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Group presenters:
Jithandera Hundia
Abhishek Aggarwal
Mayank Trividi
M. Saleem Mir.
Kapil Sharma
Saumitra Silakari
Sudarshan Sarangapani
Jai Singh Rathore
CRM Defined
A comprehensive customer loyalty
management (or CRM) strategy and
solution manages all customers
interactions in a consistent and value
oriented manner
Cont
The Gartner Group states that CRM is a business
strategy designed to optimize profitability, revenue and
customer satisfaction.
CRM focuses on
Customer acquisition
Who are the profitable customers ?
How do we attract them?
Customer development
How do we deliver what the customer wants?
How they want it?
When they want it to optimize profits and revenue?
Customer retention
How do we build and sustain customer loyalty?
CRM need to be
There are many means of achieving these goals, including:
Understanding customer value and lifecycle to prioritize
marketing and service resources
Using customer information to target promotional offers
and cross-selling activities effectively
Using customer information in the design and
development of products and services
Recognizing customers as individuals at all customercontact points
Offering personalized or mass-customized service
Utilizing multiple alternate channels for marketing, sales
and service transactions in order to improve service and
reduce cost
Increasing the share of customer through greater
penetration of travel related products.
Effective CRM
steps involved in establishing effective customer
relationship management using the Web:
Capture customer information,
Build a customer database and
Create personalized communication
BUT
UNFORTUNATELY!!
Methods of CRM
Customer segmentation
CRM initiative development
Organizational design and
management
E- CRM
Today, more and more airlines are using
the Internet to implement e-business
applications and CRM strategy.
e-CRM involves far more than automating
processes in sales, marketing, and service
E-CRM
Also increase the efficiency of these
processes
It involves conducting interactions
with customers on a more informed
basis and individually tailoring them
to customers' needs.
E-CRM
What differentiates airlines in today's
hyper-competitive market is their
ability to address their customers
Preferences
Priorities
Establishing and strengthening longterm relationships with airline's
customers is the key to success.
THANK YOU