Introduction
CRM, customer relationship, is a group of processes by which an organization gains the ability to organize the contacts it has, including the customers as the top priority. For the proper organization of these valuable contacts, it has been seen that many organizations are using CRM software. Project management is counted among some of the most effective strategies adopted by the organizations aiming to succeed in the competitive markets. Program Evaluation and Review technique is n analytical technique implemented by the project management to analyze the risks and the profits involved in a project.
Main Body
CRM strategies that have been implemented by Mcdonald’s have proven to be quite profitable. Mcdonald’s has been using CRM software to make the customers’ best customer service relationships. In addition, CRM software has been helping Mcdonald’s in maintaining the records of contacts of worthful customers (Anderson, and Kerr, 2001, p. 33). All the employees at Mcdonald’s belonging to different departments such as sales, professional development, human resources development, as well as performance management, and marketing departments are the ones who can update the customer information daily by using CRM technology.
All the crucial business information that is necessitated to improve the market shares and sales volume is stored within the software database. By making use of this critical data, employees and the higher authorities at Mcdonald’s have been making sure that the customer relationships are made more robust as the primary rationale to be stronger in the market has been realized by Mcdonald’s that the customers, rather than the employees and employers make an organization successful and competitive.
Project management at McDonald’s has been achieved by proper implementation and usage of resources, ensuring that the best innovative and risk-taking capabilities are utilized by departments such as marketing, human resources, and training and development. In this case, it has been seen that the project analysis is the first step carried out at Mcdonald’s that analyses the outcomes of a particular project. The human resources department makes available the workforce that can make the project a success by using all the risk-taking abilities in the project team. The resources, even if in a limited amount, need to be, organized and utilized adequately to give the best of profits, not only in the cost and financial terms but also in the market share and sales volume (Lewis, 2002, p. 32).
Although PERT has been recognized as one of McDonald’s main strategic techniques, it still comes with some limitations that need to be overcome. Strategically defined and well-organized activities in the project are the ones that PERT assumes in the case of the more significant projects. Moreover, the beta distribution is the activity time that PERT follows. The main limitation being faced in the case of all the greater level projects is the dependence and over-emphasis on the critical path of a project.
In the case of CRM, it has been seen that an integrated form of customer relationship management achievement is even more difficult with CRM, especially in the case of more prominent organizations, including Mcdonald’s. It is not considered a profitable investment regarding the critical stakeholders for Mcdonald’s. The more excellent investment being made on the CRM by the organization has not been noticed to be much lucrative. As has been seen that building the best customer relationships with the customer can give a competitive edge to the organizations, CRM does not help in attaining this competitive level (Anderson, and Kerr, 2001, p. 55).
Conclusion
For any organization, the main goal is to keep the shareholders and the stakeholders in their hands. It has been realized that the customers are the stakeholders for all the successful organizations, including Mcdonald’s. An example of the success that has been gained by the CRM and PERT implementation in Mcdonald’s has been shown in a survey that showed that a majority of the teen consumers are the ones who like the brand. The brand marketing has been done effectively by Mcdonald’s, and it has been noticed that the teens are the target customers case of the marketers at McDonald’s.
References
Anderson, Kristin., and Kerr, Carol. (2001). Customer relationship management. McGraw-Hill Professional.
Lewis, P. James. (2002). Fundamentals of project management: developing core competencies to help outperform the competition. 2nd edition. AMACOM Div American Mgmt Assn.