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    Rms Case Study: My Kind of Cakes

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    Akhil Chaudhary
    MKOC found early success through customization of unique theme cakes, excellent customer service through trained staff, and innovative marketing. Customers expect customized cakes from Mr. Kapoor and have developed trust in him over time. They also request photography services and small triple decker cakes. CRM is important for MKOC to retain customers and enhance the customized experience by remembering individual preferences, connecting sales and customer data. A proposed loyalty program rewards customers with a free customizable cake after accumulating 10 points from orders over ₹150 to increase repeat visits while potentially reducing margins.

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    © All Rights Reserved
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    Rms Case Study: My Kind of Cakes

    Uploaded by

    Akhil Chaudhary
    445 views5 pages
    MKOC found early success through customization of unique theme cakes, excellent customer service through trained staff, and innovative marketing. Customers expect customized cakes from Mr. Kapoor and have developed trust in him over time. They also request photography services and small triple decker cakes. CRM is important for MKOC to retain customers and enhance the customized experience by remembering individual preferences, connecting sales and customer data. A proposed loyalty program rewards customers with a free customizable cake after accumulating 10 points from orders over ₹150 to increase repeat visits while potentially reducing margins.

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    My kind of cake Group1.pptx

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    MKOC found early success through customization of unique theme cakes, excellent customer service through trained staff, and innovative marketing. Customers expect customized cakes from Mr. Kapoor and have developed trust in him over time. They also request photography services and small triple decker cakes. CRM is important for MKOC to retain customers and enhance the customized experience by remembering individual preferences, connecting sales and customer data. A proposed loyalty program rewards customers with a free customizable cake after accumulating 10 points from orders over ₹150 to increase repeat visits while potentially reducing margins.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    445 views5 pages

    Rms Case Study: My Kind of Cakes

    Uploaded by

    Akhil Chaudhary
    MKOC found early success through customization of unique theme cakes, excellent customer service through trained staff, and innovative marketing. Customers expect customized cakes from Mr. Kapoor and have developed trust in him over time. They also request photography services and small triple decker cakes. CRM is important for MKOC to retain customers and enhance the customized experience by remembering individual preferences, connecting sales and customer data. A proposed loyalty program rewards customers with a free customizable cake after accumulating 10 points from orders over ₹150 to increase repeat visits while potentially reducing margins.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 5

    RMS CASE STUDY:

    MY KIND OF CAKES
    AKHIL CHAUDHARY PGP/05/005
    RAHUL SARDAR PGP/05/035
    LAL RAMDINA PGP/05/027
    VIMAL BIJORIA PGP/05/050
    1. WHAT WERE THE SUCCESS FACTORS FOR
    MKOC IN ITS INITIAL YEARS?
    • Uniqueness
    • Customization
    • Theme cakes
    • Niche in the category of providing non standard cakes
    • Innovation

    • Customer Service
    • Fantastic customer experiences
    • CRM
    • Sensitized and trained staff
    • Wholesome experiences

    • Marketing Mix
    2. WHAT SERVICE EXPECTATIONS DO CUSTOMERS
    HAVE OF CAKE SHOPS SUCH AS MKOC? HOW DID
    THESE EXPECTATIONS DEVELOP?
    • Customization of cakes only through Mr. Kapoor. The trust developed led to
    this.
    • Small sized triple decker cake. The customers got all the requests accepted
    which led to this requests.
    • Photography. People noticed his skill and requested him to cover their events
    for them.
    3. DISCUSS THE IMPORTANCE OF CUSTOMER
    RELATIONSHIP MANAGEMENT (CRM) FOR
    COMPANIES SUCH AS MKOC.
    Businesses such as MKOC running on a single bricks and mortar store it becomes
    extremely important to incorporate CRM into its management strategy.
    • Helps retaining the customers
    • Enhance customization or the entire experience itself
    This becomes a vital tool for the business as the customers eventually start expecting
    certain customized services. For the business to remember the preferences of each
    individual customer this is an extremely important tool as it connects the sales, data base,
    the customer services and other important aspects of the business.
    4. SUGGEST A LOYALTY PROGRAM FOR MKOC
    AND LIST THE ADVANTAGES AND
    DISADVANTAGES OF THE SUGGESTED PROGRAM.
    As the research showed that on an average the loyal customer visits the store 6-7
    times a month. The customers can be rewarded on the basis of same.
    1 point per order (of minimum price 150)
    Accumulation of 10 points will make a customer eligible for a free customizable cake.
    • This will increase the number of visits per customer and cut into competition’s
    market share
    • But this will have its fixed costs and reduced margins

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