Starbucks Customer Relationship Management
CRM measures
Why Starbucks did it?
How Starbucks are doing it?
Improvements Happened/What Starbucks are seeking?
Utilization of good customer service
In order for Starbucks to retaining and keep the right customers
Rapid branch/store expansion
Increase in sales and profit of business especially there is positive customer growth
Adopting such ideal CRM principle through offering quality products and services Starbucks customers’ really wants
To maintain loyal customers coming and patronize their services, to establish lasting relationship with customers
Through Research and Development process – Embracing Innovative ideas upon understanding customer experiences
Starbucks has become one of the leaders in coffee industry business seeking more useful ways to provide good service to customers with smile
Giving individualized customer value and importance
To achieve maximum customer satisfaction – that Starbucks customers will feel warm welcome
By means of friendly greetings – such as recognizing and remembering customer names can be by knowing his preferences, ideally saying "Hi " when Starbucks staff interacts with him assuming his name's .
Starbucks established strong base in customer service probably one of best customer service customers do get in a coffee shop
Benchmarking Adaptation
Impose desirable goal of CRM process
Establishing expectations for certain standards
Thank you to Starbucks as the Americans expect a lot more out of coffee shops
Appropriate and justifiable execution of staff training
Starbucks likes to keep their employees happy, The Inviolable First Rule For Happy Customers, putting employees through hours and hours of tasting training and offering "stock options, health benefits for part-time employees and an annual review which could result in a raise
The great secret of Starbucks is that the company puts more time and effort into its customer service than it gets credit for
Visible customer service development and growth in communication skills as reflected in work performance by the staff due to training received
Selection of the Onyx Software Selected to Power Starbucks CRM Initiative
Because Starbucks has become one of world's most recognized brands with stated mission of developing enthusiastic and satisfied customers as the Onyx Software is looking forward to help Starbucks deliver their mission by providing technology tools the representatives need to ensure positive customer experience
Deploying Onyx Enterprise CRM within their Foodservice team as the project was completed on time and under budget rolling out to possibly 200 Starbucks Foodservice representatives thus, also to manage corporate sales activities including efficient delivery and management of leads, effective pipeline management, faster activation of new accounts, and immediate resolution of customer issues within the business
Starbucks experienced extensive growth in Foodservice group, which lead to the development of several non-integrated customer databases and through Onyx, Starbucks Foodservice has been able to consolidate many of databases into single system enabling effective execution of key business process and rules established to facilitate communication between sales and auxiliary groups to streamline process of setting-up innovative customers accounts
Embracing Modern Technology to be utilized by the high tech minds of customers today
Help improve technology experience at Starbucks to truly serve AT&T broadband customers and remote-access business customers in getting unlimited free access at Starbucks locations.
AT&T will extend the benefits of Starbucks Wi-Fi to its wireless customers as they want to stay connected to their world 24/7 and Wi-Fi hot spots, broadband and wireless make that mobility possible
Laptops and smart phones give Starbucks the online mobility we crave and Starbucks customers will get Internet access free from the comfort of neighborhood Starbucks
Starbucks is the de facto CRM baseline standard for coffee shops now, in quality and customer service
Starbucks new relationship with AT&T give opportunity to expand and enhance the range of digital-entertainment experiences for customers as well as their partners in business
NOTES:
(2007). CRM at Starbucks: Retaining the Right Customers, February 26, 2007
. (2006). On Starbucks, CRM, Coffee Shops and Customer Service, Part One, August 3, 2006
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