Practical implementation of CRM in corporate world

Role of Staff of Mc Donald’s in achieving effective customer relationship management which helps in generating huge revenue for the company

Internal staff of an organization plays a vital role in achieving effective customer relationship management for an organization. Internal staff acts as the representative of the company in implementing the customer relationship management module for retaining and getting in more business for the organization.

Determination of aims and objectives of CRM at Mc Donald’s

The aims and objective of CRM have been thoroughly communicated to the members of the organization, so that unanimity of the actions is possible and the overall aim of the company is attained.

Choice of system

The staff of Mc Donald’s has given best efforts to select the customized CRM techniques in order to provide the maximum to the customers and in order to resolve the processes in such a way that the ultimate result is best for the customers.

Implementation and management of system

It is a staff that forms the implementers of the CRM system in any organization, Since it is all about the quality of the service and at Mc Donalds every individual employee focuses on contributing level best for the execution of the CRM practices at all the levels. The senior managers and the line staff focus on delivering quality services so that they can make the best impression on the client and get more brand loyalty among the existing customers.

Analysis and use of data

The staff of Mc Donald’s in the CRM department is highly active in the analysis part of the customer needs and wants and thus transfers this information into conceptualization by providing best of the services to the clients in terms of timely service, beautiful ambience, high product quality and least waiting time. The data related to customers is gathered using effective CRM techniques and then the same is informed to the various departments of the organization so as to serve the customers in an efficient way.

Implementing customer service policies and processes

Customer oriented policies and procedures were formed to give the customer what they want, the following policies were implemented as a part of the customer relationship management program-

·         Set up of Drive in platforms set aside nearby highways so that the restaurant is easily accessible and the customers can easily drive in their way in to the restaurant.

·         Since the majority of the customers consisted of the children so Mc Donald’s implemented a strategy of providing toys as a gift to the children who visited the restaurant.

·         Loyalty programs to the loyal and regular customers to get a loyalty feeling among the customers and make them feel special by giving them special discounts. 

Introducing happy hours in which special discounts are given to the customers if they visit the restaurant at some specific period of time