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Essay text:
Please describe how Pizza Hut improves customer satisfaction through CRM program.
In 2005, Pizza Hut started the CRM program which consisted of the following three: 1-800 hotline, Customer satisfaction/loyalty survey, and Bonus program.
The 1-800 hotline: From looking at the CRM model above, you can see that the hotline allowed Pizza Hut to ‘Interact to improve knowledge’ about the customer’s wants and needs. By knowing what the customers are happy or unhappy about, Pizza Hut can take different measures to satisfy the customers. I believe it’s always good to have a channel that’s ‘open’ to customers in order to get a feedback and hear complaints...
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