The Bakery Management Software

Running head: CUSTOMER RETENTION PROGRAM
Customer Retention Program for the "Bakery Shop"
Name of the student:
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1CUSTOMER RETENTION PROGRAM
Table of Contents
1. Implementation............................................................................................................................2
a. A CRM system.........................................................................................................................2
b. A customer service recovery program.....................................................................................4
2. Changes........................................................................................................................................4
3. Creating a short code of ethics.....................................................................................................5
4. Reward programs.........................................................................................................................5
References........................................................................................................................................8

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1. Implementation
a. A CRM system
The use of software for the purpose of CRM in the 'Bakery Shop' can serve its different
customer retention purposes. ‘Bakery Management Software’ is the one that can be used as the
CRM system.
Types of Data Impact on the Business Process
Footfall during peak hours of
a day
 To keep stock in
sufficient amount to
leverage the
opportunity
effectively
 For good customer
impression
 Increased customer
satisfaction
1. The data of orders
collected by bar staffs
and bakery staffs
2. Data captured at the
time of billing at the
cash counter
Footfall during festive times,
holidays or day offs
 To anticipate the
demand for the
products during any
kind of day offs
 To keep sufficient
stock to manage the
demand
Analysis of data captured in
Bakery Management
Software

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Customer types, their
preferences and purchase
volume
 To organize items of
the bakery as per their
demand
 To effectively utilize
the peak times to
register momentous
sales
 To leverage the
opportunities
 Analysis of the data
captured in the Bakery
Management Software
 By using the excel
sheet
Sales figure New business strategies to
boost up the business
Analysis of the data obtained
from Bakery Management
Software in the excel sheet.
Complaint Resolution Customer service will get
better
 Analysis of the
frequency of
complaints lodged
each month
 Repetition of similar
complaints
 Compliant handling
time
 Customer feedback on
complaint resolution
Table 1: A CRM System for Bakery Shop
(Source: Nyadzayo & Khajehzadeh, 2016)

4CUSTOMER RETENTION PROGRAM
b. A customer service recovery program
Process
 Customer can lodge a complaint on the business contact number as well as its email
address;
 Order replacement, if it is feasible
 Complaint resolution confirmation in emails
Steps
 Understand the customer concern on the phone
 Deliver a replacement for the delivery already made, if feasible
 Refund a full amount, if out of stock
 Training programs to keep increasing customer service efficiency
2. Changes
 An increasing number of complaints due to a growing customer base: This will require
fresh recruitment of one or a few people to be allocated in the complaint handling
department depending on the needs. It is needed to keep the complaint handling time
under control and deliver a resolution effectively.
 Increasing complaints due to growing store branches: If this is a case, an expert in
complaint handling should be recruited at the managerial position for the complaint

5CUSTOMER RETENTION PROGRAM
handling department. The manager will supervise the process and manage its people, so
that, complaint resolution efficiency across all its stores remain the same.
3. Creating a short code of ethics
Sales
1. Honesty –The expiry date, if applicable for a product should be communicated instead of
selling it just for the sake of registering the sales.
2. Commitment – Taking a bulk order for a product or more is not a matter of appreciation
for the business (Bian & Çalıyurt, 2018).
Customer Service
3. Professional Behaviour – Each and every staff, be it the bakery and bar staff, or else,
should maintain a professional behavior with the customers regardless of the situation.
4. Confidentiality – Customer data should not be shared or sold to marketing people
5. Fair Practices – Customers regardless of their age of association with the business and
the culture they belong to, should be offered the same treatment in terms of service and
pricing (Bian & Çalıyurt, 2018).
4. Reward programs
Formal Reward Programs

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1. Employee Wellness Program – Wellness programs such as an eye checkup campaign or
else will let employees feel being valued. They will perceive as if the employer cares for
their health.
2. Annual Performance Appraisal – Annual appraisal is done to reward employees a hike in
their salary depending on their performance. This activity should be unbiased, so that,
employees could realize the importance to be rewarded.
3. Reward and Recognition Program – This can be organized every month or during peak
months as required to facilitate those who have remarkably performed better than the rest
(Yang & Horak, 2019).
Informal Reward Programs
1. Celebrating Happy Birthdays – This could be motivating to many while not for the few
others. In the celebration, cakes can be cut in the presence of the managers and all.
Moreover, an email of greet can also be shared with the birthday boy or girl.
2. Eat – Eating together with the staffs will let the staff understand their managers. The staff
will thereafter feel free to reach to the managers in case they need any assistance.
3. Recognize Punctuality – Punctuality with respect to disciplined behavior, attendance and
timely entrance to the workplace can be recognized.
4. Celebrate Work Anniversaries – Work anniversaries can be celebrated through the emails
sent to the eligible staff.
5. Manager and Employees Meeting – Managers can meet with the staff as required to ask
about any problem faced by them and ensuring that their problems will be taken care of.
6. Educating Employees – Peer employees can be encouraged to educate new recruits, so
that, they get to learn things quickly.

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7. Congratulatory Words – The use of congratulatory words in emails or in verbal can give
the staff reasons to be happy. Any achievement in the workplace can be recognized this
way (Yang & Horak, 2019).

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References
Bian, J., & Çalıyurt, K. T. (Eds.). (2018). Regulations and Applications of Ethics in Business
Practice. Springer.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated
mediation model of customer relationship management quality and brand image. Journal
of Retailing and Consumer Services, 30, 262-270.
Yang, I., & Horak, S. (2019). Formal and informal practices in contemporary Korean
management. The International Journal of Human Resource Management, 30(22), 3113-
3137.