6. NESTED PROCESS
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.
7. KEY TOOLS AND COMPONENT OF CRM
SEGMENTING CUSTOMER
CUSTOMER BUYING BEHAVIOR
CUSTOMER COMMUNICATIONS
CUSTOMER SERVICE
CAPABILITIES
8. SEGMENTING CUSTOMER
-Interest
-Target consumer
-Lifestyle / income
CUSTOMER BUYING BEHAVIOR
-Needs and subculture
-Demands for fast foods outlets
-Personality and self
9. CUSTOMER COMMUNICATIONS
Persuade and attract customer by using
effective communications
CUSTOMER SERVICE CAPABILITIES
The basic marketing strategy of Pizza Hut
is being customer centric and providing
the best service
10. Pizza Hut Delivery Service
PH’s delivery services
Delivery Areas 25%
Ordering Experience 23%
Order Accuracy 6%
Food Quality 2%
Delivery Speed 44%
13. PizzaHut Delivery Services Overall
Sentiment
Positive 13%
Negative 67%
Neutral 20%
Some keys issues about the delivery service:
Ordering Experience
Speed
Quality of Food
Accuracy
14. Break Even
As Bangladeshi calendar
shows that we have 200
normal/working days and
165 holidays.
Average selling price are
taken from pizza hut
menu.
Average variable price are
given by pizza hut
manager from Jamuna
future park branch, Dhaka.
Unit sales per day (normal
and holidays) are given by
also manager but it is
approximate value.
Average
selling
price
Average
variable
price
Unit
sales
per
day(nor
mal
days)
Unit
sales
per day
(weeken
d/holida
ys)
Pizza 800 350 40 75
Pasta 500 250 25 40
Others 300 120 50 120
15. Break Even Analysis
Cost (taka)
Total Sales(61775 unit per year) 36540000
Variable cost(61775 unit per year) 13607250
Contribution margin(total sales – Total Variable
cost)
22932750
Fixed Expenses 25340000
Net operating loss(Contribution margin – Fixed
expenses)
2407250
16. Break Even Analysis ( Contd.)
Break even sales in Taka = Fixed expense/ Cm
ratio
=25340000/.62
= 40870967 taka
Break even sales in unit = 40870967*533.33
= 76,634 units
Editor's Notes
introduction: find out basic info and interesting facts
