CRM : Target Vs HardRock

 

CRM System of Target to provide seamless customer experience: 

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. 

Customers of Target uses various channels like retails stores, internet, email, telephone call centers, direct mail, catalog, service technicians, sales representatives, social networks like Facebook, mobile apps, Twitter, YouTube.to get the information  

Below are the lists of technologies as part of CRM that Target uses to facilitate seamless customer experience:

1.      Email – Target uses it for customer service as well as exclusives promotions.

2.      Telephone – Target uses call center technology to provide assistance to customers like questions on online orders, shipping & returns, gift registries, credit card services, credit card services, Target Gift Cards.

3.      Push – automatic delivery of content to user’s computer as part of planned schedule of communications or triggered by an event.

4.      Social media platforms – Target is present on various social media platform such as  Facebook , twitter, blogging, you tube for listening, conversing, and provide customer service

5.      Mobile platforms – for communications, accessing the internet and purchasing. 

Using these CRM support, target is trying to provide seamless customer experience to the customers which help to boost Customer Lift time Value (CLV). 

Hardrock.com provides more social media connection, than target. Hard rock seems to be giving more live updates and news on its website which engages the customers along with creating cool ambience on the site. I should not be comparing and contrasting both companies sue to their involvement in different business. Hardrock.com has given more channels to get connected to them for different reasons such as different contact number for CUSTOMER SERVICE, information regarding website problems , information regarding press events, press releases, public relations and interviews contact , information regarding legal issues, counterfeit merchandise, trademark or copyright infringement claims, information about Hotel, Casino or Cafe franchise & development opportunities, information regarding Hard Rock Hotels & Casinos press events, press releases, public relations and interviews.

 

I think more doesn’t always mean good. It’s entirely depends how well one is doing with specific social media. Tool like TRUESOCIALMETRIC could help us here knowing how well both company are doing with social media.

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