McDonalds CRM Case Study

In order to better understand what type of Customer

Relationship system will work best for your company,
looking at how well-known companys use CRM can be
helpful. An analysis of McDonald's CRM methods shows
up some important issues.
CRM, or customer relationship management, is a crucial tool for
the modern business. It can improve a company's relationship
with their clients, help to bring in new potential customers, and
will assist you to increase your profits. Given assistance by CRM
programs and software, companies can start to find out more
about their clients, including their interactions and habits.
McDonald's is a prime example of a business that has managed
to integrate CRM effectively into their business model.

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McDonalds Overview
The McDonald's Corporation is one of the largest hamburger
and fast food retailers across the globe. Experts calculate that
they serve nearly 60 million customers every day, and have
around 30,000 restaurants and franchises in more than 100
countries. It is an incredibly successful brand, and its logos and
slogans are recognized across the world.

McDonalds CRM
In order to ensure that there is a consistent customer
relationship throughout these many restaurants, McDonald's

uses a method which provides improved data capture, real-time

reporting, and fast issue resolution. This uniformity is down to
the utilization of a program called PowerCentre, supplied by
Astute Solutions. The software provides a data capture and
information database which can be used to monitor and
measure the customer relationship throughout the brand.
The PowerCentre software brings in data from throughout the
company and includes both positive and negative reviews.
Being able to assess restaurants by region, or even individual
restaurants, means that McDonald's can quickly spot potential
customer relationship issues and resolve them before they
become a serious problem. Information is passed through the
company quickly, providing key results.

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Choosing CRM software

There are several reasons why Astute Solutions were chosen to
be the providers of McDonalds CRM services. Firstly,
McDonald's started looking for a service provider with a
concrete set of goals. They wished to extend the capacity for
data capture from customers and have software which could
provide both McDonald's corporate services and individual
franchises with access to real-time customer information.
They also wanted to be able to integrate their existing database
into an effective CRM tool without the software becoming
bloated or manageable. In addition to this they also wanted
software which was flexible and functional to provide support
for their evolving needs as a business.

Now Read

Customer Relationship Management

(CRM) at Samsung company

Customer Relationship Management (CRM) is a way of using

technology to give serve to customer. Customer relationship
management (CRM) is a widely-implemented strategy for
managing a companys interactions withcustomers, clients and
sales prospects. It involves using technology to organize,
automate,
and
synchronize
business
processes

principally sales activities, but also those for marketing, customer

service, and technical support.
The overall goals are to find, attract, and win new clients, nurture
and retain those the company already has, entice former clients
back into the fold, and reduce the costs of marketing and client
service

Many benefit of CRM are :

Improve customer satisfaction
Share customer information more easily
Increase sales by up selling and cross selling other products
Identify most profitable and unprofitable customers
There are many pieces of software available that offer customer
relationship management features, but in reality, CRM goes
beyond software implementation. It's a business strategy that often
involves using multiple pieces of software, as well as
implementing policies that promote (1) the collection of customer
information, and (2) the use of that information by individuals
throughout the company in order to maximize customer serviceand
increase sales.
The customer relationship management system is an enterprise
system, which means that it spans multiple departments. Virtually
all departments within a corporation have at least some indirect
access to customers, or customer information; the goal of CRM is

to collect that information in a central repository, analyze it, and

make it available to all departments.
For example, a company's call center may have a "screen pop," a
small application that is connected to the phone system. This
application, which is a type of CRM, automatically senses who is
calling, and by the time the agent answers the phone, produces a
screen on the computer that lists important information about the
caller, such as what they have purchased in the past, what they
are likely to buy in the future, and what products the company
may have available that would go well with what the customer
has already bought. This "screen pop" is made up of several bits
of information from different databases; it may draw on
information from the accounting department to show the agent
what their current balance may be; it may draw on information
from the sales department to show what has been purchased
recently, and it may draw on information from the credit
department to show the agent what terms can be offered.
Because a customer relationship management system is so
complex, often involving multiple silos of information and multiple
pieces of software, all tied together in a single interface, it's often
hard to set up. Some larger companies use an integrator to put
theCRM system together. Because of the complexity of CRM,
smaller companies often see it as too expensive. However, even
the smallest company can implement a CRM strategy. While
a Fortune 500 company may spend hundreds of thousands of
dollars annually on customer relationship management, a small
one-man shop may even handle CRM with a box of index cards
and a ball point pen. Midsize companies may use simple, off-theshelf software such as contact managers and spreadsheets, and
still have a very effective CRM system that can help them to serve
customers in the best possible way, and to make the most
advantageous use of information that has been collected.

One of example company that use CRM is samsung. Samsung is

a market leader in Consumer Electronics and Cell Phones. For
more than 70 years, Samsung has been at the forefront of
innovation. Our discoveries, inventions and breakthrough
products have helped shape the history of the digital revolution.
To cut the time in the supply chain, SAMSUNG Electronics
stringing 4 processes, namely the process of customer
management, process R & D management, and supply chain
management processes. The process that will connect the R & D,
production, marketing and customers. Also, to answer the needs
of IT infrastructure in order to speed up 4 processes, They use the
ERP system (Enterprise Resource Planning - Resources Action
Plan) on the branches throughout the country and abroad.

SAMSUNG Electronics will combine and make the system network

SCM (Supply Chain Management-Procurement Interwoven
Management), PDM (Product Data Management) and CRM
(Customer Relationship Management) and develop management
information systems appropriate world time.
One way of Samsung to run CRM is with use facebook. Samsung
use facebook and create their self part in facebook to their
activities especially sales, marketing and to give serve of
customer. Samsung can promote their product using facebook.
We know that facebook is one of succes social media with more
than 2 millions follower in wolrd.
Samsung can promote their product using facebook. Can publish
about new product to much people, with writing at the wall or etc.
Example is when Samsung promote Nexus as a new product, they
write in wall : Nexus S is here! Samsung has announced the
release of the first smartphone to feature the new Google Android

2.3 OS. Nexus S will be available in the U.S. and U.K. later this
month. Check out the details here:http://bit.ly/eteCXQ
Beside Samsung can give serve to customer. It is trough wall of
facebook or through the board discussion. Samsung use facebook
to as a place to talk about Samsung Mobile and all things mobile.
Samsung hear abou suggest from customer, hear abou the
advice, or about the complain from the customer. Then they
respons it. It is one of act, that they care to customer. They love
passionate conversation, but let's keep it clean and fun. They
reserve the right to remove content we deem abusive, offensive,
or off-topic and will block users from this page if repeated
inappropriate behavior is observed. One more thing. If we need
assistance with your Samsung product, the fastest and most
effective way to reach it is at www.samsung.com/support. As we
known Samsung Hava a filosofi is devote human resources and
technology to create products and exceptional service, thereby
contributing to a better global society.
SAMSUNG Electronics provide unique solutions to meet customer
needs. For this, Samsung will expand marketing programs based
on CRM (Customer Relationship Management - Customer
Relationship Management) at the world level that can be applied
to all products. Samsung also will develop a digital network by
improving the compatibility between products with the best
solutions to serve our customers. SAMSUNG Electronics place and
will continue to place our consumers' needs as the main thing
driving the market for a company who can be trusted.