Draw a casefunction matrix for A coffee shop Name SAM for

Customer Relationship Management CRM System

Description: The CRM system focuses on managing customer interactions, providing personalized service, and gathering feedback to enhance customer satisfaction and loyalty.

Functions:

Customer Data Management: CRM stores customer profiles, including contact details, purchase history, preferences, and feedback, enabling personalized service and targeted marketing.

Order Support: CRM enables baristas and customer service representatives to assist customers with inquiries, order updates, modifications, and refunds, ensuring a seamless and satisfying experience. Personalization: CRM analyzes customer preferences and behavior to offer personalized promotions, discounts, and recommendations tailored to individual tastes and purchasing habits.

Feedback Collection: CRM facilitates gathering feedback through surveys, social media interactions, and instore comment cards, providing valuable insights for continuous improvement and innovation.

Reporting and Analytics: CRM generates reports on customer satisfaction, order frequency, popular items, and revenue trends, providing actionable insights for strategic decisionmaking and service enhancements, and helping SAM stay responsive to evolving customer needs.