Question

The Case Study:   Case Study 11 -2: CRM at Starbucks

With more than 29,000 retail stores in 76 countries, Starbucks uses a CRM system called My Starbucks Idea, which is powered by Salesforce. The system, which includes an interactive forum, gives the Starbucks community an online presence and allows the company to collect feedback from its customers. It also integrates the company’s physical stores with social media sites such as Facebook, Twitter, and Google. On the system’s Web site (www.mystarbucksidea.com (Links to an external site.)) customers offer ideas, make comments, and cast votes on issues arranged into three major categories: product ideas, experience ideas, and involvement ideas. The system enables Starbucks to receive a steady stream of feedback and ideas from, and at the same time strengthening the bond with, its customers, which helps the bottom line. As of the first quarter of 2016, the system had collected more than 227,000 ideas, and many of them have already been implemented by Starbucks. My Starbucks Idea is a crowdsourcing success story.

1. What is My Starbucks Idea?
2. What has the Starbucks CRM achieved? How does it help the bottom line?
3. Which software platform is behind the Starbucks CRM system?
4. Is My Starbucks Idea a typical crowdsourcing project? Discuss.

Answer 1

1. starbucks idea is a CMR system which includes interactive forum that helps the company to collect feedback from its costomers.
2. Starbucks cmr receive feedback and ideas from the customers which strengthen the bond with them, which helps the bottom line
3. salesforce
4. yes starbucks is typical crowdsourcing project because it recieves small bit of information from the coustomers and Crowdsourcing is primarily used to complete small tasks or receive small bits of information, as larger and more complex tasks are not well-suited to the platform.Generally crowdsourcing platforms help people to give ideas so that the investor would help them to raise the ideas true. In the same way starbucks idea is a platform where customers share ideas which are implemented by the starbucks company.therfore it is a typical crowdsourcing project