With more than 29,000 retail stores in 76 countries, Starbucks uses a CRM system called My...

 

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With more than 29,000 retail stores in 76 countries, Starbucks uses a CRM system called My Starbucks Idea, which is powered by Salesforce. The system, which includes an interactive forum, gives the Starbucks community an online presence and allows the company to collect feedback from its customers. It also integrates the company's physical stores with social media sites such as Facebook, Twitter, and Google. On the system's Web site (www.mystarbucksidea.com) customers offer ideas, make comments, and cast votes on issues arranged into three major categories: product ideas, experience ideas, and involvement ideas. The system enables Starbucks to receive a steady stream of feedback and ideas from, and at the same time strengthening the bond with, its customers, which helps the bottom line. As of the first quarter of 2016, the system had collected more than 227,000 ideas, and many of them have already been implemented by Starbucks. My Starbucks Idea is a crowdsourcing success story. Answer the following questions in a Microsoft Word document and save the file on your computer with your last name in the file. (Example module_11_case1_Jones.doc) 1. What is My Starbucks Idea? 2. What has the Starbucks CRM achieved? How does it help the bottom line? 3. Which software platform is behind the Starbucks CRM system? 4. Is My Starbucks Idea a typical crowdsourcing project? Discuss With more than 29,000 retail stores in 76 countries, Starbucks uses a CRM system called My Starbucks Idea, which is powered by Salesforce. The system, which includes an interactive forum, gives the Starbucks community an online presence and allows the company to collect feedback from its customers. It also integrates the company's physical stores with social media sites such as Facebook, Twitter, and Google. On the system's Web site (www.mystarbucksidea.com) customers offer ideas, make comments, and cast votes on issues arranged into three major categories: product ideas, experience ideas, and involvement ideas. The system enables Starbucks to receive a steady stream of feedback and ideas from, and at the same time strengthening the bond with, its customers, which helps the bottom line. As of the first quarter of 2016, the system had collected more than 227,000 ideas, and many of them have already been implemented by Starbucks. My Starbucks Idea is a crowdsourcing success story. Answer the following questions in a Microsoft Word document and save the file on your computer with your last name in the file. (Example module_11_case1_Jones.doc) 1. What is My Starbucks Idea? 2. What has the Starbucks CRM achieved? How does it help the bottom line? 3. Which software platform is behind the Starbucks CRM system? 4. Is My Starbucks Idea a typical crowdsourcing project? Discuss

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Module 11 Case Study Starbucks CRM and My Starbucks Idea What is My Starbucks Idea My Starbucks Idea is a Customer Relationship Management CRM system utilized by Starbucks It functions as an interacti... View the full answer