Maximizing Customer Relationships for Enhanced Satisfaction in Airline Services

1. Customer Relationship & Passenger Satisfaction Survey http://www.free-powerpoint-templates-design.com

2. Mark • Midterm 20 • Final 30 • Research paper 20 • Research present10 • Attendance 10 • In class activities 10

3. Learning Objectives • Learn the basics of CRM • Understand the role of technology in data collection and marketing • Obtain and use simple tools to begin measuring the results of marketing efforts

4. What is CRM? Customer Relationship Management • CRM is about: • Finding customers • Collecting info about them along the way • Using that information to enhance their experience and foster long-term relationships

5. What is CRM? • CRM is a business strategy that aims to understand, anticipate and manage the needs of an organization's current and potential customer • CRM is a shift from traditional marketing as it focuses on the retention of customers in addition to the acquisition of new customer

6. The purpose of CRM? • The focus of CRM is on creating value for the customer and the company over the longer term • Increasing the acquisition and retention of profitable customers by initiating and improving relationships with them. • CRM enables organizations to gain competitive advantage over competitors that supply similar products or services

7. Why is CRM important? • Today’s businesses compete with multi-product offerings created and delivered by networks, alliances and partnerships of many kinds. Both retaining customers and building relationships with other value-adding allies is critical to corporate performance. • The adoption of C.R.M. is being fueled by a recognition that long-term relationships with customers are one of the most important assets of an organization.

8. What does CRM involves? • CRM involves the following: • Organizations must become customer focused • Organization must be prepared to adapt so that it take customer needs into account and delivers them • Market research must be undertaken to assess customer needs and satisfaction

9. Why business should adopt CRM? • To keep track of all present and future customers. • To identify and target the best customers. • To let the customers know about the existing as well as the new products and services. • To provide real-time and personalized services based on the needs and habits of the existing customers. • To provide superior service and consistent customer experience. • To implement a feedback system.

10. Positioning Organization for CRM

11. Paradigm shift Source: OSAT

12. The CRM Pyramid

13. Positioning Organization for CRM Information Centered Org. Source: OSAT

14. Benefits of CRM

15. Benefits of CRM • Increased Revenue • Up Sell/Cross Sell • Attract New Customers • Improve Customer Retention • Decreased Costs • Automate task • Improve Campaign Efficiency • Improve Forecast Accuracy and Timeliness

16. Benefits of CRM • Intangibles: • Marketplace Differentiation • Maximization of opportunities • Increase Knowledge Retention • Increase Customer Satisfaction • Improve Product and Pricing Models • Highlighting poor operational processes • Increase understanding of your customer • Long term profitability and sustainability !!

17. Information Technology &CRM

18. Information Technology and CRM? • Technology plays a vital role in CRM. • Technological approaches involving the use of databases, data mining and one-to-one marketing can assist organizations to increase customer value and their own profitability. • This type of technology can be used to keep a record of customers named and contact details in addition to their history of buying products or using service.

19. Information Technology and CRM • Phone calls, emails, mobile phone text messages • Having access to customers contact details and their service or purchase preferences through databases etc. can enable organizations to alert customers to new, similar or alternative services or products.

20. Information Technology and CRM Loyalty cards: The primary role of a retailer loyalty card is to gather data about customers.

21. Information Technology and CRM CRM software: “Front office” solutions Many call centers use CRM software to store all of their customers' details. When a customer calls, the system can be used to retrieve and store information relevant to the customer, By serving the customer quickly and efficiently, and also keeping all information on a customer in one place, a company aims to make cost saving, and also encourage new customers”

22. Fact-to-Face CRM Insert the title of your subtitle Here

23. Face-to-Face CRM • CRM can also be carried out in face-to-face interactions without the use of technology. • Staff members often remember the names and favorite service/products of regular customers and use this information to create a personalized service for them.

24. Slide • https://bit.ly/2SG96lA

25. Activity - Create group of 6 Finding the CRM program in the airline company and summarized