McDonald's is the world's number 1 fast-food company by sales, with about 32,000 restaurants serving burgers and fries in about 120 countries. (There are nearly 14,000 Golden Arches locations in the US.) The popular chain is well-known for its Big Macs, Quarter Pounders, and Chicken McNuggets. Most of its outlets are free-standing units, but McDonald's also has many units located in airports and retail areas.
TABLE OF CONTENTS
TABLE OF CONTENTS
Choice of the organization 5
Introduction 5
McDonald’s history 6
Vision of McDonalds 7
Mission statement of McDonalds 7
Departments of the organization: 8
Products 8
Competitors 9
Customer relationship management (CRM) 10
Goals of CRM 11
Hierarchical structure of our organization 12
Important management discipline in McDonalds 13
McDonald’s corporation customer success story 13
Business issue: 13
Solution and results: 14
Product consistency 14
Act like a retailer and think like a brand 14
McDonald’s business infrastructure 14
Activity of branch office managers and how they support CRM 15
Activity of McDonald’s employees/ works 15
CRM and personalization 15
Managing key customers 16
Relationship marketing and CRM 17
Customer life cycle in McDonalds 17
McDonald’s credits business intelligence for recent growth 18
Friendly customer service 18
Class of people visits McDonalds outlets 19
Ways the customer contact McDonalds 19
Hot selling product of McDonalds 19
Strengths and weaknesses of McDonalds that help retain and loose customer 20
Strengths 20
Weakness 21
Over exposure 21
Customer trends 21
Threats and opportunities that directly affect the customer relation with McDonalds 22
Opportunities- 23
Threats- 23
Advantages of CRM in McDonalds 23
Trends of CRM 24
Newcomers to the CRM landscape 24
Common mistakes companies make with CRM 24
CRM implementation helping in improving business 25
Aims of McDonalds 25
Self-service pilot program in McDonalds 25
Expectations for CRM in the next five years: 25
McDonalds following standard CRM 26
Questionnaire 27
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