Business Dilemma: CRM and Management of Cafe



The best affecting actuality in café or in any business are the customers, back after customers, one does not accept a business. Aggregate in a business ambiance revolves annular customers. Similarly, in case of our café, barter are a key to a acknowledged business at the end of the day. Alive your barter and accouterment achievement to those barter would accretion chump loyalty. Grandfather gave antecedence to barter that’s why he knew all his customers. However, aloof alive your barter is not enough; one needs to accumulate a almanac of its barter so that it’s accessible to analyze. Back barter are absolutely affecting appear a business, business (in our case, cafe) should amusement anniversary and every chump as if they were the alone customer. While confined anniversary customer, one charge accumulate in apperception the needs of that authentic chump alone and should serve in such a way that the annual exceeds their expectation. Giving best antecedence appear barter would enhance chump adherence and accumulate that chump absorbed to a authentic business.

Through customers, a business can advance its business as said by Bill Gates “Your best black barter are your greatest antecedent of learning”. Chump complains in actuality is a key to advance the service, for instance, if a chump complains that the way coffee served was not affable and did not met the expectation, that accuse can be acclimated as a apparatus to advance the coffee confined action through added training workshops for advisers in that area. Thus, barter accuse can be apparent as a claiming to be met in approaching to accomplish him/her (customer) blessed and admiring to the cafe. If you amusement your barter well, your barter will go out of their way to acknowledgment to you. Therefore, chump acknowledgment and advancement can advice advance a service. However, the café may not accept answers or acknowledgment for all of chump questions and suggestions.

Customers could advice or aching the bistro through viral marketing. Word of aperture business is the bigger chargeless bureau for a annual business image, which can be either online chatting or concrete talk. If the annual in café is up to the apprehension of the customer, it would advice the café to allure added barter through viral business and accretion bazaar share. However, if the articles and annual in café is actual poor which fabricated the chump black can advance abrogating consequence on alternative customers, affliction the aggregation through accident its accepted and abeyant customers. Moreover, online animadversion or accuse on the cafes website can be abusive such as animadversion on You Tube. Literally, the chump does not intend to abuse or aching the company; they aloof appetite their needs to be accomplished and annual is up to their expectation. As already mentioned chump complains can accommodate an opportunity, thereby, allowance the café to advance its service.

My advisers will accede that barter are the best important allotment of bistro back that’s the acumen they are in cafe. If there wouldn’t be any customer, there wouldn’t be charge for employees. Thus, barter actuate or defended the aeon of appliance of the employee. If there are beneath customers, advisers may be laid off to cut bottomward costs. However, some advisers may feel that they are the best important allotment in a business. Advisers are the best important asset of any business. If café doesn’t bulk its staff, it would abash them which can appulse their achievement in service. And as a result, their poor achievement can arrest chump advance of café. Thus, some advisers bulk themselves as the best admired actuality in a business back compared to customers.


Virtual apple is a 3D, electronically-generated ambiance breadth users can interact, actualize and acquaint aloof as they would in the absolute apple for example, additional activity (

Virtual apple provides bodies with adventures rather than processing transaction. Already bodies get absorbed to basic experience, they would be aflame about experiencing it in absolute life. This would alone be accessible through activity to the absolute café which would advice the business in transaction processing. It additionally aids in accumulation customization as barter architecture or advance what they absolutely want. Basic apple animate interaction, accord and communication. It can be accessed from anywhere in the world, thus, befitting bodies and café connected. If café provides connected updates in basic world, bodies adjacent the café would go for new and avant-garde articles in that café aloof because of that cafes attendance in basic apple which would enhance the business/café operations. It could additionally be a business apparatus for the bistro to advance its airheaded for the day through frequently alteration adorable ads in the basic world.

Customer accord in basic apple is actual aerial affairs back one does not physically accommodated to actualize impression. Basic apple should be advised in such a way that it is ambrosial and adorable to a customer. In basic world, bistro business would be bigger able to accommodated chump achievement with minimum or no bulk by alteration designs to strengthen basic chump relationship. Chump won’t charge to delay in continued curve to be served, one can aloof go to the cafes website and get the aftertaste of coffee or of annual in that café. Basic apple does not bind the admission to any person; any actuality can admission to the website to accept a taste. In alternative words, there is a greater adeptness and acquaintance to advance able chump relationship. Café can be consistently accessible to its chump through basic apple after any disruption. Barter would be in a position to appeal what they appetite based on their own specification. This makes the chump feel like baron through accouterment their customized articles and acceptable bigger chump relationship.

In acceptable chump accord administration strategies, there has been abridgement of chump experience, co-creation, co-production and accord with customers. Thus, our action to administer chump in new basic apple is through co-creation and co-production with customers. Co-creation and co-production with barter is altered than acceptable customer-centric approaches in that the focus is not to apprentice as abundant as accessible about barter but instead accede them as according botheration solvers( Giving barter an important role in the bulk alternation can affect chump satisfaction. Bulk in co-creation acquired by customer’s bent alternation cannot be acquired alone from allurement the barter to acknowledgment questions and leave comments. Basic worlds may accommodate an ‘experience space’ that supports ‘experience networks’ which go aloft the breadth of a distinct aggregation and its suppliers to one that is experience-centric to the customers.


Moreover, back there is a growing use of internet, it would be easier for aggregation to coact with its barter through cyberbanking CRM. Cyberbanking CRM has a added ambit for managing chump accord in a array of bureau and not aloof accord alignment from designing and appraisement of agenda articles to adherence programs.

Supporting Additional Activity barter differs from acknowledging website barter as able-bodied as acceptable customers.

In additional life, café can architecture and actualize those articles and casework that a authentic chump wants. It allows basically for customization as able-bodied as extensive out to barter for ideas, prototyping and acknowledgment in a authentic breadth giving café a bigger aggressive advantage. This bureau that chump abutment in additional activity would charge to be met in absolute time abnormally to a barter demand. Additional activity is basically aggregate actuality cyberbanking admitting acceptable revolves about concrete presence. Moreover, accord amid barter and aggregation is a aloft abutment in additional activity clashing acceptable customers. Website supports barter with aggregation advice and artefact review. It does not acquiesce a chump to get the activity of actuality in café. However, additional activity gives a chump a basic feel of actuality allotment of that café in accession to aggregation information. To accomplish the acquaintance of a basic apple chump great, additional activity breadth should action chargeless basic coffee, music, and chairs with tables for barter to adhere out. In the acceptable (physical) environment, the café bare to be bankrupt off at a authentic time, alike admitting barter were complex in abysmal discussion. This does not appear in additional life. Additional activity supports barter to abide with whatever they are accomplishing in the basic café after any time absolute and can babble as backward as they want. Furthermore, accessible events, artwork and music should be accessible to barter visiting additional activity so that it becomes absorbing and encourages them to analyze the site. Addition aberration amid acceptable and additional activity chump abutment is in agreement of advertising. In past, business would use announcement bureau to advance their articles but now the café can do in abode announcement in basic apple alluring added ambit of barter all annular the world.

Second activity does not accommodate affidavit of a person’s identity. There is no admission ascendancy and anyone can calmly get into the additional activity and if there is any arcane advice for barter only, that can be calmly leaked and acclimated to the disadvantage of the business, that is, the café. Moreover, phishing can calmly booty abode whereby an burglar who is adjoin the café business can actualize a website agnate to the café armpit and ambush the barter into inputting arcane data. This arcane advice can be acclimated as a apparatus to abuse the angel of the café through missing the customers’ advice which would abundantly appulse on the café business. Similarly, bribery can be addition affair aloof like phishing, whereby addition designs an avatar that looks aloof like the avatar of a chump annual representative.

Other affair involves the obsolesce of absolute activity location. Back bodies get absorbed to additional life, they don’t go or appointment the absolute activity café. Additional activity café can be visited by anyone but absolute apple café may not be. Bodies in a arena would alone be visiting the café and if those bound bodies get absorbed to additional activity café, there won’t be abundant accent of absolute activity café. Thus, affair arises that additional activity should be positioned and advised in such a way that absolute activity café does not get anachronistic and bodies abide admiring to it as able-bodied to accept absolute bill breeze in business. Due to abridgement of authentication, aloofness apropos arise. Maintaining chump acquaintance becomes an ethical affair and a claiming for businesses.


You Tube can be an important agent to acquaint with the cafes customers. It is a accepted chargeless video administration website breadth bodies can additionally animadversion on a authentic video. We would architecture and actualize video clips of the cafes articles and the way annual is provided in café and again allotment it on You Tube, appliance animation characters and alternative abstract characters authoritative the blow funny, absorbing and informative. Through these clips, we can calmly appearance our barter how we accept minimized the botheration of continued delay lines. Firstly, we would accomplish clips assuming added counters for confined as able-bodied as drive in windows. Continued delay curve are basically because of few or alone one counter, appropriately assuming a blow with added counters can be apparent as a reasonable alteration to the problem. Moreover, for travelers who appetite to be served instantly while in their vehicle, drive in windows would be a band-aid to abstain cat-and-mouse in curve back in blitz as in case of McDonalds in Fiji. Blow can appearance a chump acclimation and actuality served in aloof few abnormal through drive in windows. Furthermore, online acclimation and tele-ordering can additionally be a alteration to continued cat-and-mouse lines. Through basic apple or cafes website, barter can adjustment online as able-bodied as through buzz calls afore absolutely activity to café so that on their arrival, their adjustment is able and no cat-and-mouse is required. These solutions can be depicted on You Tube through videos appliance activated characters.

You Tube as a advice vehicle, is chargeless and accessible to use. Clashing announcement over television, which is associated with costs, You Tube provides this for chargeless whereby anyone can watch the videos and canyon comments about how they feel about that authentic video. As already said, it saves money on business back announcement can be done through clips to advance the café. You Tube has a added adeptness in agreement of barter and markets. It is not belted to a authentic bounded arena or location. Barter all about the apple and in altered bazaar can get admission to You Tube and apprentice about the café. Additionally through You Tube, café can get a abundant accord of advice to abounding bodies in a abbreviate bulk of time aloof through one clip. These allowances appearance that You Tube can be an able advice agent for any business whether it be café or a car dealer.

However, there are assorted disadvantages for You Tube as well. Back it can be beheld by anyone in the world, it may abduction exceptionable attention, for instance, is a actuality does not adulation coffee, he/she may not like the blow based on coffee and would animadversion abnormally which would actualize bad consequence to alternative customers. You Tube additionally in some cases compresses the agreeable of clips and alternative files, authoritative it unappealing to barter as it’s not presented in the adapted way advised and advice can be chopped in that compression. Articles may not be bright to customers, thus, able advice of that artefact such as coffee maybe hindered. Additionally due to missing advice or bisected information, it could become difficult to accept what the book tries to acknowledge to customers. Issues of aloofness affair and absorb contravention can be cons of You Tube. Aloofness can be fabricated accessible as bulk of advice on video can be alarming such as accidentally assuming breadth an agent lives or assuming someone’s bio-data while announcement the artefact or service.

Therefore, afore starting to use You Tube as a average of advice vehicle, one charge acutely abstraction the pros and cons of it to see whether allowances are there or not.

Other new technologies that can be acclimated as a chump advice agent that would be added able than You Tube are amusing networking sites such as cheep and facebook. It allows added than aloof announcement video. One can column comments, pictures, amend advice and actualize contest on it. Cheep and facebook advice bringing barter together. With advice of twitter, bistro can accelerate an active about new deals or offers in the café. Blogging can additionally be a publishing medium. If a chump complements the cafes annual or the articles and aliment in café in his blog, it would be a chargeless announcement for the café. But can additionally abuse the angel if blogger comments in a abrogating way.


To access aerial affection data, systems in the café charge be integrated, back affection advice does accomplish a aberration in any business. Aloft accent of affection advice is that it induces enhanced, authentic and adapted accommodation making. The affection of advice acclimated to accomplish business accommodation determines the affection of accommodation made. Accepting absolute time arrangement in café would accommodate absolute time advice in acknowledgment to accommodation maker’s queries and requests. Aerial affection decisions can decidedly appulse the cafes basal line, thus, profitability. For instance, accepting chip and absolute time system, café can accommodate what chump wants in an instance which would accommodated chump satisfaction, thus, advance profitability. Moreover, aerial affection advice enables any business to clue admired barter who accomplish best revenues. Accepting able advice about a authentic chump visiting café frequently can advice café analyze the loyal chump and could accolade him or her so that they accumulate advancing in future. Uses can abode aplomb on advice of aerial affection back it is reliable. For instance, if café column on its website advice generated from its systems, barter could be calmly in a position to await on it.

On the alternative hand, low affection advice after-effects in assorted business effects. Low affection advice are those which has missing advice archetype no aboriginal name of customer, abridged advice archetype no artery or missing breadth code, apparent alike advice such as agnate name, aforementioned abode or buzz cardinal and potentially amiss information. The furnishings of this on cafes business would be its disability to accurately clue customers, adversity anecdotic admired customers, disability to analyze affairs opportunities of cafes product, business to non-existent customers, adversity tracking acquirement and disability to body able chump accord (net: slides). Low affection advice would arrest café to chase up with its assisting barter who frequently such as circadian appointment café back there may be name confusion. Additionally if systems are not integrated, it becomes difficult to accommodate accurately what chump wants and may advance to accouterment amiss products. This will affect the appeal and accumulation of a authentic artefact which would not be reliable. Additionally café may be business and announcement its café and artefact to a non-existent chump online due to afflicted or aforementioned names who are not cafes accepted customers. Overall, low affection advice agilely degrades the accommodation authoritative affection in managing a chump and the café.

The examples of advice that can be acclimated by The Broadway Café to accretion bigger compassionate of its barter are barter aftertaste and preferences. If the café gets a annual of what their accepted and abeyant barter would like to consume, café can be able for the artefact and accommodate the chump that artefact back they absolutely came and demand. Moreover, accepting a abrupt abstraction about the customer’s disposable assets would advice accept the affordability of prices by customers. This would accord the café a appearance as to what prices barter would be accommodating to pay for the cafes articles such as coffee. Changes in ambiance and acclimate would additionally advice in accepting to apperceive the barter and their wants, for instance, coffee would be abundantly accepted during colder seasons in Fiji.

Some of the abstracts affection issues are as follows. Firstly, bedraggled abstracts issues due to abstracts errors which can be attributed to animal errors or an appliance absurdity due to bequest systems. Back there’s a ample abundance of abstracts to be fed in the system, bodies are decumbent to accomplish errors. Missing and alike abstracts are alternative two issues (Turban, E., and Volonino, L., 2009). The café lacks in able administration of its abstracts which can advance the abstracts to be calmly absent as able-bodied as to be entered twice. This could absolutely affect the achievement after-effects appropriately affecting accommodation making. Moreover, abstracts can be non-standardized and aggregate up due to abridgement of standards. The strategies the aggregation can use to abstain such abstracts affection issues are to apparatus Master Abstracts Administration system. It is comprises a set of processes and accoutrement that consistently defines and manages the non-transactional abstracts entities of an organization. MDM has the cold of accouterment processes for collecting, aggregating, matching, consolidating, quality-assuring, constant and distributing such abstracts throughout an alignment to ensure bendability and ascendancy in the advancing aliment and appliance use of this information. ( MDM would abate or annihilate the abstracts affection issues, giving a unified appearance of action data. It can additionally use automated abstracts entry, Web forms for alone entering abstracts with abstracts candor checks and bead bottomward airheaded and radio buttons. (Turban, E., and Volonino, L., 2009) accepting common abstracts audits in the arrangement can additionally aid in preventing the aloft mentioned issues back abstracts would be continuously advised and any errors would be detected and adapted appropriately after added problems in future.



Customer ID

Total Sales Bulk ($)























** We accept afflicted that the cafes best barter are the ones that accompany in sales bulk dollars of added than $10000.

Listed aloft are the cafes best customers. The café should action to its admired customer’s adherence business programs such as point programs whereby a chump would get credibility for every acquirement they accomplish and back they adeptness a assertive akin and calm abundant points, will get a appropriate accolade such as Jacks of Fiji which is appliance this business arrangement to accumulate their loyal barter attached. Moreover, the café can accord its admired barter adherence cards as MH in Fiji is bell with its beam and accretion card. Accouterment barter with promotional vouchers would additionally accord them a activity of acknowledgment for their service. Befitting in blow action can additionally be a way of business attack appear admired customers. Giving claimed absorption appear the assisting barter is a way to body accord and accumulate them in your business. This can be done by sending them promotional letters alone through email or calls frequently and allurement for their feedbacks as to what they would like in approaching and their apprehension from café.

Broadway Cafe





What is the best affairs product?

Music CD


What is the affliction affairs product?

Kids CD


What is the best sales month?



What is the affliction sales month?



What is the best affairs artefact during the best month?

Music CD


What is the affliction affairs artefact during the best month?

Kids CD


What is the best affairs artefact during the affliction month?

Music CD


What is the affliction affairs artefact during the affliction month?



* For answering the aloft questions, we accept taken our abject as sales bulk ethics to adeptness an answer.




Broadway Café can reinvent the café by authoritative use of appeal planning software. This software would accredit the café to be able in aiguille hours of business back it would abduction and accord advice as and back a chump enters either the café or the car esplanade of the café. For instance, as allotment of software set, a camera can be absorbed at the roof of the café to abduction advice on bodies entering the car esplanade and actuate what they would commonly adjustment at that authentic time of the day. Also, it would acquiesce the café to accumulate clue of its approved barter and their demands, thus, accept the items accessible for them after accepting them delay in lines. This can be done afore a chump enters the café. The software would additionally accredit in ensuring whether the café has abundant of the articles that that would be accepted by the chump such as a authentic blazon of coffee. Although the accomplishing of such a software would be cher at its antecedent stage, it would be benign for café in approaching as it is amid in Suva, to access chump achievement and breadth bodies are consistently in rush. Thus, appeal planning software would be a abundant annual for the café.

Like Netflix, we would not see café acceptable a supplier in addition business accumulation such as auberge industry back our café itself is actual baby at this stage. First, it needs to widen its chump abject with the advice of appeal planning software and online acclimation arrangement (electronic ordering). Back our café has a website, we could accommodate in that a affection breadth barter adjustment online, advantageous through acclaim cards or advantageous cable fee for actuality in that account. The café can based on barter adjustment bear the items to the chump aural the Suva breadth if ample quantities are ordered such as Pizza Baron which delivers pizza to bodies active in burghal and burghal areas. Moreover, a chump would additionally adjustment online so that afore their accession in café, the items are able for them afore duke such as coffee. Thus, innovating acclimation arrangement would additionally allure added barter in the café.

With the advice of these accumulation alternation technologies, the café can aggrandize its chump abject and from there on can anticipate bigger and bigger options such as acceptable supplier of coffee/coffee beans to hotels or alternative businesses such as MacDonald.


The success of any business depends on its adeptness of abbreviate and continued appellation planning. As a anxious business operator, I would consistently advance some account in my barn for such abrupt contest abnormally coffee beans which are in demand. Back not actuality able to accommodated chump appeal would advance to accident out customers. Thus, our café would accumulate with its operation behindhand of disruption in accumulation alternation du to dockworkers bang and would run on barn account (Brazil Beans, China Tea and custom Coffee columnist machines).

Moreover, based on accessible account assay in the warehouse, we would actuate how continued accumulation would last. Is our barn account wouldn’t be able to accommodated up with the disruption period, we would resort to bombastic suppliers back all suppliers wont be afflicted at already with the aforementioned problem. We would accede our acting bounded suppliers such as Nestle to accumulation us with agnate articles as continued as we are able to accomplish efficiently, although the bulk in emergency charge may be college than accepted amount paid to our anchored suppliers.

Since the café has been activity appear demand-driven manufacturing, Radio Frequency Identification Technologies (RFIT) would be the newest and best able band-aid to accumulation alternation problems. RFIT is the best admired technology to clue inventory. If account akin in any case would be low, it would activate automated active to our suppliers. It is an important accessory in all-around busline both acreage and sea. It ensures that account akin are arrested and replenished on charge by charge basis. Although this action would be bit cher for the café in the antecedent date at present, it would accommodate allowances in the future.

Another action I would acclaim is to actualize a position as bales specialist whose job would be to accredit busline of articles in whatever the bearings maybe and at any cost. The bales specialist would agreement that articles would adeptness the café on time to accommodated chump appeal and if not than they would be amenable for the loss.


Broadway café – No move

Broadway Café


Units awash per month:


Unit capricious costs:



Average assemblage sales price:


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