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Applebees My Part

Applebee's was previously using a spreadsheet system for customer relationship management (CRM) that had several issues: data gathering and analysis took too much time, managing data across departments was difficult, and integration of data was challenging. This made it hard for Applebee's to achieve its goals. Applebee realized it needed an integrated view of its business and customers. A new CRM system provides benefits like understanding customer needs faster to give them what they want, increasing customer satisfaction and return visits through better menu offerings and variety introduced more quickly.

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Maryam Saleem Sanjrani
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66 views2 pages

Applebees My Part

Applebee's was previously using a spreadsheet system for customer relationship management (CRM) that had several issues: data gathering and analysis took too much time, managing data across departments was difficult, and integration of data was challenging. This made it hard for Applebee's to achieve its goals. Applebee realized it needed an integrated view of its business and customers. A new CRM system provides benefits like understanding customer needs faster to give them what they want, increasing customer satisfaction and return visits through better menu offerings and variety introduced more quickly.

Uploaded by

Maryam Saleem Sanjrani
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CRM PROBLEM

Initially it was using the spreadsheet software and the following were the loopholes in the system:
Data gathering was time consuming and difficult Data analysis took weeks Managing the data was difficult Integration of data from various departments was difficult This made it difficult for Applebee to achieve its goal

Applebee realized they need integrated view of its business and guests.

New CRMs benefits to customers


Customers get what the want from Applebees as their needs are better understood with less time taken. Satisfaction of customers increase which increases the frequency of visits Better menu offerings More variety introduced with less time

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