Are you a McDonald’s fan? Well, who isn’t, right? But are you aware of their CRM strategy? Apart from good food, they have a promising CRM too. McDonald’s is one of the most popular fast-food chains across the world. So with such a huge database, how do they manage to retain their customers? CRM strategy it is! Let’s have a brief look at their CRM objectives and strategies with which they ensure their customers keep loving them.
CRM, as we know, is a crucial tool in today’s modern business world. Looking at how these well-known companies use CRM can be helpful to know what kind of CRM system best suits your company. McDonald’s is a nice example of a company that has successfully integrated CRM into its business model. They have around 30,000 restaurants and franchises in and around the world, serving nearly 60 million people every day. That’s a pretty big deal!
General Strategy
Firstly, McDonald’s general strategy included affordable meals to attract more customers and developed a price-slashing and low volumes policy. They began looking for service providers with specific goals. With the hope to expand the ability to collect real-time consumer information, some of the McDonald’s CRM objectives were:
- Providing real-time access to customer information for the franchisees and company managers.
- Integrating data from the dynamic restaurant network into effective CRM tools.
- Improving the accuracy of the reports and delivering information for smarter decision-making.
Customer Satisfaction with CRM
When you are serving millions of people every day, using the right CRM system is important. Therefore, it is necessary to make sure that there is customer satisfaction consistently throughout these many restaurants. In addition, businesses need flexible and practical software to support their changing business needs. This is why McDonald’s implementation of Power Centre by Astute Solutions turned out to be a huge success.
Improved Customer Relationship
The software used by McDonald’s provides improved data, real-time reporting, and immediate problem-solving solutions. It provides a consumer database that allows to monitor and keep track of the customer relationship throughout the brand. CRM also brings in data that includes reviews, both positive and negative from throughout the company. Accordingly, it helps to strengthen the customer relationship and bring in new potential customers.
Most importantly, it ensures that all customer service teams have the correct data to create an incredible customer experience.
Interaction with the Customer
Thanks to CRM programs and software, companies get to learn more about their customers. This includes the customer interactions and preferences, providing better insights into consumer feedbacks to enhance customer satisfaction. Along with this, McDonald’s can evaluate all their restaurants, which means identifying the customer relationship issues and fixing them quickly. Another advantage of a CRM is that companies can target different audiences, proactively work with them and maintain relationships.
Moreover, you can also run reports to see where your opportunities are, how you interact with prospects and customers, trends in sales and customer service work, and more. Reporting is one of the most valuable advantages of the CRM platform, especially when it is enhanced by Artificial Intelligence.
McDonald’s, Apple, Amazon…next can be yours! Because CRM is the secret to the success of these big companies. So, having a firm focus on the customers is the key. Be it the improved relationship with the customers, focusing on their interactions, and consumer satisfaction, everything counts. Therefore, if you are still confused, there’s nothing to worry about. We have got you covered with our expertise in CRM services. For more information, check out our page AI Cloud Builders.