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Jet Blue Airways

Jet Blue Airways. Case Study 2 – CRM Group 7 20100149 Soie Kim 20100442 Yeseul Kim 20100477 Hyangjeong Roh. 2012. 6. 20 (Wed). Jet Blue Background. American low-cost airline What special?. What is Weakness?. Value of Jet Blue. Traditional CRM. Why They C hoose sCRM ?.

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Jet Blue Airways

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  1. Jet Blue Airways Case Study 2 – CRM Group 7 20100149 Soie Kim 20100442 Yeseul Kim 20100477 HyangjeongRoh 2012. 6. 20 (Wed)

  2. Jet Blue Background • American low-cost airline • What special?

  3. What is Weakness?

  4. Value of Jet Blue

  5. Traditional CRM

  6. Why They ChoosesCRM? Rise ofSocial Media

  7. CRM sCRM

  8. Development - sCRM

  9. Development - sCRM

  10. Development - sCRM

  11. Process WHY Twitter? Free & Readily available Useful to watch reviews and test a variety of tools Useful to expand the system Easy and effective to co-tweet with customers Collaboration with Google Wave

  12. Team Organized They also have a team working on the development of our relatively new Facebook fan page and our fan base in continually growing.

  13. JetBlue Airways answered customer's complaint Real Example : Twitter They answered by hiring employees that work at home such as housewives.

  14. Result – Airline Returns

  15. Jin Air (Korea Example)

  16. Example of Social Network Service (SNS) Jin Air (Korea Example)

  17. Reference • http://www.ecommercetimes.com/rsstory/73225.html - CRM implementation • http://health20.kr/938 - dell& CRM • http://blog.naver.com/PostView.nhn?blogId=hwangstaa&logNo=100121327051 – Facebook and CRM • http://blog.naver.com/PostView.nhn?blogId=hoyory&logNo=120090306958 - SCRM • http://www.facebook.com/notes/plan2f/%EC%9D%B4%EC%A0%9C-%EA%B5%AD%EB%82%B4%EC%97%90%EC%84%9C%EB%8F%84-social-crm-%ED%88%B4%EC%9D%98-%EB%8F%84%EC%9E%85%EC%9D%B4-%ED%95%84%EC%9A%94%ED%95%98%EC%A7%80-%EC%95%8A%EC%9D%84%EA%B9%8C%EC%9A%94/442747962416053 - Internal Case of Jet Blue • http://johnfmoore.wordpress.com/2009/12/11/jet-blue-an-airline-taking-a-distinctly-social-approach/ - Social approach of Jet Blue • http://freesocialcrm.com/blog/2012/01/27/social-media-and-travel/ - Social media • http://www.world-tourism-news.eu/news/jetblue-airways-introduces-go-places-application-on-facebook-R-platform/- about jetblue • http://blog.naver.com/PostView.nhn?blogId=nph400&logNo=147051843 – The range of stock fluctuation of some air company • http://www.crm-reviews.com/on-jetblue-and-crm/ - CRM process • http://www.thefreelibrary.com/JetBlue's+Sales+Team+Takes+Off+With+Salesnet%3B+JetBlue+Selects – traditional CRM of Jet Blue

  18. Thank You!

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