Customer Relationship Management - Assignment

Added on - 12 Nov 2020

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MANAGING THECUSTOMER RELATIONSHIPMANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................1LO 3................................................................................................................................................1P5 Examine digital technology for managing customer experience within enterprise byproviding specific example.........................................................................................................1M3 Evaluation on term that how technologies employed in managing customer experience toacquire and retain customers......................................................................................................3M4 Critically evaluation on advantage and disadvantage of CRM used in service sector........3LO 4................................................................................................................................................4D4 Evaluate delivery of customer service strategies and provide recommendation forimprovement in developing quality experience.........................................................................4CONCLUSION................................................................................................................................5REFERENCES................................................................................................................................6
INTRODUCTIONCustomer relationship management is the strategy that assists firm to stay connected tocustomers ad streamline the processes and also works to improve profitability (Zaki and Neely,2019). The present report will look over the activities of Hazev, it is restaurant engaged inproviding food and beverage.Furthermore, report will include the following things as use of digital technology tomaintain customer experience and retain them in enterprise. Lastly, the customer servicestrategies will be defined to deliver quality experience to customers.LO 3P5 Examine digital technology for managing customer experience within enterprise by providingspecific example.In the digital age the customers are more demanding than ever and modern technicaladvancement are transforming nearly even domain in customer experience. Customers are themost crucial aspect of business enterprise (Raina and et.al., 2019). The technologicaladvancement assists firm to improve efficiency, productivity and growth perspective bycontinuously evolving with use of modern technologies. Thus, restaurant as Hazev have the useof promising technologies and it also enhance the customer experience journey. These as are-Chatbots-This is latest revolution in the business landscape. By use of AI powered Chatbots thefirms are better equipped in terms to handle the customer service function. It is kind of virtualassistants that fulfils demand of customers for getting instant service support from business. Withhelp of this tool customer queries can be handled efficiently and there can be improvement incustomer satisfaction and experience with business.Big data analytics-It is tool that works as to transforming the way businesses interact withcustomers. This is the technology that helps the firm to understand the problem aspiration andexpectation that aids to have quicker solution (Jaziri, 2019). In addition to this, the nature ofpersonalisation aids firm to build loyal customer base and also improves profitability for longerperiod. For example- In enterprise most of customers sharers personalised data and firm promiseto send personalised offers and discounts. The entity receives the massive data and it becomesessential for them to analyse this data so that they can able to deliver better experience to endcustomers.1
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