customer relationship
Sino College
Customer Relations
Management Strategies
Victor Chak
Billy Keung
Jonathan Cheung
Customer Relationship Management
(BMC 333)
Kenneth Ng
22/11/2013
Table of Contents
Introduction
1
Contents
2
1.Organization background
1.1 Weakness in CRM strategies
2.1
2.New mission statement
2.1
Slogon & core value
2.2
Target market selection
2.2
3.New Loyalty program
2.4
4.General Customer relations strategies
2.5
Conclusion
Reference
Introduction
Customer relationship management stand for the relationship between customer and supplier.Supplier reponsibility is not only to deliver the quality and service but also to listen and to be customer friendly. The prerequisite of CRM is to build a common understanding of buyer-seller relationships and the commitment. There are four cornerstones of CRM which is customer knowledge ; relationship strategy ; communication and individual value proposition. This four element must be develop step by step , in order to succeed in the management , same as being successful in your area.CRM's impact in the commercial marketplace(chain restaurant) cannot be undervalued. CRM is focused upon the development of a customer – centrice business culture. This culture is dedicated to winning and keeping customers by creating and delivering value better than competitors. In a customer – centric culture you would expect resources to be allocated where they would best enhance customer value,reward systems to promote employee behaviours the enhance ustomer satisfaction and retention, and customer information to be collected,share and applied across th business.1
1 Customer relationship management – concepts and technologies ( second edition) publish by francis buttle
Contents
1.Organization background
The chain restaurant we have chosen is “EAT TOGETHER”(大家食).Founder in 1998 by Mr lui.
Mr,lui had been being a waiter and chef before. Now “EAT TOGETHER” restaurant
Customer Relations
Management Strategies
Victor Chak
Billy Keung
Jonathan Cheung
Customer Relationship Management
(BMC 333)
Kenneth Ng
22/11/2013
Table of Contents
Introduction
1
Contents
2
1.Organization background
1.1 Weakness in CRM strategies
2.1
2.New mission statement
2.1
Slogon & core value
2.2
Target market selection
2.2
3.New Loyalty program
2.4
4.General Customer relations strategies
2.5
Conclusion
Reference
Introduction
Customer relationship management stand for the relationship between customer and supplier.Supplier reponsibility is not only to deliver the quality and service but also to listen and to be customer friendly. The prerequisite of CRM is to build a common understanding of buyer-seller relationships and the commitment. There are four cornerstones of CRM which is customer knowledge ; relationship strategy ; communication and individual value proposition. This four element must be develop step by step , in order to succeed in the management , same as being successful in your area.CRM's impact in the commercial marketplace(chain restaurant) cannot be undervalued. CRM is focused upon the development of a customer – centrice business culture. This culture is dedicated to winning and keeping customers by creating and delivering value better than competitors. In a customer – centric culture you would expect resources to be allocated where they would best enhance customer value,reward systems to promote employee behaviours the enhance ustomer satisfaction and retention, and customer information to be collected,share and applied across th business.1
1 Customer relationship management – concepts and technologies ( second edition) publish by francis buttle
Contents
1.Organization background
The chain restaurant we have chosen is “EAT TOGETHER”(大家食).Founder in 1998 by Mr lui.
Mr,lui had been being a waiter and chef before. Now “EAT TOGETHER” restaurant