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McDonalds CRM Case Study

In order to better understand what type of Customer Relationship system will work best for your company, looking at how well-known company’s use CRM can be helpful. An analysis of McDonald's CRM methods shows up some important issues.

CRM, or customer relationship management, is a crucial tool for the modern business. It can improve a company's relationship with their clients, help to bring in new potential customers, and will assist you to increase your profits. Given assistance by CRM programs and software, companies can start to find out more about their clients, including their interactions and habits.

McDonald's is a prime example of a business that has managed to integrate CRM effectively into their business model.

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McDonald’s Overview

The McDonald's Corporation is one of the largest hamburger and fast food retailers across the globe. Experts calculate that they serve nearly 60 million customers every day, and have around 30,000 restaurants and franchises in more than 100 countries. It is an incredibly successful brand, and its logos and slogans are recognized across the world.

McDonald’s CRM

In order to ensure that there is a consistent customer relationship throughout these many restaurants, McDonald's uses a method which provides improved data capture, real-time reporting, and fast issue resolution. This uniformity is down to the utilization of a program called PowerCentre, supplied by Astute Solutions. The software provides a data capture and information database which can be used to monitor and measure the customer relationship throughout the brand.

The PowerCentre software brings in data from throughout the company and includes both positive and negative reviews. Being able to assess restaurants by region, or even individual restaurants, means that McDonald's can quickly spot potential customer relationship issues and resolve them before they become a serious problem. Information is passed through the company quickly, providing key results.

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Choosing CRM software

There are several reasons why Astute Solutions were chosen to be the providers of McDonald’s CRM services. Firstly, McDonald's started looking for a service provider with a concrete set of goals. They wished to extend the capacity for data capture from customers and have software which could provide both McDonald's corporate services and individual franchises with access to real-time customer information.

They also wanted to be able to integrate their existing database into an effective CRM tool without the software becoming bloated or manageable. In addition to this’ they also wanted software which was flexible and functional to provide support for their evolving needs as a business.