the utiliation of a program called %owerCentre, supplied by &stute Solutions. )he software provides a data capture and information database which can be used to monitor and measure the customer relationship throughout the brand. )he %owerCentre software brings in data from throughout the company and includes both positive and negative reviews. 0eing able to assess restaurants by region, or even individual restaurants, means that McDonald's can 1uic2ly spot potential customer relationship issues and resolve them before they become a serious problem. Information is passed through the company 1uic2ly, providing 2ey results.
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Choosing CRM software )here are several reasons why &stute Solutions were chosen to be the providers of McDonald(s CRM services. 4irstly, McDonald's started loo2ing for a service provider with a concrete set of goals. )hey wished to e"tend the capacity for data capture from customers and have software which could provide both McDonald's corporate services and individual franchises with access to real/time customer information. )hey also wanted to be able to integrate their e"isting database into an e#ective CRM tool without the software becoming bloated or manageable. In addition to this( they also wanted software which was 5e"ible and functional to provide support for their evolving needs as a business.
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Customer Relationship Management (CRM) at Samsung company
Customer Relationship Management 7CRM8 is a way of using technology to give serve to customer. Customer relationship management 7CRM8 is a widely/implemented strategy for managing a company(s interactions withcustomers, clients and sales prospects. It involves using technology to organie, automate, and synchronie business processes9
principally sales activities, but also those for marketing, customer service, and technical support. )he overall goals are to nd, attract, and win new clients, nurture and retain those the company already has, entice former clients bac2 into the fold, and reduce the costs of mar2eting and client service
Many benet of CRM are : Improve customer satisfaction
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Share customer information more easily
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Increase sales by up selling and cross selling other products
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Identify most protable and unprotable customers
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)here are many pieces of software available that o#er customer relationship management features, but in reality, CRM goes beyond software implementation. It's a business strategy that often involves using multiple pieces of software, as well as implementing policies that promote 7-8 the collection of customer information, and 7;8 the use of that information by individuals throughout the company in order to ma"imie customer serviceand increase sales. )he customer relationship management system is an enterprise system, which means that it spans multiple departments.
to collect that information in a central repository, analye it, and ma2e it available to all departments. 4or e"ample, a company's call center may have a >screen pop,> a small application that is connected to the phone system. )his application, which is a type of CRM, automatically senses who is calling, and by the time the agent answers the phone, produces a screen on the computer that lists important information about the caller, such as what they have purchased in the past, what they are li2ely to buy in the future, and what products the company may have available that would go well with what the customer has already bought. )his >screen pop> is made up of several bits of information from di#erent databases= it may draw on information from the accounting department to show the agent what their current balance may be= it may draw on information from the sales department to show what has been purchased recently, and it may draw on information from the credit department to show the agent what terms can be o#ered. 0ecause a customer relationship management system is so comple", often involving multiple silos of information and multiple pieces of software, all tied together in a single interface, it's often hard to set up. Some larger companies use an integrator to put theCRM system together. 0ecause of the comple"ity of CRM, smaller companies often see it as too e"pensive. ?owever, even the smallest company can implement a CRM strategy. @hile a 4ortune A++ company may spend hundreds of thousands of dollars annually on customer relationship management, a small one/man shop may even handle CRM with a bo" of inde" cards and a ball point pen. Midsie companies may use simple, o#/the/ shelf software such as contact managers and spreadsheets, and still have a very e#ective CRM system that can help them to serve customers in the best possible way, and to ma2e the most advantageous use of information that has been collected.
$ne of e"ample company that use CRM is Bsamsung. Samsung is a mar2et leader in Consumer lectronics and Cell %hones. 4or more than + years, Samsung has been at the forefront of innovation. $ur discoveries, inventions and brea2through products have helped shape the history of the digital revolution. )o cut the time in the supply chain, S&MSE6! lectronics stringing F processes, namely the process of customer management, process R G D management, and supply chain management processes. )he process that will connect the R G D, production, mar2eting and customers. &lso, to answer the needs of I) infrastructure in order to speed up F processes, )hey use the R% system 7nterprise Resource %lanning / Resources &ction %lan8 on the branches throughout the country and abroad.
S&MSE6! lectronics will combine and ma2e the system networ2 SCM 7Supply Chain Management/%rocurement Interwoven Management8, %DM 7%roduct Data Management8 and CRM 7Customer Relationship Management8 and develop management information systems appropriate world time. $ne way of Samsung to run CRM is with use faceboo2. Samsung use faceboo2 and create their self part in faceboo2 to their activities especially sales, mar2eting and to give serve of customer. Samsung can promote their product using faceboo2. @e 2now that faceboo2 is one of succes social media with more than ; millions follower in wolrd. Samsung can promote their product using faceboo2. Can publish about new product to much people, with writing at the wall or etc. "ample is when Samsung promote 6e"us as a new product, they write in wall : 6e"us S is hereH Samsung has announced the release of the rst smartphone to feature the new !oogle &ndroid
;. $S. 6e"us S will be available in the E.S. and E.. later this month. Chec2 out the details here:http:JJbit.lyJeteCKL 0eside Samsung can give serve to customer. It is trough wall of faceboo2 or through the board discussion. Samsung use faceboo2 to as a place to tal2 about Samsung Mobile and all things mobile. Samsung hear abou suggest from customer, hear abou the advice, or about the complain from the customer. )hen they respons it. It is one of act, that they care to customer. )hey love passionate conversation, but let's 2eep it clean and fun. )hey reserve the right to remove content we deem abusive, o#ensive, or o#/topic and will bloc2 users from this page if repeated inappropriate behavior is observed. $ne more thing. If we need assistance with your Samsung product, the fastest and most e#ective way to reach it is at www.samsung.comJsupport . &s we 2nown Samsung ?ava a loso is devote human resources and technology to create products and e"ceptional service, thereby contributing to a better global society. S&MSE6! lectronics provide uni1ue solutions to meet customer needs. 4or this, Samsung will e"pand mar2eting programs based on CRM 7Customer Relationship Management / Customer Relationship Management8 at the world level that can be applied to all products. Samsung also will develop a digital networ2 by improving the compatibility between products with the best solutions to serve our customers. S&MSE6! lectronics place and will continue to place our consumers' needs as the main thing driving the mar2et for a company who can be trusted.
