Customer relationship Management Of McDonald

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

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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