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Starbucks
Largest coffeehouse company in the world.
Study
Analysis of Starbucks Customer-Centricity
Key Issues
Rewards Card is not free
Recommendations
Improve feedback: key in pads, 24x7 customer
service, better in store feedback Rewards Card program: free card, direct communication, easy use of coupons Empower the store manager and the regional office to take key decisions
Community Involvement: Increase local events like go green, get-togethers Product offerings: customize some products to suit the demographics of the area
Recommendations
Better BI and Data warehousing tools
one platform
Critical Measurements
Online and store surveys to measure customer
satisfaction Employee satisfaction survey Number of Starbucks Cardholders: Customer reactivation, Cross-sell Number of customer complaints
Critical Measurements
Revenue per store/ per region
Profit per customer Customer retention, acquisition Total Revenue & Growth
the world; has more than 4500 clients Centralized application to attain a 360 degree view Consolidation of different customer databases to a single system Starbucks deployed Consona Enterprise CRM solution within its Foodservice team Starbucksidea.com Salesforce to Consona platform
information in a single location for ease of use. Customizable: Consona CRM process management module permits users to configure, modify the user interface and business processes. Powerful Analysis: Consona CRM performance management module provides score carding, reporting, analytical analysis. Consona Case management module provides all the functionality needed to manage service and support operations.
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