Starbucks Customer Relationship

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Starbucks Corporation is an American coffee company and also coffeehouse chain. The first Starbucks was founded in Seattle, Washington in 1971 by 3 partners, which are Jerry Baldwin, Zev Siegl, and Gordon Bowker. They looked for the inspiration from Alfred Peet to set up a coffee store for selling high-quality coffee and equipment. Initially, Starbucks were a roaster and tradesman of whole bean, coffee, tea and spices with a single store in Seattle’s Poke Place Market.
After around 10 year, the director of retail operation which is Howard Schultz realised that they should be selling drinks rather than just bean and machines. Thus, the founders decided to sale the Starbucks to Schultz and he started expand it quickly. After that, the coffeehouse
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And now Starbucks has selling variety of coffee and tea products, such as mocha, latte and so on. The missions of the Starbucks are inspire and nurture the human spirit, which is one person, one cup and one neighbourhood at a time. Besides, they always believed in serving the best coffee and highest standard of quality to customers.
1.1 Introduction to CRM Program Customer Relationship Management (CRM) is an approach that refers to the stratagems and technologies that the company uses to manage and analyze the interaction between company and its current and future customers. The process of CRM also tries to interpret the historical data about customer with the company. Companies always implement CRM programs in their business to increases or maximize the revenue and profit while they sustain in a good relationship with their customers. In order to do so, Starbucks has implemented some CRM programs in its business. Firstly, Starbucks uses a CRM system called My Starbucks Idea, this system is powered by Salesforce.com. The system, which is My Starbucks Idea is providing an online platform for customers to make an interaction, such as Facebook and Twitter. This interactive forum gives an online presence between Starbucks and community, and also allows the Starbucks to collect the feedback from its
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This is an analytical strategy as it involves consolidation of different customer database in a single system. Consona software is one of the best CRM solutions in the world which has more than 5000 clients now. It offers technology and services across the following software application categories: enterprise resource planning, CRM, knowledge management, eService, network management and product configuration (Aptean, 2015). Consona software enables Starbucks to cost-effectively carry out a system that automates complex and unique service processes. It helps Starbucks service team resolve customer inquiries in a personalized manner that enhances incident resolution and improves customer satisfaction. Consona solutions also allow Starbucks to adopt a Cloud-Based deployment using the Amazon Elastic Compute Cloud (EC2), a secure virtual computing environment. Starbucks chose Consona software out of so many existing software vendors due to its ease of access. Consona solutions are easy to acquire because they require no investment in advance. Since the solution can be operated with a wide range of hardware, operating systems, databases, and browsers, Starbucks service team can implement it easily. It is also easy to adapt and customize because of a new model-based

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