can you help me please on my thesis? well it is all bout customer relationship management,,?

Question

well it talks about the strategies of a restaurant or bar,, on how they handle thier cunsumers,,, pls.. can you help me with this?

Answer 1

Customer relationship management (CRM) encompasses the capabilities, methodologies, and technologies that support an enterprise in managing customer relationships. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures.

A good CRM program needs to:
-Identify customer success factors
-Create a customer-based culture
-Adopt customer-based measures
-Develop an end-to-end process to serve customers
-Recommend what questions to ask to help a customer solve a problem
-Recommend what to tell a customer with a complaint about a purchase
-Track all aspects of selling to customers and prospects as well as customer support.

For example, in a restaurant:
-How is the customer dealt with when they walk through the door -do they find a seat, wait to be shown? Who is responsible for this? Who does it if they are not around?
-Is their drinks order taken by that person? Coats?
-Who takes their food order? Who checks up on its speed and correctness?
-Would you try to gather info on them so you can mailshot them with offers -get them to enter a prize draw giving their address and email?
-How do you ensure feedback? Place a card on the table? Just ask them when the plates are taken away?
-Who deals with complaints? How do they deal with them -free drink? Replace the dish?
-Do you target corporate customers at Christmas etc to try to get them to book up a large table for a party? How about birthday parties and work nights out?
-Do you offer a happy hour at the bar to get people in? Or do you build a kids play area and hand out crayons cos you want to attract families.
-Where are you making the most margin -on main courses, kids meals, drink?
-Should your till be a quick order, smart electronic touch screen linking to the kitchen, or does your Michelin chef like a slip of paper which he can shout out an order from?
-Do you advertise in a local paper, yellow pages, put leaflets through people's doors locally.
-Do you expect your customers to be local people or to travel for some distance?
-Do you vary your menu to cater for daytime shoppers then evening diners or theatre-goers?

Check out the Key Concepts headings in Wikipedia's CRM entry below, including Product, Price, Promotion, "Placement", Service, Retail Research. There are good links from these sites.

I watched Gordon Ramsay challenge a (rubbish) chef at a restaurant in the UK. He took out two plates of food, one containing his own suggested dish (steak and ale pie) and the other this chef's dish (black pudding en croute or something equally weird). He stopped people in the street and asked them to try the dishes, tell them which they preffered and how much they would pay for it in a restaurant. They all preffered Gordon's and said they would pay £5-£7 for it. He had intended to put it on the menu for £5.95, costed to make a £3 profit on each one. He took the dish with the other guy's food on it and threw it in the river!

Answer 2

It is not an invasion of privacy becuase the CRM tools are optional and usually a customer has to opt-out to this information. Such as a reward card. Price discrimination is not the goal of a CRM. The CRM allows the company to track trends in order to take advantage of the needs within demographics but not to take advantage of demographics. This is a good tool to manage segmentation. COSTCO uses a CRM system and will market those who frequent a COSTCO store more than those who rarely occupy the store.

Answer 3

Nobody Can do the Homework for you, You must first do it your self before you can ask for help!You only succeed in life by trying!!!If you have troubles with setting up a thesis, go to the student service organization on your campus. Here they have homework help avaiable to you. it's free of charge. Every University has that. They will help you to set up a Thesis. I hope that helps!

Answer 4

Customers always tell more people about bad experiences and go on telling about them for a much longer time than they do good ones.

Answer 5

I think a SUCCESSFUL restaurant or bar gives the customer what he/she wants. Not what the owner thinks the customer wants. An example of a product that the company thought was satisfying a need but was not was the Edsel.

Answer 6

Over the years, Soffront has developed a complete CRM solution for sales, marketing, customer service, IT and engineering.