Customer Relationship Management (Crm) In Starbucks 1


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Customer Relationship Management (Crm) In Starbucks 1

  1. 1. Team X<br />Atalay, caliskan, hewitt, krishnamoorthy, Trevor ,perdomoand tokarczyk<br />Customer Relationship Management (CRM) in Starbucks<br />
  2. 2. Starbucks<br />Largest coffeehouse company in the world.<br />16,635 stores in 49 countries.<br />Enviable customer loyalty.<br />Increasing sales and market share.<br />
  3. 3. Study<br />Analysis of Starbucks’ “Customer-Centricity” <br />“Four Phases of Customer Orientation” model<br />“Customer Orientation Self Assessment” survey<br />Analysis of Starbucks’ CRM<br />Customer-Centric marketing strategy<br />Proposed CRM<br />
  4. 4. Current Situation in CRM<br />Starbucks Rewards Card<br /> is operated by<br />Consona<br />3rd party websites<br />2D mobile barcode system by Codilink<br />In store feedback form<br />1-800-23-LATTE<br />
  5. 5.
  6. 6. Key Issues<br />Rewards Card is not free<br /> is not connected to Consona<br />In Store feedback forms are weak<br />Long waiting times at 1-800-23-LATTE<br />Starbucks Shared Planet and Community Involvement programs<br />Baristas and the Community<br />
  7. 7. Recommendations<br />Improve feedback: key in pads, 24x7 customer service, better in store feedback<br />Rewards Card program: free card, direct communication, easy use of coupons<br />Empower the store manager and the regional office to take key decisions<br />Community Involvement: Increase local events like “go green”, get-togethers<br />Product offerings: customize some products to suit the demographics of the area<br />
  8. 8. Recommendations<br />Better BI and Data warehousing tools<br />Employee feedback opportunity<br />Improve barista-customer relations<br />Consolidate the current customer relation systems to one platform<br />
  9. 9. Are you growing your business with CRM?<br />
  10. 10. Critical Measurements<br />Online and store surveys to measure customer satisfaction<br />Employee satisfaction survey<br />Number of Starbucks Cardholders: Customer reactivation, Cross-sell<br />Number of customer complaints<br />
  11. 11. Critical Measurements<br />Revenue per store/ per region<br />Profit per customer<br />Customer retention, acquisition <br />Total Revenue & Growth <br />
  12. 12. Consona Enterprise CRM Solution<br />Consona Software is one of the top CRM solutions in the world; has more than 4500 clients<br />Centralized application to attain a 360 degree view<br />Consolidation of different customer databases to a single system<br />Starbucks deployed Consona Enterprise CRM solution within its Foodservice team <br />“” Salesforce to Consona platform <br />
  13. 13. Consona Enterprise CRM Solution<br />Easy to use: the user interface provides all key customer information in a single location for ease of use.<br />Customizable: Consona CRM process management module permits users to configure, modify the user interface and business processes.<br />Powerful Analysis: Consona CRM performance management module provides score carding, reporting, analytical analysis.<br />Consona Case management module provides all the functionality needed to manage service and support operations.<br />
  14. 14. Questions and Answers<br />Team X<br />Atalay, Caliskan, Hewitt, Trevor,Krishnamoorthy, Perdomo and Tokarczyk<br />
  15. 15. THANK YOU!<br />