Match columns A $($Scenario$)$ and B $($Key tools and components of CRM$)$

$14.$ Starbucks ensures its staff is well$-$informed about the latest products and promotions by organising regular training sessions. This approach ensures that employees can effectively communicate and sell Starbucks products to customers.

Answer $1$

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$7.$ If a customer frequently browses breakfast items on the website, Starbucks sends them promotions related to breakfast products.

Answer $2$

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$17.$ Starbucks keeps a comprehensive information resource accessible to its employees, ensuring they can readily access precise details about products and services. This resource supports staff in addressing customer inquiries and maintaining uniform information across all stores.

Answer $3$

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$9.$ Starbucks follows a set of principles focused on emphasising product quality and delivering a consistent customer experience. For instance, they make sure that every beverage is crafted to meet customer preferences, maintaining uniform quality standards at all their outlets.

Answer $4$

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$8.$ Starbucks utilises technology to enhance franchise operations. For example, they employ digital tools for inventory management, ensuring uniform quality at all stores, and efficiently scheduling employee shifts.

Answer $5$

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$15.$ Starbucks uses a geographic information system $($GIS$)$ to efficiently allocate resources and ensure balanced coverage across various regions, aiding in managing store locations and planning expansion.

Answer $6$

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$1.$ Starbucks categorises its customer base to offer targeted promotions where loyal customers receive special rewards, occasional visitors get incentives to visit more frequently, and new customers receive welcome offers to encourage repeat visits.

Answer $7$

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$5.$ Starbucks analyses data to understand why customers may be leaving. If a customer hasn't visited in a while, Starbucks may send them a survey to gather feedback. Based on this analysis, they can take corrective actions, like offering a free drink to re$-$engage the customer.

Answer $8$

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$4.$ Starbucks employs a smartphone application equipped with technology that streamlines the process of ordering and paying, enhancing the overall convenience of the customer experience.

Answer $9$

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$3.$ Starbucks engages in marketing strategies that foster strong engagement with its Rewards members. This involves securing consent to utilise their data, allowing Starbucks to personalise promotions based on individual preferences. For instance, if a Rewards member is a frequent consumer of iced coffee, Starbucks sends them special offers related to iced coffee or informs them about new flavours. Answer $10$

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$10.$ Starbucks maintains a commitment to precision by training baristas to prepare beverages and food items according to specific standards. Regular quality control measures are in place to ensure consistency.

Answer $11$

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$2.$ Starbucks offers personalised promotions to its Rewards members based on their purchase history and preferences.

Answer $12$

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$6.$ Starbucks assesses the long$-$term significance of each customer by examining their consistent average spending of R$100$ per visit over multiple years. This understanding allows Starbucks to allocate resources towards retaining these valuable customers.

Answer $13$

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$13.$ During the holiday season, Starbucks offers exclusive holiday$-$themed drinks and rewards to its customers.

Answer $14$

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$12.$ Starbucks offers assistance for inquiries, feedback, and resolving issues from customers. For instance, if a customer encounters an issue with their order or has inquiries about the Rewards program, they can reach out for help.

Answer $15$

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$11.$ Starbucks elevates the customer experience by taking into account all phases, starting with marketing and advertising prior to purchase, ensuring efficient order fulfilment while processing, collecting feedback and offering follow$-$up after the purchase to handle any concerns or issues.

Answer $16$

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$16.$ Starbucks actively engages with customers through its loyalty program, gathering information on their preferences and actions. This data enables Starbucks to customise promotions and incentives, ultimately encouraging repeat visits and fostering customer loyalty.