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Mcdonald'S: CRM Assignment
Mcdonald'S: CRM Assignment
MCDONALD'S
GROUP - 7
GROUP MEMBERS
Joshua Edwin - MBA20196
Isha Gupta - MBA20138
Nidhi Khare - MBA20209
Pankaj Ramraje -MBA20152
Somya Jaiswal- MBA20168
Siddhant Khairnar - MBA20226
Shreyansh - MBA20243
SECTOR OVER VIEW
Quick Service Industry
Franchise
Foreign Investment
Eating Habits
Home Delivery
Company Overview
MCDONALD'S
Classification of
2 customers
2 Loyalty Program
0
1 McCafe than McDonald's
7
Personalized experience
2 Reward Program
0
2 Clubbed with loyalty program
Incentivise visits and complaint resolution
1
SOURCE OF DATA
&
DATA INTEGRATION
AT MCDONALD'S
UTILIZATION
Predictive Analysis
Real Time Reporting
Quick Issue Resolution Methods
Cost Savings
Time Reductions
Time Optimisation
DATA New Product Development
Understanding Market Conditions
34000 Stores
118 Countries
62 Million Customers
$ 27 Million Revenue
Big Data
Customers Information
Purchase History
Sales Patterns
Market Trends
CONSUMER
JOURNEY
CAMPAIGN MANAGEMENT
PRE-
SALES Finding most profitable channel
Digitalizing Customer Engagement
CUSTOMER SERVICE
POST- Better data on customer satisfaction and promoting
SALES
transparency. Promoting social media discussion and
menu recommendations
Customer
Touchpoints
DINE IN
CUSTOMER CROSS
ACQUISITION SELL
Advertisements Fries
Affordable Prices McCafe
CUSTOMER CUSTOMER
CHURN RETENTION
CRM ANALYTICS
Customer Acqusition
Cross Sell
Customer Churn
Customer Retention
LOYALTY Retention & Repeat
Transaction Base
PROGRAM
Discount / Free
Automatic
AutomaticEnrollment
Enrollment 10 Fries Points / 100
Open
OpenLoyalty
Loyalty 1 Year - Expiry
Number
Number&&OTP
OTPbased
based Double Rewards - 3
REFERRAL
PROGRAM
Same Rewards
Mobile Number
Rewards for both
PERFORMANCE
METRICS FOR
CRM
Customer Churn
Net Promoter Score
Customer Effort Score (CES)
Rate of Renewal
Customer Retention Cost
Expansion Revenue
First Contact Resolution Rate (FCR)
MEASURING
RETURN ON CRM
INVESTMENTS
Sales volume
Time per sale
Number of deals closed
Net new revenue
Upsell rate
Customer acquisition cost and customer value
TECHNOLOGY AND
ORGANIZATIONAL
CHALLENGES FOR
IMPLEMENTATION
OF CRM
Organisation Related Challenges
Lack of senior management sponsorship
Trying to accomplish all CRM objectives in the initial launch.
Lack of scope clarity & budget overruns
Underestimating Change Management
Changes in Key Stakeholders in Middle of Project
Lack of Expertise of the CRM vendor
Technology Related Challenges
Lack of CRM Product Fit
Integration Related Issues
Infrastructure Related Issues
Process Related Challenges
Data Migration
Impact on Existing Business Processes
THANK YOU!