e-CRM Practices: Domino’s Pizza

Running head: E-CRM PRACTICES
e-CRM Practices: Domino’s Pizza
Name of the Student
Name of the University
Author’s Note:

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E-CRM PRACTICES
Table of Contents
Introduction................................................................................................................................2
Discussion..................................................................................................................................2
1. Brief Discussion on Domino’s Pizza Inc...........................................................................2
2. Analysis and Explanation of Website Design, e Payment Systems and e-Marketing.......3
3. Analysis and Discussion of e CRM Applications..............................................................4
4. e CRM Improvements in Website, e-Payment system and e-Marketing...........................4
5. Two e Loyalty Practices.....................................................................................................5
6. Challenges in Implementation of e CRM...........................................................................6
Conclusion..................................................................................................................................7
References..................................................................................................................................8

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E-CRM PRACTICES
Introduction
CRM or Customer Relationship Management is the systematic approach for the
proper management of any specific organization’s interaction with their customers. This
system helps in capturing vital information regarding the clients of the organization
(Khodakarami & Chan, 2014). CRM utilizes analysis of data about the better improvement of
business relationships with the clients. The main focus is given to the customer retention and
growth of sales. The most important and significant feature of customer relationship
management approach is the CRM systems, which helps in the compilation of data from
various channels of communication. These channels mainly include electronic mails, social
media, and website of an organization, telephone and even live chat (Choudhury & Harrigan,
2014). The systems are utilized for the facilitation of catering the requirements of clients. E-
CRM or electronic customer relationship management is the incorporation of CRM with the
help of internet.
The following report explains about the customer relationship management or CRM
of the internationally recognized and popular fast food restaurant, namely, Domino’s Pizza.
The report provides a brief description on the mentioned organization with proper details.
The significant analysis and explanation of the design of the website, e payment systems and
e marketing systems are also given here (Stein, Smith & Lancioni, 2013). Moreover, the
various applications of e CRM, improvements in the website of e CRM, e payment system
and e marketing system are also provided in this report. Furthermore, the several challenges
during CRM implementation are given here.
Discussion
1. Brief Discussion on Domino’s Pizza Inc.
Domino’s Pizza Inc. is the largest chain of pizza restaurant in America that was
eventually founded in the year 1960 (Domino's., 2018). The main headquarter of this
particular organization is in Ann Arbor, Michigan, with the name of Domino’s Farms Office
Park. Tom Monaghan and James Monaghan founded this popular chain of restaurant. They
bought a small store of pizza in Ypsilanti Michigan in the Eastern Michigan University,
namely, DomiNicks. In the year 1965, the organization was named as Domino’s Pizza Inc.
The first international franchise of Domino’s Pizza was opened in Winnipeg, Manitoba,