CRM and Cupcake Royale

Cupcake Royale is doing a good job on identifying and differentiating its customers by two categories- individuals and events. To individuals Cupcake Royale works the well built social media and the blog to provide to most update information including new activities, flavors, coupons, and the promotions. In order to remain the long term customer relationship, Cupcake Royale sets up newsletter for customers to sign up and updates the news on website. Customers can read the relative news online everyday about how Cupcake Royale interacts with community and people and the planet. To groups Cupcake Royale works on various choices and customized options for customers to discover the most appropriate products to themselves. However, instead of one way problem solving section, FAQ, Cupcake Royale can consider about chat and bulletin boards for customers to have both immediate and postponed complaint.

Talking about the ten rules for customer relationship management success, the most important steps for Cupcake Royale to immediately focus on is to make every contact count and to leverage the loyalty effect. Upon the competition of bakery industry, customers tend to be loyal on what they used to use and eat, particularly when it is about eating habit and health concern. Besides choosing the right tools and methods to approach customers, Cupcake Royale should determine how they can value every single customer and build the trust between them and their customers. So what they can do is to create a two way communication tunnel, which is a barrier-free complaint bulletin. It sounds complex, but it actually works very easily. Cupcake Royale will allow customer to post complaints on the official blog. Each complaint message will come with a complaint receipt for customers to track if the problem solved. Every complaint will be contacted within 12 hours in business hours.