Customer relationship management (CRM) is widely executed strategy where company need to manage and maintain customer interactions with their employees in better manner. The report is based on Starbucks which are using technology for organising, arranging and synchronise businesses process effectively (Khodakarami and Chan, 2014). CRM assist company for properly understand the customers views and reviews.
1. Evaluate how implemented strategy can enhance customer retention and customer delight
In Starbucks organisation, there are various strategies which help them in developing and making effective targets and goals in better manner. This can enhance the customer retention and customer delight for making proper improvement within an enterprise. Along with this, there are different strategies which executed for increasing customer retention and customer delight in proper way. This will enhance the customer relationship management strategies which assist them in increasing technology up-gradation and update in the company. For retaining customer they require to execute some steps such as offering discounts and coupons, providing effective rewards and awards after buying some item of Starbucks, developing appropriate scheduling for the customers. There are various ways where CRM help in enhancing customer retention are as follows:
- Target customers with the help of tailor made offers – Each buyer has some different purchasing pattern which can extract the interaction point that are suitable for engage for further schemes. Along with this, CRM can collect and gather accurate information in effective manner (Wang and Feng, 2012).
- Assist in developing loyalty program – Each brand of Starbucks should share their loyalty to the customers. Whatever information can be collected by using CRM software which can carry out all different level of customer engagement in better way. Take the assignment writing services with quality content.
2. Discuss how implemented CSR strategy can enhance customer engagement
There are certain ways through which CSR enhance customer engagement such are as follows:
- Engaging – Starbucks need to attract large number of customers towards developing products and services with the help of CSR (Kumar and Reinartz, 2018). Therefore, people who like more that is different from other need to share post with others.
- Transparent – In this, the business can share operation, culture and personality with their customers so they will became more closure with an organisation that can lead towards trust and loyalty.
- Different – In current time period, businesses required to compete with rivals in proper manner. With the assistance of this, they need to implemented CSR strategy which help in promoting set business targets and goals in effectively. In this, CSR oriented content are based on customer attention, so this will display the duty and responsibility with compare to businesses.
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3. Critically evaluate loyalty scheme at Starbucks and recommend innovation solution for customer development
Starbucks has been attributable with alteration of the coffee business. Starbucks rewards often as one of the best marketing loyalty program in present time period. The company provide various schemes to their customers at large market place which also help in attracting more customers towards their services and products (Stone, 2012). Along with this, it can be recommended that they require to make proper innovation solution which help them in enhancing customer development strategies or policies effectively. If firm will developing new unique and innovative product so this will gaining attention of large number of customers and also increasing customer development towards Starbucks items and services.
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As per the above report, it can be concluded that Customer relationship management is focus on updating and upgrading all systems which used for maintaining business operations in proper way. For implemented effective strategy, it can increasing the customer retention and delight. CSR strategy can increasing customer engagement and also understand the loyal scheme of Starbucks.