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NAME (21A) MATRIC NO. 
NUR SYIFA BINTI MOHD ABD KHAHAR 121221830 
NORHANIZA BINTI MD SHARIFF 121221602 
(0175850228) 
NURUL FATIEHAH BINTI MOHD YASIN 121221955 
(0172308223) 
NOR AZMIRA BINTI MOHAMAD 
121221526 
(0148345365)
HISTORY OF PIZZA HUT IN MALAYSIA 
 The Pizza Hut chain has grown to some 210 
restaurants that operating by the end of 
February 2008 throughout Malaysia and 
Singapore, making it the pre-eminent pizza 
chain operator in its sector in both sides of the 
causeway 
 Pizza Hut Malaysia's success has been due to 
imaginative and innovative thinking in 
continuously developing, marketing and 
promoting new pizza products with unique and 
distinctive flavor, taste, style and appeal.
CUSTOMER RELATIONSHIP 
MANAGEMENT’S ROLE IN SUPPLY 
CHAIN MANAGEMENT. 
• SCM is to ensure the business has the materials, 
information and financial resources to produce quality 
goods and services in a timely manner. 
• SCM are ensure that all departments in the business get 
the raw materials they need to complete their work, while 
customer relationship management personnel deal with 
customers to make sure they get the support and services 
they need 
• CRM are used to ensure parts and service get to 
customers when needed after sales are completed 
• SCM are from suppliers to manufacturing occurs smoothly 
while the CRM function takes and transmits orders and 
ensures that product returns and customer support needs 
are handled.
KEY TOOLS AND COMPONENT 
OF CRM 
SEGMENTING CUSTOMER 
• CUSTOMER BUYING BEHAVIOR 
• CUSTOMER COMMUNICATIONS 
• CUSTOMER SERVICE 
CAPABILITIES
SEGMENTING CUSTOMER • CUSTOMER BUYING BEHAVIOR 
SEGMENTING CUSTOMER 
-Interest 
Determined the consumer’s priorities and 
preferences such as their eating habits. 
-Target consumer 
Focus more on the location coverage to reach out 
to where the customer are such as Klang Valley that 
may attract the teenagers and office workers. 
-Lifestyle / income 
The consumer are attracted towards healthier, more 
complete and fairly priced meal compared to just fast food 
meals. 
CUSTOMER BUYING BEHAVIOR 
-Needs and subculture 
Needs to aware and adaptive to local 
needs,tastes,culture and eating habit.ex: Pizza Hut 
are trying to adapt to Malaysian culture by providing 
Royal Masala pizza for the Indians. 
-Demands for fast foods outlets 
Rapid change in lifestyle make Western food 
chains like McDonalds,KFC, Burger King, Pizza 
Hut,etc are in high demand. 
-Personality and self 
Marketer can apply customer personality in 
designing its promotion and advertising ex : sitting 
arrangement in Pizza Hut Malaysia offers a warm 
and friendly ambience to relax and have a great time 
with family or friends.
CUSTOMER COMMUNICATIONS • CUSTOMER SERVICE 
CAPABILITIES 
CUSTOMER COMMUNICATIONS 
Persuade and attract customer 
by using effective communications 
Pizza Hut also has used publicity 
in print media such as newspaper 
and magazines, as well as 
television commercial to inform 
potential customer about their up-dated 
service and special offer 
CUSTOMER SERVICE 
CAPABILITIES 
Pizza Hut offers a atmosphere 
that makes customers want to 
come back again and again 
The basic marketing strategy of 
Pizza Hut is being customer 
centric and providing the best 
service 
Pizza Hut also has an official 
website so that the customer may 
placed their order through online 
or suggest or complaint about the 
product.
Designing & Implementing CRM Program 
CREATING CRM PLAN 
Pizza Hut offer innovative 
products (different meals) 
every month to its customer. 
INVOLVE CRM USERS FROM 
THE OUTSET 
Incentive and rewards 
encourage employee retention 
by performance metrics. 
-help to curb attendance issue, 
improve customer service & 
increase sales 
SELECTING THE RIGHT 
APPLICATION AND PROVIDER 
Manage database of customer 
to keep track on its customers 
and to understand customers’ 
preferences 
Order screen in kitchen to tell 
them about their regular and 
valued customer as well 
TRAINING FOR CRM USERS 
Pizza Hut front door staff is 
given proper training and 
development to learn certain 
attitudes and behaviours to 
serve and deal with the 
customers 
-to understand the needs of the 
customers by offer them 
appropriate and experience and 
equip them with skills to 
perform their duties 
ESTABLISHING 
PERFORMANCE MEASURES 
Check their quality 
standards in three months 
time in the form of service and 
INTEGRATING EXISTING CRM
Customer relationship pizza hut
Customer relationship pizza hut
Customer relationship pizza hut
Customer relationship pizza hut

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Customer relationship pizza hut

  • 1.
  • 2. NAME (21A) MATRIC NO. NUR SYIFA BINTI MOHD ABD KHAHAR 121221830 NORHANIZA BINTI MD SHARIFF 121221602 (0175850228) NURUL FATIEHAH BINTI MOHD YASIN 121221955 (0172308223) NOR AZMIRA BINTI MOHAMAD 121221526 (0148345365)
  • 3. HISTORY OF PIZZA HUT IN MALAYSIA  The Pizza Hut chain has grown to some 210 restaurants that operating by the end of February 2008 throughout Malaysia and Singapore, making it the pre-eminent pizza chain operator in its sector in both sides of the causeway  Pizza Hut Malaysia's success has been due to imaginative and innovative thinking in continuously developing, marketing and promoting new pizza products with unique and distinctive flavor, taste, style and appeal.
  • 4. CUSTOMER RELATIONSHIP MANAGEMENT’S ROLE IN SUPPLY CHAIN MANAGEMENT. • SCM is to ensure the business has the materials, information and financial resources to produce quality goods and services in a timely manner. • SCM are ensure that all departments in the business get the raw materials they need to complete their work, while customer relationship management personnel deal with customers to make sure they get the support and services they need • CRM are used to ensure parts and service get to customers when needed after sales are completed • SCM are from suppliers to manufacturing occurs smoothly while the CRM function takes and transmits orders and ensures that product returns and customer support needs are handled.
  • 5. KEY TOOLS AND COMPONENT OF CRM SEGMENTING CUSTOMER • CUSTOMER BUYING BEHAVIOR • CUSTOMER COMMUNICATIONS • CUSTOMER SERVICE CAPABILITIES
  • 6. SEGMENTING CUSTOMER • CUSTOMER BUYING BEHAVIOR SEGMENTING CUSTOMER -Interest Determined the consumer’s priorities and preferences such as their eating habits. -Target consumer Focus more on the location coverage to reach out to where the customer are such as Klang Valley that may attract the teenagers and office workers. -Lifestyle / income The consumer are attracted towards healthier, more complete and fairly priced meal compared to just fast food meals. CUSTOMER BUYING BEHAVIOR -Needs and subculture Needs to aware and adaptive to local needs,tastes,culture and eating habit.ex: Pizza Hut are trying to adapt to Malaysian culture by providing Royal Masala pizza for the Indians. -Demands for fast foods outlets Rapid change in lifestyle make Western food chains like McDonalds,KFC, Burger King, Pizza Hut,etc are in high demand. -Personality and self Marketer can apply customer personality in designing its promotion and advertising ex : sitting arrangement in Pizza Hut Malaysia offers a warm and friendly ambience to relax and have a great time with family or friends.
  • 7. CUSTOMER COMMUNICATIONS • CUSTOMER SERVICE CAPABILITIES CUSTOMER COMMUNICATIONS Persuade and attract customer by using effective communications Pizza Hut also has used publicity in print media such as newspaper and magazines, as well as television commercial to inform potential customer about their up-dated service and special offer CUSTOMER SERVICE CAPABILITIES Pizza Hut offers a atmosphere that makes customers want to come back again and again The basic marketing strategy of Pizza Hut is being customer centric and providing the best service Pizza Hut also has an official website so that the customer may placed their order through online or suggest or complaint about the product.
  • 8. Designing & Implementing CRM Program CREATING CRM PLAN Pizza Hut offer innovative products (different meals) every month to its customer. INVOLVE CRM USERS FROM THE OUTSET Incentive and rewards encourage employee retention by performance metrics. -help to curb attendance issue, improve customer service & increase sales SELECTING THE RIGHT APPLICATION AND PROVIDER Manage database of customer to keep track on its customers and to understand customers’ preferences Order screen in kitchen to tell them about their regular and valued customer as well TRAINING FOR CRM USERS Pizza Hut front door staff is given proper training and development to learn certain attitudes and behaviours to serve and deal with the customers -to understand the needs of the customers by offer them appropriate and experience and equip them with skills to perform their duties ESTABLISHING PERFORMANCE MEASURES Check their quality standards in three months time in the form of service and INTEGRATING EXISTING CRM