Analysis of Customer Relationship Management and Service Report

This report focuses on the customer relationship management (CRM) strategies and customer service practices of Havez restaurant, particularly in the context of an international food event at Docklands academy. The report begins by outlining the strengths and weaknesses of CRM systems, emphasizing how effective CRM can improve customer relationships and streamline business processes. It also examines the customer service strategies employed during the event, including suggestions for enhancing customer experience, such as building a strong customer service infrastructure, resolving issues efficiently, and empowering employees. The report recommends improvements, including employee incentive programs and additional training to improve customer service quality. The restaurant's promotional efforts, including email marketing and social media campaigns, are also analyzed. This report underscores the importance of customer-centric strategies in driving business growth and customer loyalty within the restaurant industry.

Managing customer experience

Table of Contents
INTRODUCTION...........................................................................................................................1
Strengths and weaknesses of customer relationship management system..................................1
Customer service strategies.........................................................................................................2

Strengths and weaknesses of customer relationship management system
A customer relationship management programs make able to company to identify the
market trends, customers demands etc. Havez restaurant has found the way to implement
customer relationship management practices for international food event of Dockland to
understand their customers and students better and build loyalty.
Strengths of CRM system- By implementing the right CRM, firm can improve customer
relationships. Some advantages of CRM practices are:
 It helps in managing all the customer data in one place and allows workers to be more
productive and efficient by tracking customer history that include their needs and
demands.
 It helps restaurant to speed up their growth process.
 It simplifies marketing and sales process of restaurant.
 It helps manager in determining the better way to serve customers by marketing and
feedback of customers.
Weaknesses of CRM system- Despite of advantages, there are some disadvantages of
CRM system which many organisation face.
 It requires continuous maintenance, updation of information and system upgrading costly.
 It requires the need of training to its employees which include the proper knowledge of
products, material for giving the better services to customers which increases cost and
time.
Menu with some promotion material for the event
Hotel Havez support the academy by planning and promoting the event. There are some
dishes and drinks to serve the customers:
Group paper grape
Mutabel
Box garlic
Margherita pizza
Robin 2 special melt hot wrap
Cheese burger
Citrus mint cooler
Blueberry lemonade
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Cheese cake
Brownie skillet sundae
The restaurant will provide some promotional material to customers for promoting
international food event. By E-mail marketing, Facebook ads and by offering customers an
exclusive preview,
restaurant can promote this event of Docklands academy.
Customer service strategies
An effective customer service strategy is essential to the growth of the business. For supporting
Dockland academy, Havez restaurant can make the effective customer strategy which will help
restaurant to retain loyal customers and increase levels of repeat business.
The restaurant can use the following customer service strategies during the event:
 Build infrastructure that supports and help in providing and attracting great customers.
 Try to resolve customer issues at the first point of contact.
 Empower all the employees to please and make customers happy.
 To deliver promises on the time.
 Encourage customer interaction and utilize customer suggestions.
Recommendation for improving the quality of the customer experience
It can be evaluate that on some points Havez restaurant lacks in attracting more
customers and promoting event. It was lacking in recognizing their employees for better work
and delay in the delivery of food to customers.
For improving the quality of customer experience, restaurant should Build an incentive
and reward scheme into customer care strategy. It should Recognize those employees who have
made significant contribution to customer care by offering them an award. It will help in
attracting great customers and increasing morale of the employees. By strengthening customer
service team by providing enough training to customer service team it can improve the quality of
the customer experience.
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