Question

Assume that you are the owner of a small bicycle sales and repair shop serving hundreds of customers in your area. Identify the kinds of customer information you would like your firm's Customer Relationship Management (CRM) system to capture. How migh

this information be used to provide better service or increase revenue? Identify where or how you might capture this data.

Answer 1

In a small bicycle shop, capturing customer information like contact details, purchase history, and service preferences in a CRM system can enhance customer service and increase revenue. Analyzing this data helps to personalize services and improve overall customer experience.

Step-by-step explanation:

Utilizing Customer Relationship Management

If you are the owner of a small bicycle sales and repair shop using a Customer Relationship Management (CRM) system, you will want to capture several types of customer information. These may include basic contact details, purchase history, service preferences, and feedback from customers. This information can be captured through sales transactions, service appointments, customer surveys, and interactions at the point of sale.

By analyzing this customer data, you can identify trends, improve customer service, and create targeted marketing campaigns to increase revenue. For instance, knowing the purchase history helps in offering personalized service recommendations, while understanding service preferences can facilitate a better customer experience. Additionally, feedback can guide improvements in both product offerings and service processes.

One way to gather this information is through questionnaires, as done by an electronics chain store manager in capturing customer ages. Alternatively, a library recorded the number of children vs. adult patrons checking out books to calculate proportions. These methods illustrate the importance of gathering information from customers to make informed business decisions and enhance service quality.

Answer 2

Bicycle shops specialize in the selling of bicycles. Depending on the shop, they may also buy, special order, rent, or repair bicycles as additional services. The retail space of the shop usually dictates the size of the inventory.

CRM-Customer Relationship Management:

The CRM is the process of integrating the functions of sales of the product, marketing, and services provided in an organization.

The objective of CRM is to help sales associates to plan the relationship development activities required to maintain and expand business.