Question: Draw a case / function matrix for A coffee shop Name SAM for Customer Relationship Management ( CRM ) System Description: The CRM system focuses

Draw a case

/

function matrix for A coffee shop Name SAM for

Customer Relationship Management

(

CRM

)

System

Description: The CRM system focuses on managing customer interactions, providing personalized service, and gathering feedback to enhance customer satisfaction and loyalty.

Functions:

1 .

Customer Data Management: CRM stores customer profiles, including contact details, purchase history, preferences, and feedback, enabling personalized service and targeted marketing.

2 .

Order Support: CRM enables baristas and customer service representatives to assist customers with inquiries, order updates, modifications, and refunds, ensuring a seamless and satisfying experience.

3 .

Personalization: CRM analyzes customer preferences and behavior to offer personalized promotions, discounts, and recommendations tailored to individual tastes and purchasing habits.

4 .

Feedback Collection: CRM facilitates gathering feedback through surveys, social media interactions, and in

-

store comment cards, providing valuable insights for continuous improvement and innovation.

5 .

Reporting and Analytics: CRM generates reports on customer satisfaction, order frequency, popular items, and revenue trends, providing actionable insights for strategic decision

-

making and service enhancements, and helping SAM stay responsive to evolving customer needs.

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