customer relationship management and innovative stratigies

1. RIZWAN ANSARI
M.A.TOURISM ADMINISTRATION
HOW TO INCREASE PER DAY SALE WITH THE HELP OF CRM

2. CRM
•Customer Relationship
Management (CRM) is a strategy
for managing all your company's
relationships and interactions with
your customers and potential
customers. It helps you improve
your profitability.

3. HOW CRM WORKS
1
CRM is a combination of policies, processes, and strategies
implemented by a company that unify its customer interaction
and provides a mechanism for tracking customer information
2 Term applied to processes implemented by a company to
handle its contact with its customers
3 CRM is a software-based approach to handling customer
relationships
4 Store information on current and prospective customers

4. Relationship building is key, it can make the difference between a one-time
customer and those that return on a regular basis. These days there are plenty
of CRM solutions out there that cater specifically to the restaurant industry and
have changed the game significantly in this highly competitive arena.

5. EXAMPLE
•The first thing a CRM
system does is gather
information and help the
restaurant owner get to
know their customer
BUILD A CUSTOMER DATABASE
•Customer contact
details
•Frequency of visits
•Preferences on meals
•Average spend per
visit

6. POPULAR AND HIGHLY
PROFITABLE ITEMS
• Th
PROFITABLE BUT
UNPOPULAR ITEMS
•
POPULAR BUT
UNPROFITABLE ITEMS
• This is UNPOPULAR AND
UNPROFITABLE
•
POINT OF SALE
•CRM Software is
linked to the point of
sale software and
system will generate
sales information on
the menu production
in four way.

7.  At the heart of a successful
restaurant is its food, the
options available on the
menu too should match
customers' tastes and
preferences and its quality
should be superior.
•Fields of study which contribute most
to menu engineering include:
* Psychology (perception, attention,
emotion/effect)
Managerial Accounting (contribution
margin and unit cost analysis)
* Marketing and Strategy (pricing,
promotion)
Graphic Design (layout, typography)

8. *Cloud-based CRM systems such as
Salesforce mean every user has the same
information, all the time. Your sales force out
on the road can check data, update it
instantly after a meeting or work from
anywhere.
*The same information is available to anyone
who needs it, from the sales team to the
customer service representatives.
Perhaps the most significant recent development in CRM systems has been the move into the
cloud. Freed from the need to install software on hundreds or thousands of desktop PCs
and mobile devices, organisations worldwide are discovering the benefits of moving data,
software and services into a secure online environment.
*CRM can be quick and easy to implement. A
cloud-based system doesn't need special
installation and there's no hardware to set up,
keeping IT costs low and removing the
headache of version control and update
schedules.
* Cloud-based CRM platforms such as Salesforce
are flexible in terms of functionality, too -
you're just paying for the range of features
that are useful to you.
Reduce costsWork from anywhere
CRM and the Cloud Computing Revolution

9. •Marketing is the next
logical step.CRM
solution provides,
you can start
developing strategic
promotional
campaigns.
•In addition, CRM
enables you to
segment and
target specific
groups of
customers such
as seniors, adults,
students and
kids.
• Promote a theme
evening with small
giveaways and
freebies. Competitions
and theme evenings
create a vibe and are a
lot of fun. This makes
your restaurant not
only a place to eat at,
but a place to enjoy an
experience.
•Don’t only offer
discounts, but look at
adding value to the
customer. For example,
offer a free dessert one
night of the week or
run an in-store
competition. Send a
coupon or voucher via
text message that the
customer can redeem
on their next visit.

10.  Loyalty programs can track the frequency
of a customer’s visits using big data, their
meal preferences, what time of the week or
month they tend to visit, their average
spend per visit as well as their total spend
since being a member of the loyalty
program.
 Reward loyal customers with a free gift,
send a birthday wish and offer a discount.
Keep in regular touch with customers via
email or text message.
 This makes the customer feel special and
they love that they get something out of the
deal! .

11. Respond to customers who leave
feedback. Whether or not something
groundbreaking is learned from their
comment, it can show customers that
someone cares and is listening. It can also
help them connect with the brand on a
personal level. Tell them how their concern
has been resolved or thank them for their
time.

12.  Customers who say nice
things about companies
are providing credible and
invaluable word-of-mouth
marketing. Share their
words with the world, or
better yet, help them
share their own words
with the world through
social media.
 Customer feedback and
suggestions: Rather than just a
one-sided conversation, i.e. the
restaurant communicating with
the customer, this is a tool for the
customer to speak to the
restaurant.
 •Customer complaints: Don’t
lose a customer over a badly
handled complaint, most people
are quick to spread the word
about bad service to at least 10
or more other people.

13. 1 Staff manage their time more effectively.
2 Performance hotspots are quickly identified .
3 Workflow automation replaces repetitive manual
processes .
4 Email marketing actions are reported in CRM .
5 Users can instantly check customer order
histories .
6 Sales cycles are reduced and win rates improved .
7 Training costs are reduced by equipping new
users with tools .
8 Management decision making is nimble and well
informed.

14. 9 Tracks all points of contact between a customer and
the company.
10 Is a fast way to identify and handle potential problems.
11 Improve sales and streamline existing processes.
12 Closing sales more effectively and efficiently.
13 Customer data is protected and centrally managed.
14 Training costs are reduced by equipping new users
with tools they are already familiar .
15 Increased lead generation from highly personalised
marketing communications and customer lists .
16 Mobile and remote staff work productively with reliable
access to all the customer and activity information .

15. 1 MAIN POINTS TO TAKE HOME
1
2
CRM can lead to greater customer
service → greater profitability
3
4
Positive team culture has developed as staff
share information
Know your customer.
Remember that it is not enough to be nice to
your customer – you must learn from them.