Charles Manalili

Professor Gragg

Htm425Project

Project: Develop CRM for Jamba Juice

Current System

Describe: Jamba Juice currently has no way of systematically tracking and enhancing

     repeat customers’ experiences.  Only by comment cards they received some

     kind of feedback.

Define:  Current proposal is to develop a CRM system within Jamba Juice’s current

  system. The CRM system will allow Jamba Juice to maintain and track info of

  repeat customers.

Current Feedback Flow: Customer visits store         Customer experience the visit        

       Customer fills out comment card           Customer mails

        comment card          Jamba Corporate receives comment card        

        Jamba Corporate send respond to designated store and

        customer          Store and customer receives feedback.

This current feedback flow does not give Jamba Juice any kind of information about their customers.  Usually these comment cards are more often negative than positive.

Desired System

Describe:  CRM system vía Jamba Juice’s Intranet.  This system will allow Jamba Juice

      to collect data from its customers with integrity of not sharing any of

      customers’ info.  Jamba Juice will only use the info collected for their private  

      use.  Its main purpose is to track customers’ purchasing habits.  This system

      will be self-running and maintaining of records and will automatically respond

      as programmed.

Define:  The new CRM system will keep track of documented customers.  The system

   via customer cards will automatically save and update customers’ purchases

   and purchasing habits, i.e. time of day visits, number, size and type of

   smoothie(s), and other useful info.

Join now!

Desired Feedback Flow:   (Introduction stage) Employee offers customer to fill out new

        customer card           customer accepts and fills out info        

        employee enters info in system          employee programs

         card with information         (Repeat visit) customer purchase

         smoothie(s)           employee swipes card to record purchase      

         system records and stores purchase     ...

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