Customer Relationship Management Assignment

2171 Words Jun 13th, 2013 9 Pages
SCHOOL OF HOSPITALITY, TOURISM AND CULINARY ARTS

BACHELOR OF INTERNATIONAL HOSPITALITY MANAGEMENT (HONS.)

HTM2232
SALES AND CUSTOMER RELATIONS MANAGEMENT

ASSIGNMENT

NAME : TAN KHAI XIN
I/D : 0302483
BATCH : BH 5
GROUP : 8

LECTURER: LEE SOO SIAN SUBMISSION DATE: 31 May 2013

INTRODUCTION

CRM is the information industry abbreviation for customer relationship management which is commonly used to describe a business-customer relationship that ultimately focuses on understanding the customer as a business strategy. Apart from that, its system enables businesses to retain customers through better customer experience, attract new customers, win new clients and contracts, increase
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e.g. : http://eatdrinkkl.blogspot.com/2012/11/three-little-pigs-big-bad-wolf-bangsar.html : http://www.broughtup2share.com/2013/03/three-little-pigs-the-big-bad-wolf-bangsar/ * Through previous online deal on Groupon Malaysia website (link : http://www.groupon.my/deals/klang/three-little-pigs-the-big-bad-wolf-restaurant/716690824)

* Word of mouth * A few friends recommended for me to try out their signature pasta dish. * Friends on the social network like Facebook and Instagram posted positive feedbacks and pictures of their food.

Analysis of visit

1. RELIABILITY :

Expectation: The server to be able to give good suggestions according to my preference. * The service crew has to be knowledgeable about their menu as they are the ones who convey our order to the kitchen crew, and can suggest food and drinks according to my given preferences.

Outcome : Did not have full confidence being served by the service crew. * The server only attended to us when we were ready to order. He only points at the signature dishes on the menu when I asked for recommendations. After taking down our orders mentally, he walked away without repeating nor did he utter a single word throughout.

Verdict:
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