Managing customer experience

Managing Customer
Experience
(TASK 3)

Table of Content
 Introduction
 Role of digital technology in managing customer
behaviour
 Questions
 Conclusion
 References

INTRODUCTION
Consumers are the people which purchase goods and
services from organisation in order to avail it for personal
use. They are the people which assist in sales and revenue
of organisation. Restaurant is the place where food is
prepared and served.

Role of digital technology in managing
customer behaviour
Digital technology means
use of different digital
techniques in performing
operations. Use of digital
technology assist in
performing work with
more efficiency and
frequently.

Contd....
With the help of social media, customers of Bar 61
Restaurant give their reviews which helps them to take
corrective actions. This helps Bar 61 Restaurant to compete
in external environment.

Questions:
1. What was the name of the hotel for which presentation is
preparing?
Bar 61 Restaurant
2. Who made presentation for hotel?
Julian Hook
3. which software programme is used for CRM activities?
OPERA

CONCLUSION
With the help of CRM software, there is synchronisation in
business operations, customers demand can be analysed.
This is effective and significant for improving customer
service and taking feedback from customers.

REFERENCES
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer
experience management: toward implementing an
evolving marketing concept. Journal of the Academy of
Marketing Science. 45(3). pp.377-401.
Lemon, K.N. and Verhoef, P.C., 2016. Understanding
customer experience throughout the customer journey.
Journal of Marketing. 80(6). pp.69-96.

Thank You