Customer Experience Management- Assignment

Added on - 10 Dec 2020

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Managing the Customer Experience
TABLE OF CONTENTSINTRODUCTION..........................................................................................................................1MAIN BODY...................................................................................................................................1LO3..................................................................................................................................................1P5 How digital technologies are used to manage the customer experience using various CRMsystem tools..................................................................................................................................1M3 How digital technologies are used for customer experience and changing CRM system toretain customers...........................................................................................................................2D3 Advantages and disadvantages of CRM for customer retention............................................3LO4..................................................................................................................................................4P6 Customer service strategies in food beverage industry..........................................................4P7 How customer service strategies create and develop customer's experience.........................5M4 Application of customer service strategies for creating customer experience and givingproper recommendations of improvement...................................................................................6D4 Delivery of customer service strategies with proper recommendations improving customerexperience....................................................................................................................................6CONCLUSION................................................................................................................................6REFERENCES...............................................................................................................................8
INTRODUCTIONMaintaining of customer experience within an enterprise is very important for anorganisation as it helps in improving overall functionality. With the advancement of technology,different businesses are using digital tools and equipment’s for encouraging and sustaining thecustomer satisfaction. Basically, the Customer Relationship Management (CRM) tools are beenselected for this purpose. It supports the growth of the firm and help in identifying the needs andrequirements of customers for maintaining good relationships. For the present report, Hazev hasbeen chosen which offers dinning services to the customers. The present report will providedeeper insight about the manner in which digital technologies used by Hazev for managingcustomer experience when partnering with academy event. Besides this, it will also shed light onhow customer services strategies help in meeting requirements of target market effectually.MAIN BODYLO3P5 How digital technologies are used to manage the customer experience using various CRMsystem toolsFor an organisation like Hazev, maintaining the suitable customer satisfaction level is anutmost priority during the food event by Dockyards Academy. It assists the organisation to havea good profitability and improving performance of organisation which enhances overallrelationship with buyers. For this purpose, Customer relationship management (CRM) systems isused which helps the organisation to meet their customer's needs and demands using integratedCRM system (Kusinit, 2018). There are various types of CRM systems that are taken inconsideration by a firm to improve the quality of services and products offered to guest andmanage customer satisfaction level within organisation during the food event. Theimplementation of digital technology employed within the firm help in managing customersatisfaction level and improve their experience towards a firm. Some major implications ofdigital tools and technologies are:This will help in assessing the issues that are been faced by customers and take propersolutions to mitigate them.Different digital tools like CRM systems can be used by the firm which will help inproper accessing of communication with customers.1
The assessing of different tools and techniques will help in improving restaurantsrelationship with their guests.Looking at the dining facilities provided by firm, Integrated CRM system is used by firmthat aids an organisation to track down its orders, manage customer complaints and providesuitable support or resolution to a customer. Various digital CRM tools like Data analytics andcloud computing can be incorporated within the integrated restaurant CRM system, which willimprove the quality of services and thus, help the organisation to enhance performance of firmduring the food event. Examples of some good CRM systems are:HubSpot CRM, SalesforceEssentials, Zoho, CRM etc. which can be used by a restaurant.M3 How digital technologies are used for customer experience and changing CRM system toretain customersDifferent types of digital tools and techniques like emails, telephonic communication andsocial media platform can be used along with CRM can be taken within the firm which willimprove quality of services and thus will lead the suitable changes within various CRM systemsto retain customers.Some major digital tools that can be undertaken by the firm to improve the quality of operationsare:2
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