NAME (21A) MATRIC NO.NUR SYIFA BINTI MOHD ABD KHAHAR 121221830

(0175850228)NORHANIZA BINTI MD SHARIFF 121221602

(0172308223)NURUL FATIEHAH BINTI MOHD YASIN 121221955(0148345365)NOR AZMIRA BINTI MOHAMAD

@MOHAMAD SALIHDIN121221526(0103836597)

HISTORY OF PIZZA HUT IN MALAYSIA

The Pizza Hut chain has grown to some 210 restaurants that operating by the end of February 2008 throughout Malaysia and Singapore, making it the pre-eminent pizza chain operator in its sector in both sides of the causeway

Pizza Hut Malaysia's success has been due to imaginative and innovative thinking in continuously developing, marketing and promoting new pizza products with unique and distinctive flavor, taste, style and appeal.

CUSTOMER RELATIONSHIP MANAGEMENT’S ROLE IN SUPPLY CHAIN MANAGEMENT.

• SCM is to ensure the business has the materials, information and financial resources to produce quality goods and services in a timely manner.

• SCM are ensure that all departments in the business get the raw materials they need to complete their work, while customer relationship management personnel deal with customers to make sure they get the support and services they need

• CRM are used to ensure parts and service get to customers when needed after sales are completed

• SCM are from suppliers to manufacturing occurs smoothly while the CRM function takes and transmits orders and ensures that product returns and customer support needs are handled.

KEY TOOLS AND COMPONENT OF CRM

SEGMENTING CUSTOMER

• CUSTOMER BUYING BEHAVIOR

• CUSTOMER COMMUNICATIONS

• CUSTOMER SERVICE CAPABILITIES

SEGMENTING CUSTOMER • CUSTOMER BUYING BEHAVIOR

SEGMENTING CUSTOMER-Interest

Determined the consumer’s priorities and preferences such as their eating habits.

-Target consumerFocus more on the location coverage to reach out to where the customer are such as Klang Valley that may attract the teenagers and office workers.

-Lifestyle / income

The consumer are attracted towards healthier, more complete and fairly priced meal compared to just fast food meals.

CUSTOMER BUYING BEHAVIOR

-Needs and subculture

Needs to aware and adaptive to local needs,tastes,culture and eating habit.ex: Pizza Hut are trying to adapt to Malaysian culture by providing Royal Masala pizza for the Indians.

-Demands for fast foods outlets

Rapid change in lifestyle make Western food chains like McDonalds,KFC, Burger King, Pizza Hut,etc are in high demand.

-Personality and self

Marketer can apply customer personality in designing its promotion and advertising ex : sitting arrangement in Pizza Hut Malaysia offers a warm and friendly ambience to relax and have a great time with family or friends.

CUSTOMER COMMUNICATIONS • CUSTOMER SERVICE CAPABILITIES

CUSTOMER COMMUNICATIONS

Persuade and attract customer by using effective communications

Pizza Hut also has used publicity in print media such as newspaper and magazines, as well as television commercial to inform potential customer about their up-dated service and special offer

CUSTOMER SERVICE CAPABILITIES

Pizza Hut offers a atmosphere that makes customers want to come back again and again

The basic marketing strategy of Pizza Hut is being customer centric and providing the best service

Pizza Hut also has an official website so that the customer may placed their order through online or suggest or complaint about the product.

CREATING CRM PLAN

Pizza Hut offer innovative products (different meals)

every month to its customer. INVOLVE CRM USERS FROM

THE OUTSET

Incentive and rewards encourage employee retention

by performance metrics.-help to curb attendance issue,

improve customer service & increase sales

SELECTING THE RIGHT APPLICATION AND PROVIDER

Manage database of customer to keep track on its customers and to understand customers’

preferences

Order screen in kitchen to tell them about their regular and

valued customer as well

TRAINING FOR CRM USERS

Pizza Hut front door staff is given proper training and

development to learn certain attitudes and behaviours to

serve and deal with the customers

-to understand the needs of the customers by offer them

appropriate and experience and equip them with skills to

perform their duties

ESTABLISHING PERFORMANCE MEASURES

Check their quality standards in three months

time in the form of service and product.

INTEGRATING EXISTING CRM APPLICATIONS

Existing CRM database, incorporating customer data

including previous browsing and online purchase history,

to tailor web content to each individual’s specific needs

Designing & Implementing CRM Program